ComplaintsforAdvance America

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I have tried to login to my account and reapply for a loan for over a week. I placed a technical ticket and was told it would be resolved within 72hours. I have called and chatted repeatedly and my ticket isn’t even assigned to anyone and there is no way to escalate the ticket. I have recently uploaded documents to my account and am concerned there was a breach or something since I cannot login and no one at customer service can help.

  Customer response

  08/08/2024

  In response to my email, this issue has been resolved.  Not sure if the company took care of it or if the problem resolved on its own.

  
  

  Is it possible to resolve this complaint as satisfactory?

  
  

  Thank you,

  **** ******

  Customer response

  08/08/2024

  In response to my email, this issue has been resolved.  Not sure if the company took care of it or if the problem resolved on its own.

  
  

  Is it possible to resolve this complaint as satisfactory?

  
  

  Thank you,

  **** ******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business is sending junk mail to my home. Stop it. Remove this address from your marketing list. We want no contact from you.

  Business response

  08/12/2024

  August 12, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:         ****** ***** ***** * ********* *** ********
  
  Dear Cindy:
  
  ACSO of Texas, L.P. d/b/a Advance America (“Advance America”), is in receipt of a complaint filed by ****** ***** *****. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ****** ***** ***** contends that they are receiving mail from Advance America and would like their address removed from the marketing lists.
  
  To ensure ****** no longer receives any marketing material, we have requested ****** to be removed from our marketing lists. The request included ******’s address, phone number, and email address. The removal process may take up to thirty (30) days to become effective. If ****** receives any further marketing after thirty (30) days, they may contact me directly at *********************** ** ************************************** 
  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 ACSO of Texas, L.P. d/b/a Advance America, under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

  Customer response

  08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I 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

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to log into my account to see why advanceamerica did not take out of my bank out on July 21st. I have been unable to log in for 3 months now but my payments have continued to take out. I need to see how much is owed to on this statement or why the amount was not drafted.

  Business response

  08/09/2024

  August 9, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:         ****** ****** * ********* *** ********
  
  Dear Cindy:
  
  Advance America, Cash Advance Centers of Oklahoma, Inc. (“Advance America”), is in receipt of a complaint filed by ****** ******* We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ****** ****** states, “I have been attempting to log into my account to see why advanceamerica (sic) did not take out of my bank out on July 21st.” ****** asserts they have been unable to log in; however, payments continue to be taken out.
  
  According to our records, ****** entered into a Customer Loan Agreement (“Agreement”) with Advance America on October 30, 2023. Pursuant to the Agreement, ****** agreed to repay an amount of one thousand eighty dollars and thirty-six cents ($1080.36) in fifteen (15) bi-monthly installments of sixty-seven dollars and fifty-three cents ($67.53) and one (1) final installment of sixty-seven dollars and forty-one cents ($67.41) due on July 5, 2024. On November 23, 2023, an ACH payment in the amount of sixty-seven dollars and fifty-three cents ($67.53) was attempted; however, returned unpaid. ****** made a debit card payment of sixty-eight dollars ($68) on November 24, 2023, which sixty-seven dollars and fifty-three cents ($67.53) satisfied the November 23rd payment and the remaining forty-seven cents ($.47) went towards the next schedule payment’s interest. Due to that, there was a remaining principal balance of one dollar and eight cents ($1.08) due at the end of the loan. On July 20, 2024, Andrew’s loan was paid in full and no longer owes a balance to Advance America.
  
  With regards to ****** not being able to log into their online account, we do not have record of ****** calling for further guidance. We recommend if ****** remains unable to log into their online account to contact our Customer Care Team at ***** ********* Our Customer Care Team will be able to assist ****** further.
  
  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 Advance America, Cash Advance Centers of Oklahoma, Inc., under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a loan with Advance America that I never got, but all of my money was taken out of my account and various claims were filed on my behalf so now my accounts are at negative balances.

  Business response

  08/01/2024

  August 1, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:       ******* ****** - Complaint ID: ********
  
  Dear Cindy:
  
  ACSO of Texas, L.P., d/b/a Advance America (“Advance America”), is in receipt of a complaint filed by ******* ******. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ******* ****** states, “I applied for a loan with Advance America that I never got, but all of my money was taken out of my account and various claims were filed on my behalf so now my accounts are at negative balances.” ******* provided screenshots of the Agreement from Priority Loan Servicing with their complaint.
  
