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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was late on my car payment and I was in contact with the business. They had informed me that my car was out for repo and they were not able to stop it. Which I understood.
Well my vehicle was picked up in the middle of the night. Immediately the next morning I called to get information as to how much was needed to obtain my vehicle back and the location. I was told that i needed to pay a certain amount. When I went into the ** beach location I informed them that my wallet was in the car when it was towed. I was able to try and pay with my card online but was told the system was down and sent to another location.
When I arrived at the ******************** location i was able to make the payment and then was told that I needed to go back to the ******** location due to not having my ID which I had already told them that was in my vehicle. When I got to the ******** location they was able to print out my ID. But I did not make the scheduled appointment for 2:45pm on that day do to driving back and forth to the different locations because of their system error.
The next available appointment was scheduled for 6/11 and I was able to get my car. Title *** did not do anything to help speed up my appointment time even though my bill was paid.
Today 6/11 when I picked up my care it had several noticeable damages. Right rear tail light was completely stolen with wires hanging, right passenger door broken off and hanging, front bumper damaged.
I am very upset. My car was not damaged when it was picked up and that is how it should have been returned. The company that Title *** hired to tow my car is Stealth Towing and Recovery. They have yet to comment.
TItle *** has said they will file a report and send to management. That is not enough. I want this paid for.
They also removed my license plates and the tags on my car. Which I now have to pay for an inspection and new registration. I am very upset and want this resolved.
Business response
06/17/2024
June 17, 2024
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 that when picking up their vehicle after repossession, they discovered various damages.They request repairs or a replacement.
TitleMax of ****** **** is a credit services organization (CSO) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.A review of TitleMax records reveals that on August 30, 2023, the Complainant obtained a TX CSO 4x5 Ivy Funding Company,LLC in the principal amount financed of $1,000.00 at a storefront in **********, **. The Complainant granted a security interest in a 2009 Chevrolet Tahoe with a VIN ending in ******. The loan was contracted to be repaid in one (1) payment of $231.28 and four (4) equal monthly installment payments of $192.18, beginning on October 6, 2023, and one (1) final payment of $1,043.60,due February 6, 2024. On February 8, 2024, the Complainant made a payment of $236.32 and refinanced their existing loan of $1,000.00 at a storefront in **************, **. It is important to note that the loan product changed at this time to a TX CSO 30. The loan was contracted to be repaid one (1) payment of $1,199.58, due March 8, 2024.
On April 3, 2024, the Complainant made a payment of $267.90 and refinanced their existing loan of $1,000.00 at a storefront in **************, **. The loan was contracted to be repaid in one payment of $1,199.83 on May 3, 2024. Due to non-payment, the vehicle was repossessed on June 5, 2024, and a repossession fee of $522.02 was assessed to the account. A Notice to Sell was mailed to the Complainant the same day. Upon repayment in the amount of $792.53, the account was placed back into good standing. The third refinance was completed on June 7, 2024, when the Complainant made the payment to redeem their vehicle and refinanced their existing $1,000.00. The loan is contracted to be repaid in full in the amount of $1,199.83, due July 7, 2024.
It is important to note that appointments to pick up vehicles and items are subject to availability. The Complainant was able to pick up the vehicle on June 11, 2024. To address the Complainants concern regarding vehicle damage,records reflect claims have been filed with the store front as well as IAA, and their complaint was forwarded to the appropriate department. Their claim is currently still under investigation.
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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Title Maxx is reporting false information to the *********** Lending base as in my actual monthly contracted amount! This is falsely misleading information! I have reached out locally and corporate wise and no one will assist me with a very easy fix!! Their IT department needs to key in the correct monthly payment and they are refusing too assist me in this simple request!! I have sent a copy of the contract below.Business response
06/14/2024
June 13, 2024
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 states that misleading information is being reported to the *********** lending base. They would like it corrected on their credit report.
