Complaints
This profile includes complaints for Advance America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 324 total complaints in the last 3 years.
- 131 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:12/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I entered into a repayment plan on a loan back in September/October and hsve been making my payments as agreed. I however asked to change the due date of one of my payments and then as a courtesy they changed the other day of the last payment as well. However they did not stick to their end the deal they took out a payment on December 22 2022 after I had spoken to someone named Claire about changing my dates and her providing me an email showing these dates changed to January 9 2023 and February 9 2023. I had to file a claim with my bank due to the glitch that they said they have in their system and to top it all off I get an email today saying I had a payment returned in October instead of December due to their negligence in not taking out the payment till January. I spoke to customer service and they did nothing to compensate me for the issue even after I requested the remaining balance be waived and the account closed
Business Response
Date: 01/04/2023
January 4, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ******* ********, Notification ID ******** and Complaint ID ********
Dear Ms. R*****:
ACSO of Texas, L.P., d/b/a Advance America (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******* ********, we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. ******** states “I got put into a payment plan which I have been paying on time every month.” Ms. ******** states “I contacted them to change one date and they refused.” Ms. ******** states she was unhappy with that decision and “…I shouldn’t have to endure a fee from them or the bank because they wont help me in adjusting my plan.”
In Texas, Advance America operates as a Credit Services Organization (“CSO”) and assists customers in gathering information to provide to Integrity Texas Funding, LP (“Lender”), so that the Lender can make a decision whether to issue a loan to the customer. The customer is approved or denied based on the criteria set by the Lender. When a customer is approved, the Lender then funds the loan in the amount identified in the agreement. At the customer’s request, and in consideration of a loan extended by the Lender, Advance America issues a guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the Lender calls for payment on the guaranty to the extent that the loan is outstanding. Due to the customer defaulting on the loan for non-payment, and the guaranty being called by the Lender, the customer will then owe Advance America the unpaid loan amount, which was originally loaned to the customer by the Lender.
According to our records, Ms. ******** entered into a Loan Agreement, Promissory Note and Security Agreement (“Agreement”) with the Lender on September 27, 2022. Pursuant to the Loan Agreement, Promissory Note, and Security Agreement, Ms. ******** agreed to repay an amount of four hundred fifty-six dollars and twenty-five cents ($456.25). On October 3, 2022, Ms. ******** requested to be placed into a payment plan. Ms. ********’s loan balance was separated into three (3) monthly payments of one hundred fourteen dollars and twenty-one cents ($114.21) and one (1) final payment of one hundred fourteen dollars and twenty-four cents ($114.24). On December 16, 2022, Ms. ******** requested all electronic payment authorization to be revoked which included both ACH and Debit Card. On December 22, 2022, an ACH debit was sent to her financial institution, however returned unpaid on December 28, 2022, at her request. Unfortunately, this was due to one of our team members errantly removing payment authorization from only some payment methods. We have reviewed the incident with our internal teams to ensure all future customer requests are handled properly. To date, Ms. ******** has made two (2) of the four (4) total payment plan payments.
We have ensured all electronic payment authorization has been removed from Ms. ********’s account. Thus, her scheduled loan payments will not be automatically debited. Ms. ******** may utilize the online portal, go into a local center, or call Customer Care at (844) ******** to make payments. If Ms. ******** incurred any fees from her financial institution due to this error, she may provide documentation and we will reimburse her for such fees. Ms. ******** may email the documentation to *******************.com. We apologize for the inconvenience this may have caused and we thank Ms. ******** for bringing it to our attention.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to ACSO of Texas, L.P., d/b/a Advance America under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/05/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ********Initial Complaint
Date:12/30/2022
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 received a call from a local Houston, TX number stating there was a case being filed against me to call **********. I tried calling back and the number just rang and rang so I call the number am being told I need to pay $1100 or they will sue me and I will go to jail. I told them I am unable to pay that at the moment but I could pay $200 and I would call the following week. Fast forward the one week and again I am being told they will sue me if they don’t receive the $836 I have called Advance America and have been told there’s nothing due in my name. The company calling me is Alliance. I am a complete loss at this point.Business Response
Date: 01/06/2023
January 6, 2023
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ****** ********, Complaint ID ********
Dear Ms. R*****:
ACSO of Texas, L.P., d/b/a Advance America (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ****** ********, we have reviewed, and we appreciate the opportunity to respond.
In her complaint, Ms. ******** states “I received a call from a local Houston, TX number stating there was a case being filed against me to call **********.” Ms. ******** states she was told, “…I need to pay $1100 or they will sue me and I will go to jail.” Ms. ******** states she was unable to pay the full amount, however, “I could pay $200 and I would call the following week.” Ms. ******** states “I have called Advance America and have been told there’s nothing due in my name.” Ms. ******** states “The company calling me is Alliance.”