  The loan and communications described in the above complaint did not originate from us, Advance America. These communications appear to be part of an effort to defraud consumers, like ******* ****** by falsely claiming to represent Advance America. Advance America is not affiliated with the business “Priority Loan Servicing”. Additionally, Advance America does not offer loan amounts of six thousand dollars ($6000) in the state of Texas.
  
  If ******* believes that they have fallen victim to a potential scam, they may wish to visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: ********************. It is imperative that ******* exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
  
  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 ACSO of Texas, L.P., d/b/a Advance America, under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cash advance america said I was approved for$5000. In order to received the money in my checking account they were going to put $500 in my checking account and than I was supposed to go to the bank and withdraw the money out of my checking account.. After I received the money go and buy gifts cards total of $500 . Send them to the company. ********** **** said the check was a fraud and closed my account.. The bank said I am going to have to repay the money back. Cash advance said I have to send them $200 in order to send the $5000 in ***** ****. I send them $200. The people I talked to was William D***** and Matt T*******. Phone # *** *** ****. I have been leaving messages and calling cash advance no response.

  Business response

  07/30/2024

  July 30, 2024
  
  Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       **** ***** - Complaint ID: ********
  
  Dear Cindy:
  
  ACSO of Michigan, Inc., d/b/a Advance America (“Advance America”), is in receipt of a complaint filed by **** *****. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, **** ***** states, “Cash advance america said I was approved for$5000” and “in order to received (sic) the money in my checking account they were going to put $500 in my checking account and than (sic) I was supposed to go to the bank and withdraw the money out of my checking account.” **** states, “After I received the money go and buy gift cards total of $500.” **** contends they were instructed to send $200 in order to receive the loan. **** states, “The people I talked to was William D***** and Matt Thompson” and “Phone # ************”.
  
  According to our records, **** entered into a Customer Loan Agreement (“Agreement”) with the Advance America located at **** **** ******** *** *** ***** ******* ** *****, on February 1, 2024. Pursuant to the Agreement, **** agreed to repay an amount of six hundred seventy-seven dollars and thirty-five cents ($677.35) on or before March 1, 2024. On March 1, 2024, a debit card payment in the amount of six hundred seventy-seven dollars and thirty-five cents ($677.35) was attempted; however, returned unpaid. After multiple unsuccessful attempts to contact **** regarding their past due balance, their loan was sold to ******** ****** ********* on June 23, 2024, with a balance of six hundred seventy-seven dollars and thirty-five cents ($677.35). We recommend **** reach out to ******** ****** ********* at ***** ******** to discuss mutual payment options.
  
  The loan and communications described in the above complaint did not originate from us, Advance America. These communications appear to be part of an effort to defraud consumers, like **** ***** by falsely claiming to represent Advance America. Advance America would never operate under the circumstances described in the complaint; to deposit funds into a customer’s account only to request their immediate return. Advance America employees would never request or require a customer to purchase gift cards for any purpose whatsoever. Furthermore, Advance America does not own or operate the phone number, ****** ********.”
  
  If **** believes that they have fallen victim to a potential scam, they may wish to visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: ********************* It is imperative that **** exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
  
  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 ACSO of Michigan, Inc., d/b/a Advance America, under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September 2023 Advance America contacted me saying I was approved for a loan on the amount of $3000. They made several deposits into my **** checking account and had me return them payments to them via *******. They told me that the funds would be deposited into my checking account but I never received any money from this company. **** closed my checking account the next day stating that Advance America deposited fraudulent checks into my banking account and since this was a fraud issue my account with **** was closed immediately and **** took almost $2600 out of my checking account to pay for the fraud they state Advance America committed and I never received this money back from USAA. Therefore, Advance America ended up costing me almost $2600 of my veteran disability money for a loan I never received. Today 07/19/2024 I received in email from Advance America collections department claiming I owe them money, when I don't, and they threatened to take a legal case against me if I didn't pay them. I am a permanently and totally disabled Army Veteran so my income is federally protected and they are trying to collect on a loan I don't owe. In fact, this company did nothing but cost me money. I do not want this company contacting me again about a debt I don't owe and they violated consumer laws. I told the loan officer in September 2023 that **** closed my checking account because they state Advance America company committed fraud. They have no legal case against me and I will not be threatened again with this action. I don't know who at this company thinks I owe them money for a loan I never got but negligence on their end is not an excuse to contact me and threaten me with a legal case for a loan I never received from this company because **** closed my account before any loan money was deposited. I contacted Advance America customer service several months ago and told them this. The employee who contracted me should have verified his facts first.

