ComplaintsforCheck City
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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
They put a block on mine and my partners account so now everytime we want to take out a loan we have to reach out to them for support On the weekends or after hours we are NOT able to freely take out loans due to this restriction placed I get the feeling check city doesn't like when people rescind a loan. So on 4/1 when I yet again reached out for troubleshooting Kendall said accept auto pay and I'll turn it off once the loan goes through Well she didn't turn it off and now I'm trying to process a debit card payment to avoid further interest fees but the representative Elena refused to help process the debit payment or remove the auto pay The worst part is that they are telling me I can't take out a loan without their help because of a glitch. Where is the proof and why hasn't it been fixed in months??? On top of that, to remove auto pay Check city asks that an email be sent (during that time the loan accrues interest) Well they removed auto pay of my loan from 3/12 by accident without any documentation instead of the one from 4/1 and now Kendall refuses to help fix the error her colleague made or fix the payment preference I was told would be updated upon me taking out the loan.Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Good afternoon I took small loan of 300 and I was making the $50 dollar payment, but I got behind due to a crisis in my health and my job job got paralyzed and I try to paid off my balance and the manager Dana try to charge me $177 when that's not my balance of my loan. My correct balance is $76.50 and they harrasm me constantly without allow me to continue with my payment process.Business response
01/29/2024
Ladies and Gentlemen:
Please find attached to the foregoing response to Ms. *****'s Complaint a detailed record of Check City's internal collection department's communications with the customer, as well as a detailed explanation of all pertinent transactions.
The $177 disputed amount is explained by the addition of Ms. *****'s loan balance and associated fees, etc. as she agreed upon in the controlling loan agreement that she signed.
Our Collections Department would like to encourage Ms. ***** to reach out to us, as we are willing to settle this account favorably. We are mindful of how important our customers are to us, and we remain willing to work towards an amicable solution.
Thank you,
Jorge G*****
COMPLIANCE OFFICER
Customer response
01/30/2024
Complaint: ********
I am rejecting this response because my balance of righ now is $26 dollars that I'm goin to pay in the next week. After this payment I'll have no other payments remaining with this company.
Sincerely,
********** *****Business response
01/30/2024
Check City has no issue with Ms. *****'s response. The response it submitted was simply an attempt to explain the existing balance at the time of the customer's original complaint. We appreciate Ms. *****'s business and hope to serve her needs in the future, should she choose to borrow from us again.Customer response
01/31/2024
Complaint: ********
I am answering the recent emails from check city and to be clear in your site my balance of today is $26 that I'll paid soon. Thank you
Sincerely,
********** *****Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every store in ************** at ********************. NOT THE ***** STORE. I visited said their personal checking cashing limit was 1/3 of the total account balance. I looked online prior to my visit. There was no written policy that states this. I asked this store on every visit to confirm this policy. This location refused to provide proof of this policy. They said it was a "store" policy. This company is not franchised. The personal check amount I wanted to cash had sufficient funds and they still refuse. Along with that, they refused service when I repeatedly asked to see this check limit policy. This location discriminated against me based on appearance. Even after having me log into my account to see that I had sufficient funds to cover my check amount, they still refused to cash a personal check for the full account balance. These stores have liability insurance for any monetary losses. My request was for an amount under $500 for an emergency and they still refused.Business response
10/12/2021
Like all our customers, we appreciate ********************** choice to use Check City's services and value her as an esteemed customer. Apparently in early September 2021, ****************** attempted to cash a check at one of our ************** store locations. As a general policy, Check City requires a check cashing customer must have at least three times the amount of the check presented for encashment in her bank account. At that time ****************** did not meet that requirement and our store manager declined to cash her check. ****************** then visited another store location (in Orem) where the store manager inquire of his District Manager to obtain permission to cash a check that did not comply with the three-times-the-amount general rule. He was approved and cashed her check. She returned later on September 9, 2021 to cash another check, again, the store manager sought approval to cash a $250.00 check that did not comply with Check City's general rule. The district Manager again approved the transaction, and her request for cashing that check was granted. The store manager explained Check City's policy to ******************, and she responded kindly and with understanding. The discussion between that store manager and ****************** was amiable. ****************** even agreed to withdraw this foregoing BBB Complaint.
We value this customer and her trust in seeking our services. We apologize to her for whatever inconvenience she encountered at any of our stores. We have also scheduled additional training for the parties involved.
Thank you again,
***********************
COMPLIANCE OFFICER
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.