In Texas, Advance America operates as a Credit Services Organization (“CSO”) and assists customers in gathering information to provide to Integrity Texas Funding, LP (“Lender”), so that the Lender can make a decision whether to issue a loan to the customer. The customer is approved or denied based on the criteria set by the Lender. When a customer is approved, the Lender then funds the loan in the amount identified in the agreement. At the customer’s request, and in consideration of a loan extended by the Lender, Advance America issues a guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the Lender calls for payment on the guaranty to the extent that the loan is outstanding. Due to the customer defaulting on the loan for non-payment, and the guaranty being called by the Lender, the customer will then owe Advance America the unpaid loan amount, which was originally loaned to the customer by the Lender.
According to our records, Ms. ******** entered into a Loan Agreement, Promissory Note and Security Agreement (“Agreement”) with the Lender on September 14, 2020. Pursuant to the Loan Agreement, Promissory Note, and Security Agreement Ms. ******** agreed to repay an amount of one thousand one hundred forty-five dollars and four cents ($1145.04) in twelve (12) bi-monthly payments of ninety-five dollars and forty-two cents ($95.42). After not receiving a completed payment and multiple unsuccessful attempts to contact Ms. ********, her loan was sold to National Debt Holdings on June 10, 2022, in the amount of one thousand one hundred thirty-six dollars and ninety-one cents ($1136.91).
We have reached out to National Debt Holdings, and they have confirmed the loan is still being collected on by them and they have no affiliation with the business “Alliance.” Ms. ******** may reach out to National Debt Holdings at ***** ******** to discuss mutually agreeable payment options.
These communications with “Alliance” appear to be part of an effort by criminals to defraud consumers by falsely claiming to represent Advance America and further using what appear to be improper and illegal collection practices while doing so. Advance America has previously communicated similar efforts to state and federal regulators as well as the Federal Bureau of Investigation and local law enforcement agencies.
We recommend that Ms. ******** no longer make payments to “Alliance”, continue to document all details of any such communications in the future, that she not disclose any further personal information to the individuals at “Alliance”, and, if appropriate, report such communication to law enforcement.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to ACSO of Texas, L.P., d/b/a Advance America under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/19/2022
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.
Morning, I am having an issue with this company. I spoke to someone on 11/23 and told them payment arrangements they took the amount anyway after setting up arrangements……. So I could reborrow got my pay dates confusion…… so now I owe and it has not been 30 days and my bank is not going to allow them to take the amount owed not even through account. So I am going to pay them bi weekly on an affordable amount. $150 this week. I have had to block them from my bank because when I speak to reps they don’t adhere to anything and try to say oh just take it from account of it is not there. They are not spschic and can not just assume they have all the answers. None of us have it all mentally. And I don’t appreciate one’s who don’t understand hard ships and just take and not adhere to customer concerns. If they would listen then it could go smoothly. But I can not speak to them because I get circles and they just do as they please. So May I go ahead and pay bi weekly before end of January it will be complex paid off. But not more drafts block from my bank account. Hard ship mix up in pay days with advance America. No longer take anything period I will pay on my own in payments due to hardship thank you.Business Response
Date: 12/28/2022
December 28, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ******** ********, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance Centers of Tennessee, Inc. (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******** ********, we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. ******** states “I spoke with someone on 11/23 and told them payment arrangements they took the amount anyway after setting up arrangements….” Ms. ******** states “So I could reborrow got my pay dates confusion.” Ms. ******** states “So I am going to pay them biweekly on an affordable amount.” Ms. ******** states “No longer take anything period I will pay on my own in payments due to hardship thank you.”
According to our records, Ms. ******** entered into a Customer Payday Agreement (“Agreement”) on December 2, 2022, through our online portal. Pursuant to the Agreement, Ms. ******** agreed to repay five hundred dollars ($500) on or before December 16, 2022. There have been two (2) attempts (one via *** and one via Debit Card) to pay the loan in full, however, both attempts were returned unpaid. Ms. ******** has made a total of forty dollars ($40) towards her balance. She currently has a balance of four hundred sixty dollars ($460) remaining.
On December 21, 2022, electronic payment authorization was revoked at the request of Ms. ******** via the above complaint. Ms. ******** may use her online portal or call Customer Care at ***** ******** to pay her remaining balance.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Advance America, Cash Advance Centers of Tennessee, Inc. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/16/2022
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.