  Business response

  07/30/2024

  July 30, 2024
  
  Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       ***** ****** - Complaint ID: ********
  
  Dear Cindy:
  
  ACSO of Texas, L.P. d/b/a Advance America (“Advance America”), is in receipt of a complaint filed by ***** ******. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ***** ****** asserts they were contacted by Advance America regarding a loa approval for $3000. Mindi asserts there were multiple deposits made into their bank account and they were instructed to immediately return the deposits via “*******”. Mindi states that the loan funds were never received.
  
  After a diligent search of our records, there were no accounts located using the personal information provided in ***** ******’s complaint. These communications appear to be part of an effort to defraud consumers, like Mindi Selzer by falsely claiming to represent Advance America. Advance America would never operate under the circumstances described in the complaint; to deposit funds into a customer’s account only to request their immediate return. Lastly, Advance America employees would never request or require a customer to use “*******” for business purposes.   
  
  If ***** ****** believes that they have fallen victim to a potential scam, they may wish to visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: ********************* It is imperative that ***** ****** exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
  
  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 ACSO of Texas, L.P. d/b/a Advance America, under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  **** ******
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a call from a number ************ claiming to be advance America loan company. They stated I was approved for a loan up to $10,000. They asked for my routing # and account # from my bank said at that I would be receiving an email of documents of the loan. I never received an email. They said I need to hang up and call my payment ppl. That they would call me back in 5 minutes which they did at this time I still did not receive an email of conformation. So the gentleman said oh you will get it 5 to 10 minutes. Then proceeded to ask me for my banking online ID and password. I believe they are scamming pretending to be advance America here is the # they are calling from again ************.

  Business response

  07/22/2024

  July 22, 2024
  
  Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       ********* **** - Complaint ID: ********
  
  Dear Cindy:
  
  Purpose Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc. (“Advance America”), is in receipt of a complaint filed by ********* ****. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ********* **** states, “I got a call from a number ************ claiming to be advance America loan company” and “they stated I was approved for a loan up to $10,000.” ********* **** asserts they were asked for their banking information along with their user ID and password in addition to being told that they would be receiving an email with loan documentation which was never received.
  
  After a diligent search of our records, there were no accounts located using the personal information provided in ********* ****’s complaint. These communications appear to be part of an effort to defraud consumers, like ********* **** by falsely claiming to represent Advance America. Advance America does not operate brick-and-mortar storefront locations in the state of Pennsylvania, nor does it offer online services to residents of Pennsylvania.  
  
  If ********* **** believes that they have fallen victim to a potential scam, they may wish to visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: ********************* It is imperative that ********* **** exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
  
  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 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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I borrowed $600.00 from advanced America. Instead of them pulling money off debit card? They went in to bank account. With out my permission. And did not inform me. I wouldn't agreed to that payment method because that's not how we deal. After 5 days they claim they didn't receive payment. My bank statement showed they pulled the money 7/5/2024 They shut my online account down in the mean time. I wasn't able to log in non this month. They was setting me up. So My advanced America account won't show up an they gained all access to it. I called the higher ups and they were in the money store when I arrived 7/9/2024 The female that approved the loan was there also. I told her I not able to access my account. And the money was taken out Bank account 7/5/2024. She said there's no records of my payment. The higher ups that was in the store along with the other cashier and the manager was All there. I login my bank account it shows my payment was made. Then she says she doesn't see it on her computer. Then the higher ups said what's the account number. It took me a minute to find it on my device and they didn't tell me how? I found the account number from the bank account and the routing number and everything else..then the higher ups said you are correct ***** ******. Why did they say there's no records? Why did they send me through ****? Why did they lie? Who All are involved with there embellishment and stealing.and identity theft? I'm still not able to login to my advanced America online account. They said All information except my email don't match and they can't help me with getting back into my online account? I said I'm going to call police ???? The online telemarketer told me to call the police! Every time I try to call the 800 number they hang up in my face and they changed the email on my account.. they got personal information about me on that account I'm not able to delete it and deactivate it. Something is fishy.? This thing runs deep? Call FBI to help me

  Business response

  07/19/2024

  July 19, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:       ***** ****** * ********* *** ********
  
  Dear Cindy:
  
  ACSO of Michigan, Inc. d/b/a Advance America (“Advance America”), is in receipt of a complaint filed by ***** ******. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ***** ****** asserts they originated a loan; however, instead of using their debit card, the repayment was made using ACH debit which was not requested by them. ***** ****** asserts that after five (5) days, the ACH debit payment was still not showing paid in the Advance America system. ***** ****** asserts they are unable to access their online account and went into their local branch for assistance. ***** ****** asserts during that visit they were unable to obtain a resolution. Lastly, ***** ****** asserts that Advance America changed their email on their profile.
  