A review of TitleMax records reveals that on June 01, 2024, a NV 210-P was obtained in the principal amount financed of $1670.00 at a storefront in *********, **. The Complainant granted a security interest in a 2016 ****** Sentra with a VIN ending in ******. The loan was contracted to be repaid in six monthly payments in the amount of $447.26 beginning July 01, 2024, and a final payment of $447.31 due on December 28,2024.
We reached out to the reporting entity, Veritec, and based on our correspondence,they are required to report the maximum payment amount per month. At times,there may be more than one payment for the same month. For example, the Complainant has a payment scheduled for July 1, 2024 and a payment scheduled for July 31, 2024. Both those payment amounts will be totaled and reported for July. The same thing happens on a bi-weekly payment schedule as there may be three (3) payments in the same month.
If the Complainant still believes there is an error in their credit report, we strongly recommend that they reach out to the credit reporting agencies to dispute any inaccuracies.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/08/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I paid nearly half my loan back and balance has not changed total 2800 paid 1200 Balance still says 2800 Very disappointed TitemaxBusiness response
06/14/2024
June 14, 2024
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 states theyve paid nearly half their loan back and the balance has not changed.
A review of TitleMax records reveals that on February 7, 2024, a GA **** 30 was obtained in the principal amount of $2,418.00 at a storefront in ********, **. The Complainant granted a security interest in a 2005 Kia ******** with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,828.82 on March 8, 2024; or if they chose not to repay the entire balance,they could, at a minimum pay the **** shop charges and renew the **** for an additional 30-days. On March 8, 2024, a payment of $300.00 was made. On March 9, 2024, the Complainant extended their existing **** by paying the remaining **** shop charges of $120.90 and entering into a new 30-day agreement.According to the new agreement, $2,828.82 was to be paid by April 8, 2024. On April 10, 2024, the Complainant again chose to pay the **** shop charges and renew the **** for an additional 30-days by making a payment of $430.97. According to the current agreement, the **** was to be repaid in full in the amount of $2,817.96 by May 10, 2024. No additional payments or attempts to extend the **** have been made as of the date of this response.Please note under a 30-day transaction,the expectation is for the customer to pay in full on or before the expiration of the period. However, rather than paying the balance in full, the Complainant elected to pay the outstanding **** shop charges and enter into a new transaction for an additional 30 days on three occasions, thereby accruing additional charges. At the time of origination, 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 **************** addition, 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.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the payments were applied to the Complainants account. By signing the agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****. Based on the above, no billing adjustment is required.TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ************* to arrange a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer response
06/17/2024
[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
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got a car loan from Insta Loan and they closed their business in **********. So, last month I called the customer service number and made my payment. This week, I tried to make the payment again. I was told my account was in bankruptcy which it is not. They said I could make a payment but I'm not doing that with their mistake of bankruptcy. This business used to be Title *** which was also closed. I want the loan paid off and my title back. I want all the money I paid but will except the last 2 months (254).Business response
06/11/2024
June 11, 2024
Better Business Bureau
*****************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by *************************** (Complainant). TMX Finance of **********, LLC, 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 were able to make a payment with customer service, but when they tried to make a payment again, they were told their account was in bankruptcy. They state their account is not in bankruptcy and could not make a payment due to the mistake. The Complainant requests the return of their title and a refund of the last two (2) payments that have been paid.
A review of InstaLoan records reveals that on February 6, 2024, the Complainant obtained a loan in the principal amount financed of $705.00 at a storefront in ***********, **. The Complainant granted a security interest in a *************************************** C52372. The loan was contracted to be repaid in six (6) monthly payments with five (5)payments of $130.12, beginning March 6, 2024, and a final payment of $130.12,due August 6, 2024. Payment history indicates there have been three (3) payments made on the loan with the most recent payment being April 30, 2024. Their current payment was due on June 6, 2024.
In response to the Complainants claims regarding being advised of bankruptcy, an investigation reveals found no active bankruptcy cases involving their current loan, therefore, no refund will be processed at this time as the Complainant remains bound by the terms of the agreement signed on February 6, 2024. InstaLoan strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact InstaLoan at ************* to arrange a mutually acceptable repayment arrangement for this 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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
i was hit by a truck at the intersection of ***** *** ***** **. on june 3, 2024.