It is a online loan company and they were telling me I was approved to get a loan and that they had to verify bank account so they was like we are going to put money in your account and then you need to send it back I was not told how this money was supposed to come up then I got a call from the bank telling me that there was a fraud on my account so I went into the bank and they went over it with me it turns out that this company went through my bank history and made a claim for 5000 using the compost hat I do use regular to pay my bills all this occurred on December 13 to the 15 in the 15 of December the bank had told me to close my account which I did do at approximately 430 pmBusiness Response
Date: 12/19/2022
December 19, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ***** *******, Complaint ID ********
Dear Ms. R*****:
Purpose Financial, Inc., f/k/a Advance America, Cash Advance Centers, Inc. (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ***** *******, we have reviewed, and we appreciate the opportunity to respond.
In her complaint, Ms. ******* states “…they were telling me I was approved to get a loan and that they had to verify bank account so they was like we are going to put money in your account and then you need to send it back”. Ms. ******* states “…I got a call from the bank telling me that there was fraud on my account”. Ms. ******* states she was instructed by her bank to close her account.
After a diligent search of our records, we could not locate any open accounts in our system associated with the personal information provided in Ms. *******’s complaint. Advance America would never deposit funds into a customer’s account only to demand their immediate return. Advance America no longer operates brick-and-mortar storefront locations in the state of Illinois, nor do we offer online service to residents of Illinois.
These communications appear to be part of an effort by criminals to defraud consumers by falsely claiming to represent Advance America. Advance America has previously communicated similar efforts to state and federal regulators as well as the Federal Bureau of Investigation and local law enforcement agencies.
We recommend that Ms. ******* continue to document all details of any such communications in the future, that she not disclose any personal information to the individuals, and, if appropriate, report such communication to law enforcement.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Purpose Financial, Inc., f/k/a Advance America, Cash Advance Centers, Inc. under any applicable laws, statutes, or procedures.
Sincerely,
Ally Petrey
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/09/2022
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 December 8th I paid my loan off early like I usually do two hours after my loan was paid off my card was debited for $148 and change. When advance opened I contacted our local office to get some of the worst news I didn't need to hear. After I paid my loan off something should have updated in the system on my account so my account wasn't double charged. After talking to them I get told it's going to take 72 business hours to get my money refunded and even though my loan is paid off I can't get another one until this glitch is fixed which means my car insurance got cancelled and instead of just owing the $300 now I have to come up with $600 to get my insurance reinstated and then if they suspend my license and my husband's that's another $500 how is any of this even right when all I did was paid my loan off.Business Response
Date: 12/19/2022
December 19, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ******* ********, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance Centers of Florida, LLC (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******* ********, we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. ******** states she paid her loan off early, however “…my card was debited for $148 and change.” Ms. ******** states she contacted a local Advance America and was told “…something should have updated in the system on my account so my account wasn’t double charged.” Ms. ******** states “after talking to them I get told it’s going to take 72 business hours to get my money refunded”.
According to our records, Ms. ******** entered into a Customer Installment Agreement (“Agreement”) with Advance America on October 28, 2022, through our online portal. According to the Agreement, Ms. ******** agreed to repay an amount of eight hundred ninety-three dollars and eighty-three cents ($893.83) in 6 bimonthly payments. On December 8, 2022, Ms. ********’s scheduled payment of one hundred forty eighty dollars and ninety-eight cents ($148.98) was sent to her financial institution. After the scheduled payment was already in flight, Ms. ******** made an additional payment of three hundred eighty-four dollars and six cents ($384.06) which would have paid the loan in full. The three hundred eighty-four dollars and six cents ($384.06) was reversed and sent back to Ms. ********’s financial institution by our treasury department on December 8, 2022.
We are currently working with our internal teams and appreciate Ms. ******** bringing her concern to our attention. We apologize for any inconvenience we may have caused. We have waived the balance of Ms. ********’s installment loan as of December 19, 2022. We hope this satisfies Ms. ******** and hope she will consider us for her future financial needs.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Advance America, Cash Advance Centers of Florida, LLC under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/08/2022
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.
How are you and the government allow business like these to take advantage of consumers like this and we already poor I took out a line of credit and they making me pay back triple of what I borrowed and allow them to add interest everyday this hurt ppl and I am on a fixed incomeBusiness Response
Date: 12/20/2022
December 20, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ******* ********, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance Centers of Tennessee, Inc. (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******* ********, we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. *******s states “…I took out a line of credit and they making me pay back triple of what I borrowed and allow them to add interest everyday”. Ms. *******s states she is on a fixed income.
