ComplaintsforCommunity Choice Financial, Inc.

Name: Community Choice Financial, Inc.
Address: 5165 Emerald Pkwy Ste 100, Dublin, OH, 43017-1063, USA
Telephone: (855) 920-9800

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Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I filed for a loan through them last year and ever since they keep using my personal information daily trying to get a loan for whoever it is they trying to get it for I get emails daily from this company saying my loan is denied but I ain’t the one that’s filling out for the loans and I reported every one to my lawyer this is considered as identity theft and fraud from a company
Business response
11/08/2024
****************

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). The Community Choice Financial® family of brands appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they applied for a loan last year and now they are receiving daily loan denial emails as someone else has been using their personal information to reapply. The Complainant claims they have reported Community Choice Financial to their lawyer for identity theft and fraud.
A review of Community Choice Financial records reveals loan applications were submitted on August 12, 2014, June 19, 2015, June 29, 2015, July 16, 2019, December 12, 2022, and May 31, 2023. The loan applications were subsequently denied, and no loans were underwritten under the Complainant’s personal information.
Given there were no loans underwritten under the Complainant’s name, as a gesture of goodwill, we have requested the credit inquiry initiated by the May 31, 2023, application submitted to Community Choice Financial be deleted from their credit report. Please note, it may take up to 90 days for the deletion requests to be reflected.
Based on the Complainant’s information provided within the Better Business Bureau complaint, we are unable to identify a customer account with Community Choice Financial, that has sent daily loan denial emails, or even any email after May 31, 2023, without obtaining further identifying information. If the Complainant believes they have an account with Community Choice Financial, they are encouraged to contact Community Choice Financial directly at ###-###-#### to provide further identification so that any existing account may be located, and an appropriate investigation can be conducted.
Community Choice Financial recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Community Choice Financial has a robust verification process in place designed to establish an applicant’s identity as well as a variety of ways to combat fraud applicants attempting to receive credit via online channels.
Community Choice Financial strongly urges any consumer who suspects that their information has been compromised to report such incidents to all applicable law enforcement agencies and take all possible precautions to secure their personal identification and financial information. Helpful tips concerning Identity Theft may be found on the Federal Trade Commission's website at ****************.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,

*** – Consumer Complaints
** *** *** ********** ** *****
Initial Complaint
10/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
Have not released my title in over a year. Loss the sale of my truck. It is sitting and paying insurance on it when it is not in use.
Business response
11/04/2024
******************

Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). TMX Finance of Florida, Inc. DBA InstaLoan, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant claims InstaLoan has not released their title in over a year, resulting in a loss in the sale of the vehicle and causing the Complainant to pay the insurance while the vehicle is not in use.

A review of InstaLoan records reveals on May 9, 2022, an installment loan was obtained in the principal amount of $2,048.35 at a storefront in Palm Bay, FL. The Complainant granted a security interest in a 1996 Chevrolet C/K 1500 with a VIN ending in ******. The loan was contracted to be repaid in twelve (12) monthly payments in the amount of $188.37 beginning on June 9, 2022, and a final payment of $190.52 due on June 9, 2023. On October 4, 2022, the Complainant made a payment of $188.37 and refinanced their existing loan of $1,096.07, borrowing an additional $774.00. The loan was contracted to be repaid in twelve (12) monthly payments in the amount of $227.75 beginning on November 15, 2022, and a final payment of $229.76 due on November 15, 2023.

The final refinance was completed on March 15, 2023, in which the Complainant made a payment of $227.75 and refinanced their loan for the remaining balance of $1,355.22, borrowing an additional $528.00. The loan was contracted to be repaid in twelve (12) monthly payments in the amount of $224.78 beginning on April 15, 2023, and a final payment of $224.68 due on April 15, 2024.