I called Instaloan on **** **** **** **** ** *********** ** ****** i needed to know how to file an insurance claim with the insurance provided by instaloan. full covage until i pay off the title loan i got in march/2024.
Why i call the # that was given to us for assistance managing our account. ( the NM instaloan businesses were al closed down April 13, 2024). i explained to the lady i had gotten into a car wreck and i neded the insurance information. she told me that i had not purchased the insurance on the day i got the loan.
i know that i did, full coverage insurance for $25. extra that would be charged on the first payment. when at the office signing paper work for the title loan, ***** was printing the application and contract and i ask if i recieved a copy also. i was told no but i could find the info on the web sight or i could come into the office if i needed to, or if i had any questions.
When i got off the phone with the CSR, i went to the web sight we are given for payments etc.. so i could see the contract, and i could not get in it was like the web sight had been taken down
i called back talked to a different CSR ant wanted copies of all paper work. i later called back and requested copies of all bills and payments. i would always go into the office to pay my payment and asks about the receipt and again i was told the payment is on there web sight.
instaloan offered car insurance and i bought it, there claim is i didnt ask or pay for insurance
Business response
06/11/2024
***********************
Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). TMX Finance of New Mexico, LLC, 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 has requested to file an insurance claim against the insurance policy purchased through InstaLoan but has been told no policy exists therefore no claim can may be filed.A review of InstaLoan records reveals that on February 16, 2024, the Complainant obtained a loan in the principal amount financed of $506.00 at a storefront in Albuquerque, NM. The Complainant granted a security interest in a 2011 Toyota Corolla with a VIN ending in ******. The loan was contracted to be repaid in a total of six (6) payments with five (5) payments of $93.39, due monthly beginning March 16, 2024, and a final payment of $93.41, due August 16, 2024. On February 26, 2024, the Complainant made a payment of $51.67 and refinanced their existing loan of $506.00, borrowing an additional $350.00 in principle. The loan was contracted to be repaid in a total of six (6) payments with five (5) payments of $157.99, due monthly beginning March 26, 2024, and a final payment of $158.00, due August 26, 2024.
A review of the payment history on the most recent refinance indicates there have been three (3) payments in the total amount of $480.00 made on the loan. The Complainant’s account is in good standing with the next payment due on June 26, 2024.
Regarding the insurance concern, the agreement signed by the Complainant states the following:
6. Insurance Requirements: During the Loan term, I understand that I must insure, at my expense, the Vehicle against all loss or damage by fire, theft, and collision. I further understand that I may obtain such insurance from an insurance company or agent of my choice so long as the insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance company licensed to do business in New Mexico; (iii) has a deductible that does not exceed $500..00; and (iv) provides Lender advance written notice during the Loan term of any material change, cancellation or non-renewal of the policy.
Further, Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records also shows no payment collected for any type of insurance policy.
InstaLoan 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 Customer Service at ###-###-#### for 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,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer response
06/12/2024
I was offered full coverage insurance, that I paid for my first payment. I ask for a copy of MY contract and instaloan sent me a copy of a contract not my signed contract. I would like to.contact one of the csa that worked on my loan in the ABQ office
Regards,
****** ********Business response
06/17/2024
June 14, 2024
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). TMX Finance of **********, LLC, 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 are rejecting the initial response because they claim they were offered full coverage insurance, and they paid their first payment. They are asking for a copy of their contract and state Instaloan sent them a copy of a contract but not their signed contract.
As stated in our initial response regarding the insurance concern, the agreement signed by the Complainant states the following: 6. Insurance Requirements: During the Loan term, I understand that I must insure, at my expense, the Vehicle against all loss or damage by fire, theft, and collision.I further understand that I may obtain such insurance from an insurance company or agent of my choice so long as the insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance company licensed to do business in **********; (iii) has a deductible that does not exceed $500..00; and (iv) provides Lender advance written notice during the Loan term of any material change,cancellation or non-renewal of the policy.