According to our records, Ms. ******** entered into a Customer Line of Credit Agreement (“Agreement”) with Advance America on July 1, 2022, at *** ***** ******* *** ** ******** ** *****. On July 1, 2022, Ms. *******s made a draw of her maximum credit limit of five hundred ninety-five dollars ($595). Fees and interest accrue only on outstanding principal and Ms. *******s receives a monthly statement notifying her of the minimum payment due. Ms. *******s has been making minimum payments due, which includes a 5% paydown toward the principal balance each month.
On December 15, 2022, Management reached out to Ms. *******s to review her account. Ms. *******s was advised that if she could make additional payments to principal, it would reduce the total fees and interest that will accrue on her Line. As a courtesy, her account was credited one hundred dollars ($100) and the local center will continue to work with Ms. *******s on repayment of her account.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Advance America, Cash Advance Centers of Tennessee, Inc. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/02/2022
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 have a current loan, payments due on the 1st day of each month, which is my payday. I've made all payments on time. My last payment was due December 1st which was on time. My next payment, instead of being due on January 1st, is due on December 30th, which is two days before my payday. Although my January 1st payday is an actual holiday, I get paid on the business day after the holiday, not two days before the holiday. I contacted Advance America to request that my payment date be moved at least to my pay date, which it should be anyway, and they have refused. Essentially, they are asking me to make two payments in one month which is not possible because I'm only paid once a month. I would be forced to have the payment rejected which would cost me fees with them and fees with my bank, which I cannot afford.Business Response
Date: 12/12/2022
December 12, 2022
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ******* ******, Complaint ID ********
Dear Ms. R*****:
ACSO of Texas, L.P., d/b/a Advance America (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******* ****** and we appreciate the opportunity to respond.
In her complaint, Ms. ****** states “…payments due on the 1st day of each month, which is my payday.” Ms. ****** states “My last payment was due December 1st which was on time” however “My next payment, instead of being due on January 1st, is due on December 30th, which is two days before my payday.” Ms. ****** states even though the next due date is a Holiday, “I get paid on the business day after the holiday, not two days before the holiday.” Ms. ****** states she contacted “Advance America to request that my payment date be moved at least to my pay date, which it should be anyway, and they have refused.”
In Texas, Advance America operates as a Credit Services Organization (“CSO”) and assists customers in gathering information to provide to Integrity Texas Funding, LP (“Lender”), so that the Lender can make a decision whether to issue a loan to the customer. The customer is approved or denied based on the criteria set by the Lender. When a customer is approved, the Lender then funds the loan in the amount identified in the agreement. At the customer’s request, and in consideration of a loan extended by the Lender, Advance America issues a guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the Lender calls for payment on the guaranty to the extent that the loan is outstanding. Due to the customer defaulting on the loan for non-payment, and the guaranty being called by the Lender, the customer will then owe Advance America the unpaid loan amount, which was originally loaned to the customer by the Lender.
According to our records, Ms. ****** entered into a Loan Agreement, Promissory Note and Security Agreement (“Agreement”) with the Lender on October 5, 2022, through the online portal. Pursuant to the Promissory Note, Ms. ****** agreed to repay an amount of one thousand six hundred three dollars and fifty-nine cents ($1603.59). Ms. ****** has made two (2) complete payments and is currently in good standing.
Pursuant to Ms. ******’ request, her complaint was escalated, and I have investigated her concerns. We worked with several internal teams to resolve Ms. ******’ concerns to the best of our system capabilities. As of December 2, 2022, Ms. ******’ ACH has been revoked, therefore payments will not be attempted prior to her pay dates. She will now need to either log into the online customer portal or contact our Customer Care team at ***** ******** to make her payments.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to ACSO of Texas, L.P., d/b/a Advance America, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took out a loan and lost my job. I'm sick and can not afford the payments. I originally called in June for a settlement and they said I would have to wait to go into default. I have had many loans and paid a lot of interest to them. I'm in a really bad position and would like to repay what is owed without the interest $2163.58, I did make 3 payments. (Application Number: ******** Loan Amount: $2,950.00 Application Date: 05/06/2022 Balance: $3,870.33 Type:Installment Status:Collections) They should offer a one time hardship to customers. I would like to pay 200 for 11 months until paid off.Business Response
Date: 12/07/2022
December 7, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** * *********** ** *****
RE: Ms. ******** ******, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance Centers of Wisconsin, Inc. (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ******** ****** and we appreciate the opportunity to respond.
In her complaint, Ms. ****** states she took out a loan, however lost her job. Ms. ****** states “I’m sick and can not afford the payments.” Ms. ****** states she contacted Advance America in June to discuss options, however, was told “…I would have to wait to go into default.” Ms. ****** states “I would like to pay 200 for 100 months until paid off.”
