ComplaintsforEZCORP, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have used Ezpawn in Abilene, Texas for many years now. I had to **** several belongings months ago due to personal issues and have been paying on them religiously so that I would not loose them. Occasionally there would be days where my due date came up and I call the store and they let me extend the due day so I could pay when I got paid. I have had to do this a couple times and was always told that it was no problem I have a great history with them and it is noted on my account. This morning I went to pay for my belongings and they are not on my account. The manager *** on the phone proceeded to tell me she didnt know anything about me being told I could be paid later and there was no note on my account. When I asked why I was told it was fine by her employee only for it to apparently not be she said she cant do anything about what they said and they are for sale. She then got very unprofessional and told me the only thing I could do was put them on lawaway but they could still be bought if I didnt get there in time to do that. I was trying to get a explanation on why I was told that I was fine and she couldnt give me an answer at all. All she did was continue to raise her voice at me and then eventually hung up the phone.

  Business response

  07/22/2024

  Hello, 

  Thank you for contacting EZCORP ***************** We have received complaint ID ********. We attempted to reach out to the said customer on 7/22/2024 at ****** to gather additional store detail, so we may better address the matter, however there was no answer. 

  The matter will be handled per our normal process once the said customer returns our call. 

   

  Thank you, 

  EZCORP Customer Service

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I *************************** got a **** loan on my two (2) carat bracelet the weight was 17.3 and 9.5 grams diamonds 42.2pt., A cartier bracelet. The date i took the loan out was on 08-22-2023. My daughter went in on May 18, 2024 to make the loan payment an was told it had been sold. which at that time i was still making my payments. They been having problems with employees taken various items from the store. Spoke with the manager but nothing was done. that was the second item that was taken from me. I also lost they said my $485.00 brahmin overnight bag. The manger gave me a settlement of $250.00 for my bag. But this was a very old an valuable bracelet an i wont them to make it right because if this happen to me it has happen to other people. They have sense hired all new employees.

  Business response

  07/09/2024

  Hello, 

  Thank you for contacting EZCORP ***************** We have received complaint ID ********. We will follow up with the customer and follow our standard process for addressing customer complaints/concerns. 

   

  Thank you, 

  EZCORP ***************** 

  Customer response

  07/10/2024

  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

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We called them on the 26th to get extended because weve done business for years with ************* always worked with us well they gave us till 30th per ******** well my husband called today & ***** told us we only had till 5pm today to pay (its the 29th not the 30th & should of fell to Monday) we asked for Ally the *************** very rudely said she was right beside her & told us by 5pm today & we are trying to get a hold of the district manager & no response yet & also sent corporate email.

  Business response

  07/01/2024

  We have received complaint #********, Mon 7/1/2024 8:19 AM
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you!
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into ez pawn shop located in ********** tx on Thursday June 13,2024 to purchase a keyboard. I found one for ***** but dropped to ***** which I thought was strange because it had a half off sticker on it and someone else told me it was ***** instead of *****. first fraud attempt on a customer from this store.I was tight on cash so I used cash,change, and 2 debit cards . One card was to have ***** taken out and the other 3.87, but the girl committed a second fraud of charging ***** on both.She had me to swipe my card told of ,6 times knowing she had already committed fraud. I swiped so much my bank put all transactions by ez pawn in pending. I can't get to my money, I don't have a keyboard, and I am out ***** so far .I swiped so much my card declined now . The manager told me to go get more money from the *** after they took out *****. this is fraud I want the cashier and manger faced with law enforcement charges. If they did it to me they have done before.I want my money and this store investigated for other fraud actions

  Business response

  06/17/2024

  Good morning, 

  Thank you for contacting EZCORP ***************** We received complaint ID ******** and have followed up with the customer to provide a prompt resolution. 

   

  Thank you, 

  EZCORP Cusotmer Service 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mr *********************** is representing the Veterans Affairs. He is a scanner. He has all my husband military records.He has open a claim and has gone shopping with our bank information. He is still contacting us his phone number is ************

  Business response

  06/03/2024

  We have received complaint #********, Mon 6/3/2024 7:57 AM.
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon paying on bill monthly provides incentive of points being applied to account when payments are made. I should have on the low end 3000 high end ****** my account is showing less than 100 points. The Manager at the location I do business with has called on several occasions no calls returned to Manager or Myself The Manager has advised His tickets are being kicked out by Coporate no reason has been given there is no reply. Please assist with a resolution if at all possible. Thank You for Your Assistance.

  Business response

  05/21/2024

  We have received complaint #********, Tue 5/21/2024 7:42 AM
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you!

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had included a 14k white gold pendant with my necklace to keep the pendant and chain together, and had recently lost my father so I wasn't able to get in to pickup my chain ,and the store rep ***************** contacted back about had told that they threw the pendant away, and continued to argue with me about it being real or not, ****** at the ************ location had loaned on the item ,paired together because it has tested as white gold , as noted on previous loans, and I was told my $600 pendant was just thrown away , because obviously his ability to test the gold and jewelry wasn't correct , please contact me back as I should have got my pendant back even if l lost the loan as it wasn't Included on the loan slip and I was told it wouldn't matter