  According to our records, ***** ****** entered into a Customer Loan Agreement (“Agreement”) with the Advance America storefront locate at 14130 Woodward Ave. Highland Park, MI 48203 on June 3, 2024. Pursuant to the Agreement, ***** ****** agreed to repay an amount of six hundred seventy-seven dollars and thirty-five cents ($677.35) on or before July 3, 2024. On July 3, 2024, an ACH debit in the amount of six hundred seventy-seven dollars and thirty-five cents ($677.35) was sent to ***** ******’s bank account which cleared. ***** ****** no longer owes a balance to Advance America.
  
  With regards to ***** ******’s complaint, we are perplexed. The Agreement was provided to ***** ****** for review prior to their signature. Our Team Members update information with each loan origination, which includes that customer’s choice of payment. In the Security clause of ***** ******’s Agreement, it notes that ACH is being used as security interest. Additionally, after speaking with the Divisional Director of Operations and the Branch Manager of the storefront where ***** ****** originated their loan, attempts were made to further assist ***** ****** with their concerns; however, were unsuccessful as ***** ****** was not cooperative. We recommend ***** ****** reach out to our Customer Care Team at ***** ******** to discuss concerns related to their online account. Additionally, once their online account concerns are resolved, we welcome ***** ****** to originate loans through the online portal or they are welcome to visit another storefront location if they so choose.
  
  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 ACSO of Michigan, Inc. d/b/a Advance America under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I updated my online account information address etc about 2 months ago with Advance America. Upon doing so I lost access to my account. I called several times to get this resolved. Supposedly a service ticket was issued. Now I still cannot access my account and was informed the service ticket has not been addressed. I cannot view my balances, transactions etc. I will not make any further payments until this is resolved.

  Business response

  07/19/2024

  July 19, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:         **** ************ * ********* *** ********
  
  Dear Cindy:
  
  Advance America, Cash Advance Centers of Wisconsin, Inc. (“Advance America”), is in receipt of a complaint filed by **** ************. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, **** ************ asserts they updated their personal address with Advance America; however, in doing so, lost access to their online portal. **** ************ has been unable to get a resolution and is unable to make payments.  
  
  According to our records, **** ************ entered into a Customer Loan Agreement (“Agreement”) with Advance America on December 16, 2023. Pursuant to the Agreement, **** ************ agreed to repay an amount of four thousand five hundred sixty-six dollars and four cents ($4566.04) in fifty-one (51) b-weekly installments of eighty-seven dollars and eighty-five cents ($87.85) and one (1) final installment of eighty-five dollars and sixty-nine cents ($85.69) due on December 17, 2025. To date, **** ************ has made all payments as agreed.
  
  Upon receiving the complaint, we initiated an investigation into why **** ************ was unable to access their online account. It was found that **** had updated their address to a state where we do not conduct business (Illinois). Consequently, our system did not permit the update. We collaborated with our back-office teams to resolve this issue, and as of July 19, 2024, **** ************ was able to log in successfully. We apologize for the inconvenience this has caused ***** 
  
  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 Advance America, Cash Advance Centers of Wisconsin, Inc., under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

  Customer response

  07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I 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

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Advance America keeps sending me lian offers in the mail. It doesn't even have my correct last name. When I call to get off the mailing list the employees just talk right over you about new deals. They won't even listen at all. They just keep talking over you.

  Business response

  07/19/2024

  July 19, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:         **** ******** ********** * ********* *** ********
  Dear Cindy:
  
  Advance America, Cash Advance Centers of Wisconsin, Inc. (“Advance America”), is in receipt of a complaint filed by **** ********. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, **** ******** states, “Advance America keeps sending me lian (sic) offers in the mail.” **** ******** asserts that her last name is not correct on the marketing material and has attempted to be removed from marketing lists; however, have been unsuccessful. **** ******** would like no further contact from Advance America.
  
  As of the receipt of the complaint, we have requested **** ******** (Neumeyer) to be removed from our marketing lists. The request included their address, phone number, and email address. The removal process may take up to thirty (30) days to become effective. If **** ******** receives any further marketing after thirty (30) days, they may contact me directly at *********************** or ************************************** 
  
  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 Advance America, Cash Advance Centers of Wisconsin, Inc., under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

*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. ↩