Complaints
This profile includes complaints for Security Group, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 111 total complaints in the last 3 years.
- 35 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:08/04/2023
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 received several letters in the mail from this company telling me I am pre approved for a loan. I finally decided to take them up on their offer and completed an online application that I was approved for on 7/28/2023. I then got a call from the office on 08/01/2023 to finalize my application and was told I would be called back in a few moments, never received a phone call. I called back to follow up today on 8/3/2023 and explained the situation and was put on hold for 10 minutes before I decided to hang up. So I’m guessing I was declined for their loan and instead of telling me that they are ignoring me. So how about y’all show at least a little bit of professionalism and tell me your decision and more importantly STOP SPAMMING MY HOME if I’m not even really approved.
Business Response
Date: 08/29/2023
SECURITY FINANCE OF GEORGIA, LLC
CORPORATE OFFICE
**** *** *** ************ ** **********
****************
Tonya *. R*******
Corporate Counsel, Compliance
August 15, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: BBB Complaint: ****** ******
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received August 4, 2023, via email
notification. We take all complaints received seriously and have thoroughly investigated this
matter with the assistance of our operations team. The results of our investigation are as follows.
On August 7, 2023, Mr. ***** obtained a loan with a total repayment amount of $765.00 from
our Security Finance branch office in Carrollton, Georgia, and agreed to repay the loan in nine
monthly installments of $85.00 each beginning September 7, 2023. A copy of Mr. ******* loan
agreement is enclosed.
We understand Mr. ***** to allege that he received several letters in the mail from us informing
him that he was pre-approved for a loan. In response to our offer, he completed an online
application on 7/28/2023. He received a call from us on 08/01/2023 to finalize his loan
application and was told he would receive a call back in a few moments, but we never called. He
called us on 8/3/2023 to follow-up on his loan application and was put on hold for 10 minutes
before he decided to end the call. Mr. ****** assumes that he was declined for a loan but instead
of us informing him of that decision, we ignored him. He requests that we show professionalism,
inform him of our decision, and stop sending mail to his home if he isn’t approved for a loan.
Mr. ***** further requests that we contact him.
We are unable to confirm Mr. ******* allegations. Our investigation indicates that on July 31,
2023 we called Mr. *****, at the telephone number he provided in his online credit application,
concerning the status of his loan application. However, Mr. ***** did not answer his telephone
so we left a voicemail message and requested that he return our call. Mr. ***** did not respond
to our request. Therefore, on August 3, 2023, the branch office mailed a Statement of Credit
Denial notice to Mr. *****, at his address listed on his credit application, pursuant to our
obligations under the Fair Credit Reporting Act (“FCRA”) and Equal Credit Opportunity Act
(“ECOA”). However, upon receipt of his complaint on August 4, 2023, the branch office
followed up with Mr. *****. Ultimately, Mr. ***** qualified for a loan, we offered him a loan,
and he accepted the terms of the loan offer. Mr. ***** agreed to come in to the office on August
7, 2023 to consummate the loan. A copy of the loan agreement is enclosed.
******
Consumer Financial Protection Bureau
Via Online Consumer Complaint Portal
Re: ****** ******
Page 2
We appreciate that Mr. ***** took the time to notify us of his concerns and hope that we have
been able to address them to his satisfaction. If he has any further concerns, he can contact our
Customer Relations Department at ****************.
Sincerely,
SECURITY FINANCE OF GEORGIA, LLC
Tonya *. R*******
Corporate Counsel, ComplianceInitial Complaint
Date:07/17/2023
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 not liable for this debt with Security Finance Corpora. I do not have a contract with Security Group, Inc. They did not provide me with the original contract as I requested.Business Response
Date: 08/04/2023
July 26, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: BBB Complaint: ***** ******
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received July 17, 2023, via email
notification. We have investigated this matter with the assistance of our operations and customer
relations teams and the results of our investigation are as follows.
On January 22, 2018, Ms. **** obtained a loan with a total repayment amount of $336.00 from
our Sunbelt Credit branch office in Huntsville, Texas, and agreed to repay the loan in six
monthly installments of $56.00 each beginning February 22, 2018. Despite representing her
willingness and ability to repay the loan, Ms. **** never made a single payment on her account.
Her account was subsequently charged off on August 31, 2018, with an outstanding balance of
$396.001. A copy of Ms. ****** loan agreement and payment history is enclosed.
Ms. **** alleges that she is not liable for the above-referenced loan, that she does not have a loan
agreement with us, and that we did not provide her “with the original contract as [she]
requested.” Ms. **** demands deletion of the tradeline associated with her account from her
credit report.
We are unable to substantiate Ms. ****** allegations through our investigation. Our investigation
shows that Ms. **** personally came to our branch office to sign the loan agreement and other
documentation associated with her loan that she now claims to be fraudulent. At that time, Ms.