A review of the payment history on the most recent refinance indicates the loan was paid in full on April 15, 2024. In regard to the Complainant’s request, InstaLoan released the vehicle lien on October 28, 2024. We apologize for any inconvenience caused by the delayed release of the lien. Should the Complainant have any further questions regarding their account we encourage them to contact InstaLoan at ###-###-####.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at *****************************

Sincerely,

*** – Consumer Complaints
**** ******* **** **** ******* ** *****
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
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.
This company keeps sending me harassing letters threatening me to garnish my wages and contact my employer I have no recollection of every getting any loan that they said therefore I would like them to stop threatening me
Business response
10/31/2024
October 31, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ***** ***** (Complainant). Speedy Cash,a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they have been receiving harassing and threatening letters.They want no further contact with the business.

After a thorough search of our records, Speedy Cash does not show any loan transactions or accounts under the name or personal information of the Complainant as provided in the complaint. Speedy Cash strongly denies the correspondence mentioned within the complaint was from Speedy Cash or authorized on its behalf. The Complainant appears to be a victim of a debt collection scam.

Please note Speedy Cash did not originate this loan.Speedy Cash is aware that, unfortunately, bad actors are posing as legitimate lenders in an attempt to defraud unsuspecting consumers. Speedy Cash encourages consumers to report all such fraudsters to local law enforcement agencies, the ************************ (***) and the ****. Helpful tips concerning Identity Theft may be found on the ************************'s website at ********************. The Complainant may also contact Speedy Cash directly at ************** to determine the legitimacy of any transaction or correspondence in the event an unexpected communication is received from Speedy Cash.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
PO Box 550
*******************
Initial Complaint
10/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
In June of 2017 I borrowed money on the title of my 2002 Chevy trailblazer I then paid it off in January of 2018 and thought everything was fine I do have the papers saying the loan was paid off well we moved from a rented place to our own home and the title got lost I went to the DMV to get a replacement title and they said Title Max had not released the Lien on the vehicle I have call 10 times to resolve this matter just asking for a lien release letter and all they say is there is no update on that as of right now all I want is a lien release letter so I can replace my title can you help me
Business response
10/30/2024
***********
Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). TitleMax of Virginia, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they paid their loan and need a lien release letter to replace their title. They also state that they had to contact multiple times requesting this but there is no update.
A review of TitleMax records revealed that on June 16, 2017, a motor vehicle title loan was obtained in the principal amount financed of $1,400.00. The Complainant granted a security interest in a 2002 Chevrolet Trailblazer with a VIN ending in ******. Based on our records, the account was paid off on January 30, 2018.
TitleMax endeavors to assist our Customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration you may have experienced. We have forwarded the Complainant’s claim to the appropriate members of management.
In regard to the Complainant’s request, we have sent a lien release letter to the address listed in the complaint on October 29, 2024. Should you have any further questions regarding your account we encourage you to contact TitleMax at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************

Sincerely,

*** * ******** ********** ** *** *** ********** ** *****
Customer response
11/05/2024
I filed a complaint against this same company last month and did get the lien release letter but they put the wrong date on it after calling them and on hold on and off for a long while they finally admitted they made the mistake then said I would have to wait another 30 days to get a new letter. I have already waited since the 9th of September 2024 and after I contacted you the letter was here in 3 days so why should it take another 30 days to get the letter you can look back at the original complaint and see that I have tried to patient but my next step if you can’t help is to contact a lawyer and take them to court filling out a letter and mailing it should not take 30 days especially since they admitted they made the mistake

Correct(ed) lien release letter ASAP not in 30 days
Business response
11/15/2024
*****************

Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). TitleMax of Virginia, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they received the requested lien release, however, the date on the release is incorrect. They state that they reached out to TitleMax to correct the issues, but were told it would take 30 days to get an updated release letter. The Complainant is requesting an updated lien release.
In response to the Complainant’s request for an updated lien release, on November 12, 2024, a lien release with the correct date has been sent to the address listed on the complaint. We apologize for the inconvenience, should you have any further questions regarding your account we encourage you to contact TitleMax at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at consumer.complaints@ccfi.com.