Further,Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records also shows no payment collected for any type of insurance policy.In response to the Complainants request for the contract, we have mailed a copy of their signed loan documents to the address provided in their complaint.
InstaLoan 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 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,
BSG Consumer Complaints
PO Box 550
*******************Customer response
06/17/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Customer response
06/17/2024
ACustomer response
06/21/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Regards,
****** ********Business response
06/26/2024
***************
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ****** ******** (Complainant). TMX Finance of New Mexico, LLC, 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.
As stated in our previous response, the Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records shows no payment collected for any type of insurance policy. If the Complainant has proof to the contrary, we request to submit documentation to [email protected]. Otherwise, we consider this matter closed.
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,
BSG – Consumer ComplaintsCustomer response
06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
********** ********
I am rejecting this response because:
Regards,
****** ********Customer response
07/01/2024
Hi, my name is *********************, and you sent me a link Friday to reopen my case so that I could put in there a better description of what was going on, and I accidentally deleted that link. I'm trying to find my account number right now. Um, hey, I'm so sorry, dang it. Um, shoot, I'm gonna call you back, bye.Customer response
07/07/2024
***** off i have been meet with resistance from the very begining. the ** offices have closed, so another office is handeling the all the open cases. the office withn the # ************, has denied the proper paper work i requesred. 1. a copy of MY contract. I recieved a contract that they filed in the blankks ( no signier). 2. again a copy of MY contract with MY signature. i recieved another general contract with my signture photo copied on to this contract # 2 . you can tell that it is the exact signature of mine copied in all 3 places where signature was requested.
next i have been hung up on 4 (four). i have had CS at the regular phone # ************ . to make a record the hang ups and the total disrespect i have endureed. i have been told several times a supervisor is not available to talk to. hung up on. i was told that there was nothing i could do to get into my files on Instaloans web sight. where we are told on the day of the loan request that is where ALL paper work will be. for a couple of weeks i was not able to log in to my account to see copies of MY contract or payments. Now when i log into my account on the last line mit has " acces documents" when i do this the on;y thing in my file is a denial letter for a request for credit . THAT I NEVER APPYIED FOR.
NOW the 3rd contract i recieved after was different this one had a (INSURANCE ACKNOWLEDGMENT) PAGE that was not not in the other 2 contracts they sent. in the bottom there is a (*) proof of insurance can be provided by uploading the DECLARATION PAGE of your current vehicle insurance policy by visiting account.instaloan.vcom and logging into the customer portal. i have requested 3 or 4 times i was to get into that. i got the run arount a long timr and was told that a supervisor was the only one who could see that page. supervisor not available twice hung up on call back hung up on a girl named **** was the person i got the most disrespect from i ask there CS line to say i wanted to file a report on her NOW here the thing i found a copy of proof i have insurance through instaloan, i took a picture of it. ******* #****6375773. eff date 07/24/2023 experaction date 07/24/2024. i dont know how to upload or download all this paper work. i am going to try again to talk to a supervisor to open the DECCLARATION page. SZ
Business response
07/16/2024
July 16, 2024
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). TMX Finance of **********, LLC, 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.
Per our previous responses, we have requested proof of documentation showing that the Complainant obtained insurance through InstaLoan but have yet to receive the documentation. Once we have received the documentation we can thoroughly investigate and respond. If the Complainant has proof to that they obtained insurance through Instaloan, we request to submit documentation to ***************************** Otherwise, we consider this matter closed.
Regarding their customer service concern, we appreciate the feedback. TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration the Complainant may have experienced. We have forwarded their concern to management to investigate and act accordingly.
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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Titlemax office refused a payment and refuses to give me info on what to do to get my vehicular, corporate has also been given me misleading information and no resolution. The loan has been paid off and they are not giving me info about how to get my vehicle. They refuse to call me when with info. Lies and being difficult . This is defiantly bad businessBusiness response
06/07/2024
June 7, 2024
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 South *************** 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 TitleMax refused a payment and refused to give information regarding how to obtain their vehicle after paying off their loan.