**** provided a copy of her Texas Driver’s License as proof of identity. A copy of Ms. ******
Driver’s License is enclosed. Furthermore, a review of our records and available information
indicates that we spoke to Ms. **** on April 20, 2018 at which time she provided us with her
1 We typically charge off accounts when it has been at least 180 days since a payment has been received due to the
unlikelihood that a payment will be forthcoming in the near term. Charging off an account is a discrete accounting
event and in no way affects a customer’s contractual obligations under his/her loan agreement. As such, charged-off
accounts are reported to the credit reporting agencies and will typically remain on a consumer’s credit report for
seven years from delinquency.
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ***** ******
Page 2
“new” telephone number that is the same telephone number Ms. **** provided in this complaint.
In addition, Ms. **** made a promise to pay on her account that same day but did not honor her
promise. Thereafter, our records indicate that we spoke with Ms. **** on more than ten
occasions regarding the status of her account and on numerous occasions, Ms. **** made broken
promises to pay. At no point during any of these conversations did Ms. **** indicate that the
above-reference loan did not belong to her. In fact, on September 19, 2019, Ms. **** spoke with
our branch office and inquired about a settlement for her account. Typically, multiple promises
to pay are not made on a fraudulently obtained account much less an inquiry into settling the
account.
In addition, our records reveal that on November 18, 2020, Ms. **** filed an indirect credit
dispute with ******* alleging that the above-referenced account belonged to another individual.
We investigated her claim and determined that the above-referenced account belonged to Ms.
**** personally, and responded accordingly on November 25, 2020. On November 20, 2020,
Ms. **** filed an indirect credit dispute with ********** claiming that the above-referenced
account belonged to another individual. We instigated her claim, determined this was not the
case, and responded accordingly on December 2, 2020. On August 12, 2021, Ms. **** filed
another indirect credit dispute with ******* claiming identity fraud. We investigated her claim,
found that there was no fraud and responded accordingly on August 24, 2021. On July 15, 2023,
Ms. **** filed an indirect credit dispute with ********** alleging fraud. Once again, we
investigated Ms. ****** claim, determined there was no fraud involved and responded
accordingly on July 26, 2023.
Should Ms. **** disagree with our conclusion, we will need her cooperation to further
investigate any fraud concerns. As a starting point, Ms. **** will need to complete the enclosed
ID Theft Affidavit so that a claim can be initiated by our Customer Relations Department. Please
have Ms. **** return the completed form along with a copy of her identification and proof of
residency to our Customer Relations Department to **************************************
*********** or mail the forms to **** *** ***** ************ ***** ******** *****. Once we
receive this information, we will move forward with additional steps to investigate the matter.
As a data furnisher, we have an obligation to report accurate information to the credit reporting
agencies. We have verified that we are accurately reporting Ms. ****** account and payment
history on the above-referenced loan. As such, we will not remove or modify the tradeline
associated with Ms. ****** account.
With regards to Ms. ****** claim that we have not provided her with the “original contract” she
requested, prior to receiving this complaint, we have no record of Ms. ****** request.
Nonetheless, as stated above, we have enclosed a copy of Ms. ****** loan agreement.
Additionally, according to the requirements of the Fair Credit Reporting Act (“FCRA”), any
consumer disputing information on his or her credit report must notify the creditor of the dispute
in writing with detailed information regarding the specific information that is being disputed.
The consumer must also explain the basis for the dispute and include all supporting
125422
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ***** ******
Page 3
documentation to substantiate the basis of the dispute. The dispute also must be mailed to the
address designated by the creditor.
We have designated the following address for any disputes:
Customer Relations and Disputes
**** *** **** ************ ** *****
Upon receipt of a dispute which conforms to the above requirements and which contains
additional identifying information, we will research and respond to the dispute within the
timeframe required by the FCRA.
In closing, we emphasize that Ms. **** made a legal commitment to repay her loan and
represented her willingness and ability to do so at that time. We trust that Ms. **** will fulfill
her commitment and contact our Customer Relations Department to make payment arrangements
on her account.
We thank Ms. **** for taking the time to notify us of her concerns and hope that we have been
able to address them to her satisfaction. If she has any further questions, please direct her to
contact our Customer Relations Department at ***************
Sincerely,
SECURITY FINANCE OF TEXAS, LPInitial Complaint
Date:07/12/2023
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 noticed I had late payments from *********** ****** *** on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business Response
Date: 07/19/2023
This consumer complaint references *********** ****** *** in California. We do not operate under the name *********** ****** *** nor do we operate in California. An Internet search reveals a *********** ****** ******* located at ** ** ****** ******* ***** ** ***** ******** ** ***** who offers financial services. We are not affiliated with nor do we do business with *********** ****** ***trol. As a result, we believe this complaint has been directed to the incorrect company.Initial Complaint
Date:07/05/2023
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 am not liable for this debt with security finance corpora c/o security finance , I do not have a contract with security finance corpora c/o security finance , they did not provide me with the original contract as i requested.Customer Answer
Date: 07/17/2023
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,
*********** *****Business Response
Date: 07/18/2023
July 14, 2023
via Online
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: BBB Complaint: ****** ***********
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received on July 5, 2023, via email
notification. We take all complaints received seriously and have thoroughly investigated this
matter with the assistance of our operations and customer relations teams. The results of our
investigation are as follows.