According to our records, Ms. ****** entered into a Customer Agreement (“Agreement”) with Advance America on May 6, 2022, through the online portal. Pursuant to the Agreement, Ms. ****** agreed to repay nine thousand two hundred seventy-three dollars and eighty-two cents ($9273.82). Ms. ****** has paid a total of seven hundred eighty-six dollars and forty-two cents ($786.42). Ms. ****** currently has a balance owed of three thousand eight hundred seventy dollars and thirty-three cents ($3870.33).
Ms. ****** may reach out to our Customer Care line at ***** ******** or log into her online portal to make payments.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Advance America, Cash Advance Centers of Wisconsin, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystTell us why here...Initial Complaint
Date:11/22/2022
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 am very upset that I file for BK Ch7 and this company is taking their precious time and energy to not take my info out of a system that says I owe money AFTER being notified. I have had no issues but with this company doing what is LEGALLY OBLIGATORY to do in my account. I have been to and called numerous place of this company to no available as if they are trying to deliberately be a pain when what I need done LEGALLY does not take but a matter of minutes to do. I have been given so much of the wrong information it does nothing but make one very upset. I want to speak with a higher up about why this is taking so long? They get rude when you are mad that no one answers the phone that can help me rid this issue. You have been properly notified to remove me from this database and don’t. I believe they are purposely trying to hold this over my head when you CANNOT by the law. Every time I call they keep saying “this is an attempt to collect a debt”, what ?? You cannot do that. I just want out of this system so that I can move on with my life. I would like an higher person not a store manager DONE THAT not a district overseer DID THAT ..I need someone who can help relieve this issue completely ASAP !! THIS SHOULD NOT BE SUCH A HEADACHE AS IT IS. Waiting for a responseBusiness Response
Date: 11/29/2022
November 29, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ***** ***** *, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance Centers of Florida, LLC (“Advance America”) is in receipt of a complaint filed with your agency by Ms. ***** ***** * and we appreciate the opportunity to respond.
In her complaint, Ms. ***** * states she was upset because her debt from Advance America was not taken “…out of a system” from filing Chapter 7 Bankruptcy. Ms. ***** * states the Bankruptcy notification was sent to Advance America and she is “waiting for a response.”
Pursuant to Ms. ***** *’s request, her complaint was investigated. My investigation revealed on November 22, 2022, Ms. ***** *’s information reflected she no longer has a balance with Advance America. This was also reflected in the Florida State Database System. We apologize for any inconvenience.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Advance America, Cash Advance Centers of Florida, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:11/17/2022
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.
Some so called company email me this morning claiming to be (********* ***** ********** **********) claiming that they are seeking court garnishment for $1045 for a $400 loan from Advance cash America. They didn't provide no phone number are any other contact information. They claim that I have 24 hours to respond with payment. I have NEVER borrowed money from any check cashing companyBusiness Response
Date: 11/22/2022
November 22, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Mr. ***** ********, Complaint ID ********
Dear Ms. R*****:
Purpose Financial, Inc., f/k/a Advance America, Cash Advance Centers, Inc. (“Advance America”) is in receipt of a complaint filed with your agency by Mr. ***** ********, and we appreciate the opportunity to respond.
In his complaint, Mr. ******** states “Some so called company email me this morning claiming to be ********** ***** ********************] claiming that they are seeking court garnishment for $1045 for a $400 loan from Advance cash America.” Mr. ******** states no contact information was left for him to use. Mr. ******** states “they claim that I have 24hours to respond with payment.” Mr. ******** states “I have NEVER borrowed money from any check cashing company.”
After a diligent search of our records, we could not locate any open accounts in our system associated with the personal information provided in Mr. ********’s complaint. Advance America does not operate brick-and-mortar storefronts in the state of Georgia, nor does it offer services to Georgia residents. Advance America is not affiliated with a company named “Instacash” or “Advance cash America”. Additionally, Advance America employees do not utilize email addresses on the server “@gmail.com” for business purposes.
These communications appear to be part of an effort by criminals to defraud consumers by falsely claiming to represent Advance America and further using what appear to be improper and illegal collection practices while doing so. Advance America has previously communicated similar efforts to state and federal regulators as well as the Federal Bureau of Investigation and local law enforcement agencies.
We recommend that Mr. ******** continue to document all details of any such communications in the future, that he not disclose any personal information to the individuals, and, if appropriate, report such communication to law enforcement.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded to Purpose Financial, Inc., f/k/a Advance America, Cash Advance Centers, Inc. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
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