A review of TitleMax records reveals that on December 18, 2023, the Complainant obtained a Title Loan in the principal amount financed of $616.00 at a storefront in *********, SC. The Complainant granted a security interest in a 2001 ***** V70 with a VIN ending in 038951.The loan was contracted to be repaid in 23 monthly payments of $120.10,beginning January 20, 2024, and a final payment of $118.41, due December 20,2025. On December 22, 2023, the Complainant made a payment of $20.00 and refinanced their existing loan of $611.38, borrowing an additional $300.00. The loan was contracted to be repaid in 23 monthly payments of $165.90, beginning January 20, 2024, and a final payment of $165.98, due December 20, 2025.
On December 24, 2023, the Complainant made a payment of $10.78 and refinanced their existing loan of $911.38, borrowing an additional $150.00. The loan was contracted to be repaid in twenty-three monthly payments of $197.45, beginning January 27, 2024, and a final payment of $195.83, due December 27, 2025. The final refinance was completed on March 14,2024, in which the Complainant made a payment of $1,004.33 and refinanced their existing loan of $89.10, borrowing an additional $110.00. The loan was contracted to be repaid in twenty-three monthly payments of $236.07, beginning April 13, 2024, and a final payment of $234.75, due March 13, 2026.
When the payment was not made on April 13, 2024, the account entered a past due status and a Right to Cure notice was mailed to the Complainant on April 25, 2024. Due to non-payment the vehicle was repossessed on May 30, 2024, and the account was assessed a repossession fee of $488.60. A Notice to Sell was mailed to the Complainant on May 31, 2024. Payment history on the most recent refinance indicates that on June 3, 2024, the account was paid in full in the amount of $2,218.65.
In response to the Complainants claims of the office refusing payment, an investigation found no refusal of payment and no wrongdoing. Since their BBB filing, the Complainant has picked up their vehicle. We encourage the Complainant to contact their TitleMax directly at ************* for any questions regarding this 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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This place a advance payday loans and this situation was the first time that I use them but I'm not unfamiliar with how how this advance loans work and their high interest work but because I'm an a fit income is something sometimes I use.
They advance use a set amount of money you make certain number of payments and you pay it off. This thing with speedy cash was that that when I call their store the lady that answer don't remember her name told she was to busy to help over the phone or even if I came to the store it was "to busy" to do it on line so I went ahead and did it on line.
I have to mention I did signed all the paperwork and all but one of my disabilities includes dyslexia and I'm a bit low on reading understanding.
comes to find out I have made 5 $480 monthly payments and now they want me to pay a lumps of $1982.01 when the original loan was $1410.00. when I call the store a explain to me that the monthly payment does not include any portion to the principal and is only use to keep the loan open.
I do believe this is a predatory loan practice specially with minorities who English is a second language and or have some other disabilities like my self,
I do hope you guys do open an investigation into this type of behavior if not for a positive outcome for my self but for the benefit of other that do not have the means or language skills to understand or speak up when a company like this takes advantage a situation.
I say a company because I have use other company that does the same but every single payment goes tour your principal 6 monthly payments and your are done you don't end up in a worse situation that what you started from.
Once again I just thing that even though someone signs paperwork don't always meant they understand or that they are not being taken advantage of.
Thank and hope you do something about it
Business response
06/10/2024
June 10, 2024
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ********************************* (Complainant). SCIL Texas, LLC, DBA Speedy ****, 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 feel the loan is predatory and believes he may have been taken advantage of by Speedy ****.
Speedy **** is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders and services the resulting loans. Speedy **** services the loan but is not a lender in *****. Speedy **** charges a CAB fee in the amount permitted by Texas law.
A review of Speedy **** records revealed that on January 2, 2024, the Complainant obtained a loan online with TX CSO, **** in the principal amount financed of $1,500.00. The loan was contracted to be repaid in four (4)monthly payments of $420.00, beginning February 3, 2024, and a final payment of $1,982.46, representing the final CAB fee, principal, and lender interest, due June 3, 2024.