It is our understanding that Ms. ***** alleges she is not liable for “this” debt with Security
Finance since she does not have a contract with Security Finance and we did not provide her
with the original contract as she requested. She requests correction to her credit report and
demands this account be removed from [her] credit report.
After a diligent search of our records, we are unable to identify a customer account with the very
limited identifying information Ms. ***** provided in this complaint. If Ms. ***** will provide
us with additional identifying information, including the last four digits of her social security
number, loan number or branch name, and city and state where the loan was obtained, we would
be happy to research her complaint further. Customer service is extremely important to us, and
we would appreciate the opportunity to more fully research Ms. *****’s claims.
If Ms. ***** has any questions or would like to provide additional information so that we can
fully research this matter, please direct her to contact our Customer Relations Department at 1-
(866)-******** and ask to speak with Tracy F*****.
Sincerely,
SECURITY FINANCE CORPORATION OF NEVADA, LLC
Tonya *. Randolph
Corporate Counsel, Compliance
****
******Initial Complaint
Date:06/30/2023
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 November 3rd 2023, I made my 1st payment on my loan for my vehicle, I explained to the gentleman that I needed to switch the date to correspond w my bonus check to the 10th each month. After 8 months of receiving calls from this place from the 3rd-10th, I spoke with the representative and he reiterated no one notated your account so he didn't see anything regarding this, however this is the same account manager that I have been working. I sent an email back in January requesting to work with a new manager because I felt as if I was being deceived, the manager sd he would email me the documentation showing my new due date of the 10th of each month, never got anything. I have since hired an attorney to look into this matter for me because negligence by the account manager to not notate the account correctly has led to harassment and solicitation of payment. It is very scary having an account manager who has all of your personal information at his display and when a customer requests something & he doesn't come through on his promises, there is no way that I can feel safe with this company handling my personal informationBusiness Response
Date: 08/09/2023
July 24, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: CFPB Complaint: ******* ****
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received June 30, 2023, via email
notification. We have investigated this matter with the assistance of our operations team and the
results of our investigation are as follows.
On October 4, 2022, Mr. ****** executed a Retail Installment Sale Contract (“Contract”) in
connection with the purchase of a 2009 ***** ****** (the “Vehicle”) through ***** *******
Inc. an Ohio automobile dealer (“Dealer”). We in turn purchased the Contract from Dealer.
The terms of the Contract include 39 monthly payments of $340.62 each due by the 3rd of each
month beginning November 3, 2022. A copy of Mr. ****** Contract is enclosed.
We understand Mr. ****** to allege the following in his complaint:
1. On November 3, 2022, Mr. ****** made his first payment on his loan for his vehicle.
2. At that time, Mr. ****** explained to us that he needed to move his due date so that it
would correspond with his bonus checks that he receives on the 10th of each month.
3. For the past 8 months, Mr. ****** has received calls from us from the 3rd through the 10th
of each month.
4. Mr. ****** spoke with an account manager who told him a due date change request was
not noted in his file.
5. In January of 2023, Mr. ****** requested via email a new account manager and a due
date change and was told that he would receive documentation via email showing his new
due date of the 10th of each month but to date he has not received the documentation.
6. Mr. ****** has hired an attorney to look into this matter because of negligence,
harassment and solicitation of payment.
7. Mr. ****** doesn't feel safe with us “handling [his] personal information.”
8. He requests a refund.
Consumer Financial Protection Bureau
Via Online Consumer Complaint Portal
Re: ******* ****
July 24, 2023
Page 2
We have investigated Mr. ******’ allegations and our investigation reveals the following:
On December 6, 2022, Mr. ****** called us and left a voice mail message stating that he was a
salaried employee, not hourly and would like to move his payment date to the 10th of each
month. Our records show that we attempted to reach Mr. ****** on December 8, 2022,
December 9, 2022 and December 13, 2022. Mr. ****** returned our call on December 13, 2022
and we discussed the status of his insurance policy but there is no record of discussing a payment
due date change. On January 6, 2023, we spoke with Mr. ****** and during this conversation he
stated that he needed to change his payment date to the 10th because that is when he gets his
commission check. On February 6, 2023, we spoke with Mr. ****** regarding the status of his
account and he informed us that he always pays on the 10th because of his pay dates.
Between March 23, 2023 and April 11, 2023 we attempted to reach Mr. ****** regarding the
status of his insurance. On April 11, 2023 we were able to reach Mr. ****** and at that time he
stated he was working on getting insurance and would call us once he had the proper insurance
so that we could update his account.