Sincerely,

*** – Consumer Complaints
** *** *** ********** ** *****
Customer response
11/15/2024
until I actually receive the letter and it is correct so that I can get a replacement title this will not be resolved I have been trying since September 9 to get this letter so I will not accept it being resolved until I have a letter the DMVwill accept

Regards,

******* ******
Initial Complaint
10/23/2024
Complaint Type:
Order Issues
Status:
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.
I went and received a loan in December of 2022 for personal needs. When I applied and went to the facility they told me that I can use my vehicle as collateral. When I agreed to the loan it was explained to me that it was an installment and if I paid $365 monthly on time that my final payment would end in October of 2023.
Now I am 2 years in and still paying $365 and this company will not release my title. They have went through so many employees that the agreement of my loan have went from an installment loan to I need to repay $2800 in full to release my title. I have paid way over $8000 to this company.
I was told and still have the written agreement of payments from a previous employee there.
I am beyond disappointed in the lies I was told just to receive $2500. I have explained to several employees that I am not giving any more money bc I have paid triple the amount I was given and that the employee that explained to me I was doing an installment loan handed me a piece of paper explaining my monthly options.
I have never missed a payment and at this point I just this company off my title to my vehicle and refund of the money I have over paid.
Business response
10/28/2024
October 28, 2024

Better Business Bureau
**************************************

RE:BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ********* (Complainant). ****************************DBA InstaLoan, a member of the ***************************** family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they contracted an installment loan in December of 2022, using their vehicle as collateral,with a monthly repayment of $365.00, ending in October of 2023. The Complaint states they have paid $365.00 for two years and the company will not release their title. They claim the agreement changed from an installment loan to them needing to repay $2,800.00 in full to receive their title back, and they have paid over $8,000.00, triple the amount they borrowed. They claim they have been lied to and have a written agreement of payments from a previous employee explaining their monthly options. The Complainant is requesting their title to be returned and a refund of their overpayment.
A review of InstaLoan records revealed that on December 3, 2022, a single pay title loan was obtained in the principal amount financed of $2,846.09 at a storefront in ********, **. The Complainant granted a security interest in a 2011 Kia ******* with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,940.49 on January ******. However, to the extent they chose not to repay the entire balance, the Complainant could, at a minimum, pay the accrued interest and elected premiums and renew the loan for an additional thirty (30) days. On January 2, 2023, the Complainant made a payment of$365.75 and refinanced their existing loan of $2,836.88. The loan was contracted to be repaid in full in the amount of $2,931.06, on February 1, 2023.
Between February 6, 2023, and August 15, 2024, the Complainant refinanced their loan on eighteen (18) occasions. The final refinance was completed on September 20, 2024, in which the Complainant made a payment of $387.91 and refinanced their loan for the remaining balance of $2,837.06. The loan was contracted to be repaid in full in the amount of $2,945.89, on October 20, 2024.
It should be noted and contrary to the Complainants statement, they contracted and refinanced multiple single pay title loans as evidenced by the original loan agreement and subsequent refinances. At the time of loan origination, the Complainant signed a Consumer Finance Loan and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. It is important to note, under the single pay loan model, it is the expectation of the customer to pay the loan in full on or before the due date. However, instead of paying the full amount due, the Complainant chose to pay only minimum amounts due on several occasions, thereby incurring additional fees. Further to the point, the Interest; Application of Payments; Prepayment section of the agreement outlines how payments are applied to the loan:
Interest will accrue daily on the outstanding principal balance. The interest rate is ******* % per year.Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year Lender calculates and charges interest, including interest on past due principal, as permitted by Chapter 516 and applicable regulations. If any finance charge or other fee is held invalid, the remainder shall remain in effect. To the extent permitted by law, for purposes of determining Lenders compliance with the law,Lender may calculate charges by amortizing, prorating, allocating and spreading. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.
By signing the loan agreements, the *********** acknowledged their understanding of the terms and conditions of the loans.
InstaLoan believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. Therefore,the Complainants request for the title and a refund for overpayment will not be granted. InstaLoan understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks such that making timely payments are difficult. Should the Complainant have any further questions regarding their account we encourage them to contact InstaLoan at *************.
We hope that we have fully addressed the complaint.Should the Complainant or the Better Business Bureau require further explanation, we may be reached at *****************************