A review of the payment history reveals four (4) scheduled payments made on the loan in the total amount of $1,680.00. On June 6, 2024, an automatic payment,authorized by the Optional Loan Payment Authorization signed by the Complainant, was successful in the amount of $1,982.42, which paid off the remaining balance and closed the account.
At the time of loan origination, the Complainant voluntarily signed a Promissory Note 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 loan agreements,the Complainant acknowledged their understanding of the terms and conditions of the loans.
It is important to note that Speedy **** is committed to treating its valued customers in a fair, honest, and transparent manner. Speedy **** reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
06/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not liable for this debt with Buckeye Credit Solutions. I do not have a contract with Buckeye Credit Solutions, they did not provide me with the original contract as I requested.Business response
06/06/2024
****************
Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). Buckeye Credit Solutions, LLC, DBA 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 are not liable for this debt with Buckeye Credit Solutions as they do not have a contract with them. They are requesting to be provided with the original contract and the account to be removed from their credit report.
Checksmart was a credit services organization (“CSO”) and credit access business registered and licensed under Ohio law. Checksmart assisted consumers in obtaining loans from third-party lenders and was not a lender in Ohio. Checksmart charged a CSO fee in the amount permitted by Ohio law.
A review of Checksmart records reveals that on October 20, 2018, the Complainant obtained a CSO Loan with NCP Finance Ohio, LLC, in the principal amount financed of $600.00, at a storefront in Reynoldsburg, OH. Due to continued non-payment, the account was sold to National Credit Adjusters on October 31, 2019.
National Credit Adjusters may or may not be the entity reporting the Complainant’s accounts to the credit bureaus. As we are no longer the owner of the account and Checksmart is not currently reporting the account to any credit bureaus, concerns regarding the account including repayment options, credit reporting removal and further disputes should be directed to ******** ****** ********* reachable 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,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
05/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I took out a loan from Title Max about 1 year ago after I got my 2023 mazda truck. I pay 408 a month now I'm not on time with my payments but it should have atleast went down I'm borrowed only 1800 I owe 2200 or so it's been the same amount since last year. I have a brain injury that cause me not to remember anything but by now this should be paid off. Seriously my brain has me slow but I feel like I'm not moving at all with this.Business response
06/07/2024
********************
Thank you for the opportunity to respond to the complaint filed by ******** *************** (Complainant). TitleMax of Missouri, 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 that they have not been on time with their payments, but the balance should go down. They state the balance has remained at $2,200 since last year. The Complainant requests an explanation of the charges.
A review of TitleMax records reveals that on July 14, 2023, the Complainant obtained a Title Loan in the principal amount financed of $2,370.50 at a storefront in Gladstone, MO. The Complainant granted a security interest in a 2017 Chevrolet Malibu with a VIN ending in ******. The loan was contracted to be repaid in twenty-three monthly payments in the amount of $408.66, beginning on August 11, 2023, and a final payment of $408.20, due July 11, 2025.
It is important to note that at the time of the loan origination, the Complainant signed a Consumer Installment 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 Regulation Z.
In addition, it states “5. Lien Filing Fee; Late Fee: As authorized by Rev. Stat. Mo. § 408.140.1(2), Lender charges the Lien Filing Fee identified above to place its lien on the Vehicle. As authorized by Rev. Stat. Mo. § 408.140.1(3), Lender may charge a late fee on any installment not paid within 15 days of the applicable Payment Due Date in an amount equal to $15 or 5% of the past due installment amount, whichever is greater, up to a maximum of $50, provided that if the scheduled installment amount is $25 or less, the late fee shall not exceed $5.” By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.
After reviewing the Complainant’s account, our records show the Complainant has not followed the payment schedule as intended and there have been ten (10) late payments made on the loan resulting in additional interest accruing on the loan.