On May 15, 2023, we spoke with Mr. ****** regarding the status of his account because we had
not received a payment. At that time, he told us that his debit card had been “hacked” and he was
waiting on a new one. He made a promise to come by our office the next day and make a cash
payment during his lunch break. However, Mr. ****** did not honor his promise. Therefore, we
attempted to call Mr. ****** on May 17, 2023, May 18, 2023, May 19, 2023, May 22, 2023 and
May 23, 2023. We finally reached Mr. ****** on May 24, 2023 at which time Mr. ****** stated
that he fell behind due to fraud with his debt card, the bank had given him a temporary debit card
but he could only use it at an ATM and that he worked until 6:00 pm everyday so he was unable
to get to the bank before it closed. We advised Mr. ****** to go to the bank on Saturday to obtain
a cashiers check and make payment via our afterhours lockbox. Mr. ****** made his payment on
May 29, 2023.
On May 31, 2023 we spoke with Mr. ****** regarding the status of his insurance. At that time
Mr.****** stated he had a family plan but that “he broke away from the family plan”, and he
would add the Vehicle to the family plan after work that day. We did not receive any insurance
information and we were unable to make contact with Mr. ****** until June 16, 2023.
On June 16, 2023, Mr. ****** informed us that his job had “put his direct deposit in somebody
else’s account” and that it would be straightened out next Friday and that he would make a
payment at that time.
We did not speak with Mr. ****** again until June 24, 2023 at which time Mr. ******
complained about his late fees and his due date. During this conversation Mr. ****** advised that
he had requested a due date change in November of 2022. Our employee mistakenly advised Mr.
****** that he did not see a request for a due date change but that we would be able to
125318
Consumer Financial Protection Bureau
Via Online Consumer Complaint Portal
Re: ******* ****
July 24, 2023
Page 3
accommodate his request for a due date change. However, Mr. ****** stated we had deceived
him and for us to come get the Vehicle. Our employee asked Mr. ****** the location of the
Vehicle but Mr. ****** did not respond.
We did not speak with Mr. ****** again until June 30, 2023 at which time Mr. ****** called us,
very upset and stated that he had hired an attorney because of harassment, said we were
negligent, and that he had recorded conversations that prove we have been harassing him. He
also stated that he had been in the banking business for 15-20 years and that he knows the rules
and his account representative deceived him and did not follow the rules. He further stated that
the account representative did not notate his account and therefore was negligent. Mr. ****** also
stated that he had sent us an email in December requesting a new customer service representative
but that we never responded. Mr. ****** also advised us that “coincidentally” his attorney was in
the office and Mr. ****** placed the call on speaker phone so that his attorney could listen. Later
that same day, Mr. ****** called our Customer Relations Department stating that his car would
not start and that it was because we “hit a kill switch” due to non-payment. We advised Mr.
****** that we do not install GPS units on our collateral.
With respect to Mr. ****** allegations related to his request for a due date change, as stated
above, our investigation reveals that Mr. ****** did request a due date change in December 2022
and again in January 2023. It appears Mr. ****** was never provided with the necessary
paperwork that he would need to complete in order for the due date change request to be granted.
Therefore, we have escalated this matter to the Vice President to ensure that the employees at the
branch office receive additional training on our procedure for due date change requests.
Mr. ****** has a cease placed on his account for telephone calls. As a result, we are unable to
reach out to Mr. ****** to discuss the necessary paperwork that he needs to complete so that we
may grant his request to move his due date to the 10th of each month. If Mr. ****** is still
interested in this due date change, he should contact our Customer Relations Department, at the
below referenced telephone number, and request that the Vice President reach out to him to
discuss the due date change. Mr. ****** should also reference this response letter when he
contacts our Customer Relations Department. In addition, we have waived the late fee associated
with Mr. ******’ January payment that was received on January 19, 2023. However, we will not
waive the late fees assessed for Mr. ******’ May 2023 payment which was made on May 29,
2023 (i.e. 19 days after the 10th) and June 2023 payment which was made on June 29, 2023 (i.e.
19 days after the 10th). A copy of Mr. ******’ payment history is enclosed.
With respect to Mr. ******’ claims of harassment, this is simply not true. We understand our
customers may experience financial difficulties; however, it is essential that customers maintain
communication with us when financial difficulties arise so that we can work with them and
develop plans to keep their accounts in good standing and avoid repossession. We would also
like to point out that, as explained above, our attempts to contact Mr. ****** in several instances
were related to his lapse in insurance, not a late payment, and his broken promises to obtain the
necessary insurance protection that he agreed to provide under the terms of his Contract.
125318
Consumer Financial Protection Bureau
Via Online Consumer Complaint Portal
Re: ******* ****
July 24, 2023
Page 4
Nonetheless, we have marked Mr. ******’ account to cease and desist all telephone calls. Mr.
****** should note that a cease on telephone calls does not absolve him from his contractual
obligation to repay his loan. As such, all applicable late charges and collection cost will continue
to accrue in accordance with the terms of his Contract. In addition, as a data furnisher, we will
continue to accurately report Mr. ******’ payment activity to the credit reporting agencies to
whom we report, ******* and **********.1
With regards to Mr. ******’ allegation that he emailed our branch office in January requesting a
new account manager, we have been unable to substantiate his claim.