Sincerely,
BSG Consumer Complaints
**********************
****************

Customer response
10/29/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22462910

I am rejecting this response because: The loan was misleading and so was the employee that provided the loan. I explained that I could only make monthly payments and not pay the pay in full and she said that will be fine. So I have paid monthly payments on time and the amount that was provided to me to pay. I have paid way more than $3,000 to this fraudulent company and now I need my title back. This company need to employ people that will not take advantage of people by false advertisement and information. I would have never agreed to the loan if that was the case, this company is very misleading and deceitful.

Regards,

****** *********
Customer response
10/29/2024
I have submitted paperwork
Customer response
10/29/2024
I have submitted paperwork
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My name is ********* ****** I am filing an complaint about title max in Tifton ga. They came and repoed my car and I'm just only a payment behind. It's just been a rough time for me. I talked to them Friday about my car issues and I told them that I was going to pay them this coming Wednesday. That is my only transportation back and fowards to work I just want my car back and I felt that I was paying to much interest on the title loan I just want them to work with me and I will work with them I need my car that's all I have to get back to work please and thanks can y'all please reach out to them please and thanks
Business response
10/28/2024
****************

Thank you for the opportunity to respond to the complaint filed by ********* ****** (Complainant). TitleMax of Georgia, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their car was repossessed after being one (1) payment behind. They state they need their car for transportation to work and have been paying too much interest. They request their car back and for a payment arrangement.
It should also be noted that TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans. Accordingly, each pawn ticket signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn:

“This is a pawn transaction. Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.”

A review of TitleMax records reveals that on November 10, 2023, a pawn transaction was obtained in the principal amount financed of $3,368.00 at a storefront in Tifton, GA. The Complainant granted a security interest in a 2015 Mitsubishi Lancer with a VIN ending in 006839. The pawn was contracted to be repaid in full in the amount of $3,872.86 due on December 10, 2023. However, to the extent the Complainant chose, they could at a minimum pay the outstanding pawnshop charges and extend the pawn an additional thirty (30) days. The Complainant extended the pawn on four (4) occasions.
On April 10, 2024, the Complainant made a payment of $449.05 and refinanced their existing pawn of $3,367.88. The pawn was contracted to be repaid in full in the amount of $3,788.84 due on May 10, 2024. Between April 11, 2024, and August 15, 2024, the Complainant refinanced their pawn on two (2) more occasions borrowing an additional $332.00. During those refinances, the Complainant extended their pawn on three (3) more occasions.

The fourth refinance was completed on August 15, 2024, in which the Complainant made a payment of $554.98 and refinanced their pawn for the remaining balance of $3,699.86. The pawn was contracted to be paid in full in the amount of $4,162.34 due on September 14, 2024.
A review of the payment history on the fourth recent refinance indicates when the payment was not made on September 14, 2024, the account entered a past due status. Due to continued non-payment, the vehicle was repossessed on October 21, 2024, and assessed a fee of $50.00.
At the time of pawn origination, the Complainant signed a Pawn Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. In addition, the agreement includes notices on Extension and Continuation which states:
“The initial term of the Pawn is 30 days, and the Pawn may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date at our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.”