TitleMax believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ###-###-#### to arrange a mutually acceptable repayment arrangement for this 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,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer response
06/14/2024
I accept the business's response to resolve this complaint.
Regards,
******** ***************Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made payment online and payed what it said I owed. They took money from my account that day . Several days later are trying to charge me more money saying I didn't finish filling it out. So now it's late. If was finished on my end and they got there money 2 days early. Trying to call and talk to someone and was left on hold for 30 minutes. So I hung up. Tried chat online and it says all busy try again later . I fill like they are just milking meCustomer response
05/30/2024
I have a loan with them . On the 26th I paid the amount due online . It is not due till 28.3 days later I notice they send a message saying I didn't finish with online paper work. But they took my payment out on 26th from bank. So now they want 100+ dollars in late fees. When they were payed early. If I didnt finish the paper work then why did they take my money.Business response
06/04/2024
June 4, 2024
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 states they paid what they owed online and were told they didnt finish the online paperwork. They attempted to call and were left on hold and attempted to chat but received a message to try again later. In addition, they state they now have $100 plus in late fees.
A review of TitleMax records reveals that on November 25, 2023, a CSO Loan was obtained with ******************** LLC, in the principal amount financed of $3,033.00 at a storefront in ********, **. The Complainant granted a security interest in a *************************************** ******. The loan was contracted to be repaid in full in the amount of $3,457.13 on December 27, 2023. On December 22, 2023, the Complainant made a payment of $452.20 and refinanced their existing loan of $2,938.44 borrowing an additional $2,265.00. The loan was contracted to be repaid in full in the amount of $5,203.44, on January 21, 2024.
Between January 19, 2024, and March 17, 2024, the Complainant refinanced their loan on four more occasions,borrowing an additional $4,260.00 total. The sixth and final refinance was completed on April 26, 2024, in which the Complainant made a payment of $1,441.55 and refinanced their existing of $9,463.44. The loan was contracted to be repaid in full in the amount of $10,881.47, on May 28, 2024.
A review of the payment history on the most recent refinance indicates there has been one payment made on the loan on May 26, 2024, in the amount of $1,329.39. When the payment in full was not made on May 28, 2024, the account entered a past due status. The Complainants account currently has a past due balance of $9,546.19.
To address the Complainant's concern regarding the payment made on May 26, 2024, they attempted to refinance that day online but unfortunately failed to complete all the required documentation to complete the refinance. Due to the Complainant not completing the required documentation, the refinance failed and now the account is past due.
TitleMax believes that the conditions of the loan were clearly disclosed, therefore no billing adjustment will be provided at this time. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ************* to arrange a mutually acceptable repayment arrangement for this 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,
BSG Consumer Complaints
PO Box 550
*******************Customer response
06/06/2024
As you know I have had this loan for some time. I do it online every month so I know how it's done . I payed it to days early and was contacted a fee days later saying it's past due. Why would I get on there and pay the amount I am ask to pay and not resign. So its all interest . I don't think I should be having to pay more interest cause of computer glitch or what ever when.you excepted the money on 26. I have tried to resign and it won't let me without paying more interest. I would think I have a payment due on 26th of this month . Milking a good customer is bad business.
Complaint: 21775318
I am rejecting this response because:
Regards,
***************************Business response
06/12/2024
June 12, 2024
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). 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.
As stated in our previous response, to address the Complainant's concern regarding the payment made on May 26, 2024, they attempted to refinance that day online but unfortunately failed to complete all the required documentation to complete the refinance. Due to the Complainant not completing the required documentation, the refinance failed. A review of records indicates that a refinance was completed successfully on June 7, 2024, and is contracted to be repaid on July 7, 2024, in the amount of $10,875.58.
TitleMax believes that the conditions of the loan were clearly disclosed, therefore no billing adjustment will be provided. We encourage the Complainant to contact TitleMax directly at ************* for any questions regarding this 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,BSG Consumer Complaints
PO Box 550
*******************
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Customer Complaints Summary
416 total complaints in the last 3 years.
210 complaints closed in the last 12 months.