While we do not agree with Mr. ****** claim that we were negligent, we are providing additional
training to our employees to ensure that our customers are provided the best customer service
that our company has to offer.
In closing, we note that Mr. ****** made a legal commitment to repay the money loaned to him
for the financing of his Vehicle and to maintain adequate insurance coverage. We trust that Mr.
****** will fulfill his commitment.
We appreciate that Mr. ****** took the time to notify us of his concerns and hope that we have
been able to address them to his satisfaction. If he has any further questions, please direct him to
contact our Customer Relations Department at ****************.
Sincerely,
PROFESSIONAL FINANCIAL SERVICES OF OHIO, LLCInitial Complaint
Date:06/22/2023
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 not liable for this debt with *** **** *******. I do not have a contract with the collection agency. They did not provide me with the original contract as requested.Business Response
Date: 07/18/2023
June 30, 2023
via Online
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: BBB Complaint: ******** *****
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received on June 22, 2023, via email
notification. We take all complaints received seriously and have thoroughly investigated this matter
with the assistance of our operations and customer relations teams. The results of our investigation
are as follows.
Ms. ******* alleges:
1. She is not liable for this debt with “PFS Auto Fiances [sic]”,
2. She does not have a contract with the collection agency, and
3. We did not provide her with the original contract as she requested.
Ms. ******* requests correction to her credit report and demands that this account be removed from
her credit report.
As an initial matter, we have no knowledge of the “debt” to which Ms. ******* is referring. We
assume Ms. ******* intended to dispute the credit inquiry we initiated on her credit report on May 3,
2023 in connection with her application for a vehicle purchase and not a tradeline associated with a
purchase of a vehicle financed through us.
Our business involves indirect automobile financing through the purchase of retail installment sales
contracts for new and used automobiles, trucks and motorcycles originated by franchise and
independent vehicle dealers. When an automobile dealer with whom we conduct business notifies
us of a potential financing opportunity for one of its customers, we perform an underwriting
analysis to determine if the potential financing opportunity fits within our lending criteria. Our
underwriting analysis includes, among other things, a review of the customer’s credit history,
employment, and general ability to repay the contemplated amount. If we choose to finance a
particular transaction, the automobile dealer will enter into a retail installment sales contract with
the customer containing the agreed-upon terms and conditions and we will subsequently purchase
that contract from the dealer.
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ******** *****
Page 2
On May 3, 2023, Ms. ******* engaged in discussions with **** ****, an automobile dealer located
at **** ********* ******** *********** ** ***** (hereinafter referred to as the “Dealership”),
regarding her potential purchase of a vehicle. The Dealership notified our Tallahassee branch office
of the potential opportunity to finance Ms. ********* purchase of a vehicle and provided an
application for each of the three separate vehicles Ms. ******* was considering for purchase:
1. 2017 ****** *******, application *******
2. 2015 *** ***** application ******** and
3. 2012 ******** **** * *****, application ********.
Per our regular underwriting process, we made an inquiry into Ms. ********* credit history to
determine if she meets our lending criteria. We made a counter offer to Ms. ******* in regards to her
application for the 2017 ****** *******. However, Ms. ******* chose not to accept our counter offer.
Therefore, a contract was not entered into and we did not fund the purchase of this vehicle. We
approved Ms. ********* application to finance the 2015 *** ****. However, once again, Ms. *******
chose not to accept our offer to finance the purchase of the 2015 *** ****; therefore, a contract
was not entered into and we did not fund the purchase of this vehicle. The third application,
submitted by the dealership on behalf of Ms. ******* for the financing of the purchase of a 2012
******** **** * ***** was determined to be a duplicate and therefore we did not pursue further
consideration of this financing opportunity. A Statement of Denial letter was mailed to Ms. *******
on May 16, 2023. Copies of the loan applications and Statement of Denial letters are enclosed.
Obtaining a consumer credit report in connection with an application for credit is explicitly
permitted under Section 604(a)(3)(A) of the Fair Credit Reporting Act. In the above-referenced
instances, we obtained Ms. ********* credit report in connection with her application for credit to
purchase an automobile. As such, our inquiry into Ms. ********* credit history was legitimate, and
we will not remove it from her credit report.
In closing, we appreciate that Ms. ******* took the time to notify us of her concerns and hope that we
have been able to address them to her satisfaction. If she has any further concerns, she can contact
our Customer Relations Department at ****************.
Sincerely,
PROFESSIONAL FINANCIAL SERVICES OF FLORIDA, LLC
Tonya ** R*******
Corporate Counsel, ComplianceInitial Complaint
Date:06/12/2023
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 not liable for this debt, I do not have a contract with Security Finance Corp, they did not provide me with the original contract as I requested.Business Response
Date: 06/27/2023
Tonya *. R*******
Corporate Counsel, Compliance
June 21, 2023
via Online
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: BBB Complaint: ****** ********
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received on June 12, 2023, via email
notification. We take all complaints received seriously and have thoroughly investigated this matter
with the assistance of our operations and customer relations teams. The results of our investigation
are as follows.