  Business response

  05/17/2024

  ***************** pawned a chain with a pendant, it was explained to him the pendant was not gold. This was included this fact into the notes of the loan. The customer allowed the loan to default. The loan was dropped on 5/5/2024 and ***************** called on 5/13/2024 hoping to retrieve the pendant. We apologized for him losing his pendant and let him know we could put his chain back in **** for him if he wanted to do so. I do not feel anymore is owed to *****************, considering he was given an opportunity to keep his pendant at the time of the loan and he failed to return for the loan before the drop deadline.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had extended my **** where i can make a another payment on 4/2/24. I made a payment on 3/20/24 and went I looked on ****.com a ezpawn website where you can extend loans, I noticed my **** was not listed. However, my pawns have been at this location for 4 years and you'll granted an extension 3-5 days past due date. I've spoken to ****** informing him I was going to come by and show him that on my bank statement I made a payment on March 20, 2024. ****** stated if I had proof he will let me get my loan for what was due on the **** website to get my ****. MY HANDBAG WITH THE JORDAN **** was $150.00 to get out. MY JEWERLY set was $247.00 to get out which was a ring and earring set. When I arrived to EzPawn after work at 4:45pm ****** was gone for the day after speaking to him letting him know my job Texas Health was down the street and I will be there after work. I login to my account in front of one of the associate letting them know that I was there for ****** to show proof of my payment made on March 20,2024 to pay and get my ****. They sold my ****** shoes after ****** (Manager) told me that all my pawns was still there at EzPawn. The 3older Hispanic lady who been there for years have always worked with me but was very rude and telling me how I couldn't get my **** they have to go through corporate to get my ****. I told them I have my proof here in my phone letting her know that ****** told me he will work with me if i show him the date in my bank statement. The older Hispanic associate called ****** and instead of being a manger and staying to see me he left to prevent from helping me. ****** told the Hispanic associate that I could buy my loan when that was not what he said and I have my statement I want my refund back and ezpawn system had March 18,2024 which is incorrect. I want ezpawn to refund my $1100.00 back when THE ORINGIAL AMOUNT WAS $307.00 SINCE THEY SOLD THE JORDANS.

  Business response

  04/10/2024

  We have received complaint #********, Wed 4/10/2024 1:31 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out a loan using my desktop as collateral. I signed the pawn/loan agreement and as given a copy that disclosed the agreement and terms of the loan. Every time I went in and made a payment, they would staple a copy of the receipt to it for me. This allows easier tracking for me of when the next payment is due. So, on 04.07.2024 when I went in to pay the loan off and pick my desktop up, I was asked for my drivers license. Instead I gave the clerk my loan papers which they always used in the past. I paid the $260 and was given my desktop. When I left to go to my car, I realized I did not have my original loan papers and old receipts. I asked the clerk to give me back my original loan papers. He went in the garbage to get these out and said he could only give me my old receipts because I did not give him my drivers license. When I offered to give him my drivers license to get my loan paperwork back, he refused. I pleaded with him, he said no. I again offered my drivers license. I asked to speak to the manager and he just said he is not here and you are not getting your loan papers back with or without your drivers license. Those loan papers were my personal loan records that I keep on all loans that I take out and I have a right to maintain a copy of the loan terms.

  Business response

  04/09/2024

  We have received complaint #********, *** 4/9/2024 9:56 AM.

  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you

  
  

  Customer response

  04/11/2024

  Complaint: 21548150
  
  I am rejecting this response because:  I do not have time to play phone tag with the business.  I am requesting a copy of my original loan terms be placed in the mail to me.  When there, I was willing to accept those papers, my original papers given to me by the business on the date the loan was taken out, pulled out of the trash by their clerk.  Those were my papers, given to him and the clerk had no business placing them in the trash!!!!
  
  Regards,
  
  Laschuanda ******

  Business response

  04/12/2024

  We have tried contacting ********** and she has not answer. We have emailed and left messages asking her to give us a call. We are needing more information from her. Please give us a call at customer service at ************. Thank you!

  Called and emailed on:

  *** 4/9/2024 10:15 AM

  Wed 4/10/2024 9:02 AM

  Thu 4/11/2024 10:04 AM

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had pawned three items to the store, two ******** and **** basketball jerseys and a pair of Beats by Dre headphones and received a small amount of $60 for all of the items which is all I wanted. They told me they will give me a call or an automated text message giving me information on when my payments would be due for my items which they never did. I had previous items here and they gave me a call in advance before to tell me my items were due or if I wanted another extension so when they didnt for my three items I knew something was up. I called today on 03/10/24 and they told all my items were on the sales floor, and the two jerseys already sold. I asked why I didnt receive a call or text message, email regarding my items and a woman told me its not their responsibility to do so and I should have been aware that they were being sold. She then told me do not come down to store because theyre not going to do anything about the situation. They never indicated to me that my items were due and the amount I had to pay to keep my items were no more than $18. Each ******** and **** jersey is $350 and the woman told me she sold them $70 each. I believe the manager of the store bought them and thats why I didnt receive any call,text, or email because he wanted them. He was eyeing them the moment I brought them into the store. Thats very unfair business to be left in the dark then told all your items are pretty much sold. The headphones are still and all I have to pay is $8 to keep them. So I know it was personal interest for my two basketball jerseys and I want them reimburse the total amount for my jerseys which is $350 each equaling out to be $700. The jerseys were a Los ************** ********************* jersey, purple and yellow, and a North Carolina Tar Heels *************************** jersey, white and baby blue. I would have paid my interest fee no problem but I never got a update or even a courtesy call to tell me about my items being sold and I wanted my items

  Business response

  03/11/2024

  We have received complaint #********, Mon 3/11/2024 8:29 AM
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you!

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