On May 2, 2018, Ms. ***** obtained a loan with a total of payments amount of $408.00 from our
Security Finance branch office located in *** ******, Texas, and agreed to repay the loan in six
monthly installments of $68.00 each beginning June 2, 2018. Despite representing her willingness
and ability to repay money loaned to her, Ms. ***** never made a single payment, and her account
was charged off on December 31, 2018, with an outstanding balance of $468.00.1
Ms. ***** alleges that she is not liable for this debt, she does not have a contract with us, and we
did not provide her with the original contract as she requested. She demands correction and removal
of the tradeline associated with the above-referenced account from her credit report.
We are unable to substantiate Ms. *****’s claims through our investigation. Our investigation
indicates that Ms. ***** personally came to our branch office to sign the necessary agreement and
other documentation to obtain the above-referenced loan and, at that time, provided the necessary
verification and supporting information, including proof of identity (Texas driver’s license). A copy
of Ms. *****’s Texas driver’s license and loan agreement are enclosed.
Additionally, our investigation reveals that Ms. ***** filed four indirect disputes between February
24, 2020 and June 12, 2023, with the credit reporting agencies to whom we report, Equifax and
1 We typically charge off an account when more than 180 days have elapsed since a payment was made to
that account. We do this because of the unlikelihood that a payment will be forthcoming in the near term.
The charge-off of an account is a discrete accounting event and does not affect a customer’s contractual
obligations under his/her loan agreement. As such, charged-off accounts are reported to the credit reporting
agencies and will typically remain on a consumer’s credit report for seven years from delinquency.
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: *****, ********
Page 2
TransUnion,2 alleging the debt was not hers on three filings and disputed the current balance on one
filing with respect to the above-referenced loan. We investigated each dispute, found the allegations
to be false, and responded accordingly. Furthermore, Ms. ***** filed a direct dispute dated March
9, 2020 admitting that the above-reference loan was hers, but that she did not agree with the
reported total and the delinquent past due total. A copy of this letter and our response dated April 3,
2020 that contained a copy of her loan agreement is attached.
Based on our investigation, we believe the loan obtained in Ms. *****’s name on May 2, 2018, was
obtained by her personally and did not involve fraud. Should Ms. ***** disagree with our
conclusion, we will need her cooperation to further investigate any fraud concerns. As a starting
point, Ms. ***** will need to complete the enclosed ID Theft Affidavit so that a claim can be
initiated by our Customer Relations Department. Please have Ms. ***** return the completed form
along with a copy of her identification and proof of residency to our Customer Relations
Department to *****************************security-finance.com or mail the forms to P.O. Box
***** ***********, South Carolina 29304-0811. Once we receive this information, we will move
forward with additional steps to investigate the matter.
As a data furnisher, we have an obligation to report accurate information to the credit reporting
agencies. We have verified that we are accurately reporting the tradeline for the above-referenced
loan on Ms. *****’s credit report and, therefore, we will not remove or modify it.
We note that Ms. ***** made a legal commitment to repay the money loaned to her and
represented her ability and willingness to do so. As such, we ask that she contact our branch office
or our Customer Relations Department at the below-referenced number to discuss payment
arrangements regarding her delinquent balance.
In closing, we appreciate that Ms. ***** took the time to notify us of her concerns and hope that
we have been able to address them to her satisfaction. If she has any further concerns, she can
contact our Customer Relations Department at 1-(866)-********.
Sincerely,
SECURITY FINANCE OF TEXAS, LP
Tonya *. R*******
Corporate Counsel, ComplianceInitial Complaint
Date:05/19/2023
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 got in a wreck and our car was totalled . ***** sent a check for 15,000 to this company in one check and the payoff was only $9,000/ They were to send the rest to us, our portion, for our medical bills and car rental but they will not ! They keep saying they mailed it and we never received it (they claim they stopped payment and resent again ) and they refuse to let us pick it up. this company has stolen my money while I have lost my car, job, I am injured . I need help getting my money.Business Response
Date: 05/26/2023
Please see attached response letter.Business Response
Date: 06/05/2023
May 26, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: BBB Complaint: ****** ******
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received May 19, 2023, via email
notification. We have investigated this matter with the assistance of our operations team and the
results of our investigation are as follows.
On April 13, 2023, Ms. ***** obtained a loan with a total repayment amount of $1,000.00 from
our Security Finance branch office in Greenville, Texas, and agreed to repay the loan in eight
monthly installments of $125.00 each beginning May 13, 2023. To date, Ms. ***** has not made
a single payment on her account.
We understand Ms. ***** to allege that she was in an accident and her vehicle was totaled.
Thereafter, ***** mailed a check in the amount of $15,000.00 to “this company” but the payoff
amount was $9,000.00. She further alleges, “[t]hey were to send the rest to us, our portion, for
our medical bills and car rental but they will not! They keep saying they mailed it and we never
received it (they claim they stopped payment and resent again) and they refuse to let us pick it
up.” She further alleges, “[t]his company has stolen my money while I have lost my car, job, I
am injured.” Ms. ***** requests a refund.
We are unable to substantiate Ms. *****’ allegations through our investigation. As an initial
matter, we believe this complaint was sent to us in error. We offer small dollar traditional
installment loans and do not extend loan offers in the dollar amounts Ms. ***** alleges in her
complaint. As stated above, Ms. ***** entered into a loan agreement with us on April 13, 2023
with a total repayment amount of $1,000.00. Furthermore, our records indicate that we have not
spoken to Ms. ***** since she obtained her loan with us on April 13, 2023, nor have we received
a check from ***** related to the loan Ms. ***** has with us.
In closing, we emphasize that Ms. ***** made a legal commitment to repay her loan and
represented her willingness and ability to do so at that time. We trust that Ms. ***** will fulfill
her commitment and contact our branch office to make payment arrangements on her account.
However, we certainly understand that financial difficulties can arise, and if Ms. ***** is
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ****** ******
Page 2
experiencing such difficulties, we can review her circumstances to see if she meets the criteria
for our hardship program. Ms. ***** should contact our branch office and ask to speak to the
manager if she is interested in this program.
We appreciate Ms. *****’ business and hope that we have been able to address any concerns
regarding her account to her satisfaction. Should she have any questions, please direct her to
contact our Customer Relations Department at 1-(866) 281-7043.
Sincerely,
SECURITY FINANCE OF TEXAS, LP
Tonya *. R*******
Corporate Counsel, ComplianceInitial Complaint
Date:05/05/2023
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.
15 U.S.C 1681. Section 602.A. I HAVE THE RIGHT TO PRIVACY. 15 U.S.C 1681 Section 604 A. Section 2:it also states a consumer reporting agency cannot furnish a account without my written instructions. 15 U.S.C 1692C Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt; and.Business Response
Date: 06/01/2023
Tonya R. Randolph
Corporate Counsel, Compliance
May 17, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: BBB Complaint: ****** *******
Complaint ID: ********
Dear Ms. R*****:
This will acknowledge the above-referenced complaint received on May 5, 2023, via email
notification. We have investigated this matter with the assistance of our operations team. The
results of our investigation are as follows.
On October 11, 2018, Mr. ***** obtained a loan with a total repayment amount of $595.00 from
our Security Finance branch office in Madison, Tennessee, and agreed to repay the loan in seven
monthly installments of $85.00 each beginning November 11, 2018. Despite representing his
willingness and ability to repay the money loaned to him, Mr. ***** made sporadic and
untimely payments on his account before satisfying his loan balance in full on May 14, 2019.
We understand Mr. ***** to allege that he has a right to privacy under 15 U.S.C. 1681; Pursuant
to 15 U.S.C. 1681 604A Section 2, a credit reporting agency cannot furnish an account without
his written instruction; and pursuant to 15 U.S.C. 1692C, “[w]ithout the prior consent of the
consumer given directly to the debt collector or the express permission of a court of competent
jurisdiction, a debt collector may not communicate with a consumer in connection with the
collection of any debt [sic] not use any language or symbol on any envelope or in the contents of
any communication effected by the mails or telegram that indicates that the debt collector is in
the debt collection business or that the communication relates to the collection of a debt; and.
[sic].”
Mr. ***** requests a correction to his credit report.
We are unable to substantiate Mr. *****’ claims through our investigation. As an initial matter,
we understand Mr. *****’ complaint to merely provide the language and/or requirements of the
statutes he cites and lacks any explanation as to why he cites the statutes. Additionally, Mr.
***** does not specify any issues or concerns he may have as it relates to the above-mentioned
loan or our reporting of his account to the credit reporting agencies. As such, we believe Mr.
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ****** *******
May 17, 2023
Page 2
*****’ complaint regarding the statutes lacks any substantive allegations to which we can
adequately respond without receiving more specific information.
Mr. ***** should note that we are not a credit reporting agency, but rather a data furnisher. As a
data furnisher, we have an obligation to report accurate information to the credit reporting
agencies. We have verified that we accurately reported the tradeline for the above-referenced
loan on Mr. ***** credit report. As such, we will not remove or modify it.
It may be helpful for Mr. ***** to understand how a consumer’s payment history is disclosed on
a credit report. Negative payment history, such as late payments, collections, or charged-off
accounts, will typically remain on a consumer’s credit report for up to seven years even if the
consumer pays the account in full. Closed accounts that are paid as agreed may stay on a credit
report for up to 10 years. We invite Mr. ***** to visit the below websites for additional
information on the length of time a consumer’s payment history may remain on a credit report.
Additionally, according to the requirements of the Fair Credit Reporting Act (“FCRA”), any
consumer disputing information on his or her credit report must notify the creditor of the dispute
in writing with detailed information regarding the specific information that is being disputed.
The consumer must also explain the basis for the dispute and include all supporting
documentation to substantiate the basis of the dispute. The dispute must be mailed to the address
designated by the creditor.
We have designated the following address for any disputes:
Customer Relations and Disputes
**** *** **** ************ ** *****
Upon receipt of a dispute which conforms to the above requirements and which contains
additional identifying information, we will research and respond to the dispute within the
timeframe required by the FCRA.
We hope that we have been able to address Mr. *****’ concerns to his satisfaction. Should he
have any questions, please direct him to contact our Customer Relations Department at ******* ********.
Sincerely,
125001
BBB of Upstate South Carolina, Inc.
Attn: Cindy R*****
Re: ****** *******
May 17, 2023Initial Complaint
Date:04/17/2023
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.
On April 13 2023 I went open a new loan. I’ve gotten loans many times through them for over a decade and a half. I am self employed so I brought my tax return into show my income. Asked the lady doing the loan for me if she could use my income for the loan and if not I would not proceed any further. She said yes she could use my income and started plugging in figures of my bills I pay. Her system lit up green saying my income and paid out bills were acceptable for a loan. So I agreed to have my credit ran. After running my credit the loan was approved for $1,800 something. She then calls the supervisor because she was unsure if she did it right because she didn’t know if she had to use my gross or net income. After talking to the supervisor she completely changed my income in the system which was far from accurate and then her system said I no longer qualified. So my credit was ran under false pretenses. Because she knew the only way I agreed to run my credit is if my income was acceptable. You don’t use net income. Also your figures were incorrect. And you had no right to run my credit because I was lied to in order to do it. I want that credit inquiry removed. And the employee and supervisor seriously needs to be fired. I was scammed. Make sure to keep your monthly flyers from coming to us. Coming for a loan through you guys was a last resort as your fees and practices are completely unethical and unprofessional.Customer Answer
Date: 05/02/2023
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. Sent complaint to wrong company by accident
Regards,
****** *****Business Response
Date: 05/02/2023
May 1, 2023
BBB of Upstate South Carolina, Inc. via Online
Attn: Cindy R*****
Re: BBB Complaint: ****** ******
Complaint ID: #********
Dear Ms. R*****:
This will acknowledge Ms. *****’ complaint we received on April 17, 2023 via email
notification. We have investigated Ms. *****’ complaint with the assistance of our operations
team and the results of our investigation are as follows.
On April 11, 2023, Ms. ***** visited our branch location in *****, Wisconsin to apply for a new
loan. Upon completion of the application, Ms. ***** provided her consent for the office to obtain
a credit report as part of the underwriting process for the loan application. Ms. ***** initially
verbally provided a “gross” amount of income along with information about her debts. Upon
request for documentation to confirm the income, Ms. ***** provided her tax returns, which
showed a much lower net income level. Based on Ms. *****’ documented expenses as shown on
her credit report and as provided to the office and the net income confirmed by the tax returns,
she did not have sufficient income to qualify for the loan. Ms. *****’ application was therefore
denied and she was issued an Adverse Action notice on April 11, 2023.
Ms. ***** alleges that the employees in our office changed her income to a number that was “far
from accurate” and ran her credit under false pretenses. Ms. ***** alleges that she only provided
approval for the credit inquiry because she believed her income was acceptable. Ms. ***** alleges
that Security Finance does not “use net income” and that our “figures were incorrect.” Ms. *****
alleges the office had no right to initiate a credit inquiry because she was “lied to.” Ms. *****
demands that we remove the credit inquiry from her credit report and the employee and
supervisor be fired. She requests that we remove her from any mailing list. Upon review of the
complaint, we confirmed that the office utilized the numbers as provided by Ms. ***** on her tax
return along with other information that Ms. ***** provided to evaluate her debt and income. As a
result, we followed our standard procedures in requesting a credit report in the ordinary course of
business based upon Ms. *****’ application and request for credit. As such, we will not remove
the legitimate credit bureau inquiry on Ms. *****’ credit report.
Page 2
Additionally, according to the requirements of the Fair Credit Reporting Act (“FCRA”), any
consumer disputing information on his or her credit report must notify the creditor of the dispute
in writing with detailed information regarding the specific information that is being disputed.
The consumer must also explain the basis for the dispute and include all supporting
documentation to substantiate the basis of the dispute. The dispute also must be mailed to the
address designated by the creditor.
Security Finance Corporation of Wisconsin has designated the following address for any
disputes:
Customer Relations and Disputes
P.O. Box ****
***********, SC 29304
Upon receipt of a dispute which conforms to the above requirements and which contains
additional identifying information, we will research and respond to the dispute within the
timeframe required by the FCRA.
We thank Ms. ***** for taking the time to notify us of her concerns and hope that we have been
able to address them to her satisfaction. If she has any further questions, please direct her to
contact our Customer Relations Department at 1-(866)-281-7043.
Sincerely,
SECURITY FINANCE CORPORATION OF WISCONSIN
Melia ******* M*****
Senior Corporate Counsel
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