Within the narrative, the Complainant alleges to be paying too much in interest however, they have only made minimum payments to extend the maturity date of the pawn. Should the Complainant wish to decrease the principal, they must pay more than the minimum pawnshop charges due. By signing the pawn agreements, the Complainant acknowledged their understanding of the terms and conditions of the pawn.
It is important to note that Title Max encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the check by which TitleMax disbursed the pawn proceeds or an equivalent amount of cash to us by the close of business on the business day following the date of the agreement.
The Complainant made two (2) payments totaling $974.96 on October 24, 2024, to redeem the vehicle and refinanced their pawn for the remaining balance of $3,699.96. The vehicle was redeemed by the Complainant on October 25, 2024. The pawn is contracted to be paid in full in the amount of $4,162.34 due on November 23, 2024.
TitleMax believes that the conditions of the pawn were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call Customer Service at (800)804-5368 for questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************

Sincerely,

*** * ******** **********
** *** *** ********** ** *****
Initial Complaint
10/22/2024
Complaint Type:
Order Issues
Status:
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.
I entered into a car **** loan with this business. Keep in mind that on their website it states that they can have the whole application process complete in about 30 mins.
Well when I showed up at 10am the Monday I opened the loan I was there until 4pm as no one seemed to know what they were doing.
So I get a title loan after showing my only source of income was from social security and on top of that I have a rep. ******
So I get approved and then come the lies, the first being that I could refinance and would get a better rate. Sure they gave me more money but my pay rate never went down, in fact it went up.
So like many people that use this business and fall victim to predatory loans, I decided I was going to let me vehicle go. Now the phone calls start demanding I pay money or nasty and bad things are going to happen if I get repoed. This was from employee **** mind you. I explained I was surrendering my vehicle and that the keys would be in the center console. Still it does not matter this jerk keeps calling my phone demanding money.
Now on October 7th this year, I lost my brother to an apartment fire and another brother had to be life flighted to the burn center for 3rd degree ***** on most of his body. He was trying to save the brother that died. So after constant phone calls I lost it and told **** at title max that I just lost a relative that I now have to make funeral arrangements for and he did not care.
Calls stopped for 3 days and now they are back again laughing and demanding I pay them. I am at my ***** end here. Honestly I think this company should void the loan and give me my title back. No human deserves to go through this.
Business response
10/28/2024
October 28, 2024

Better Business Bureau
****************
******************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TitleMax of *************** DBA TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant objects to the length of time they spent obtaining a loan compared to the average application process advertised on TitleMaxs website. The Complainant claims they were informed they would receive a better interest rate if they refinanced their loan,however after refinancing the interest rate increased. The Complainant alleges they are a victim of a predatory loan, leading them to decide to voluntarily surrender their vehicle. The Complainant claims after surrendering the vehicle,they received harassing telephone calls demanding payment, with only a three-day stoppage due to personal tragedy. The Complainant is requesting to void the loan and return their title.

A review of TitleMax records reveals that on September *******, an installment loan was obtained in the principal amount financed of $710.00 at a storefront in ******, **. The Complainant granted a security interest in a 2005 Chevrolet Trailblazer with a VIN ending in ******. The loan was contracted to be repaid in thirty-five (35) payments in the amount of $126.73 due monthly, beginning on October 11, 2023, and a final payment of $139.88 due on September 11, 2026. Based on our records, a payment was received on October 3, 2023, for $130.00.

On November 1, 2023, the Complainant made another a payment of $130.00 and refinanced their existing loan of $647.88, borrowing additional funds in the amount of $662.00. The loan was contracted to be repaid in thirty-five (35) payments in the amount of $236.08 due monthly, beginning on December 1, 2023, and a final payment of $233.40 due on November 1, 2026. Our records show three (3) payments were made on the loan.

Between November 1, 2023, and June 29, 2024, the Complainant refinanced their loan on several occasions, borrowing an additional $1,223.00 total. The last refinance was completed on June 29, 2024, in which the Complainant made a payment of $253.57 and refinanced their loan for the remaining balance of $1,422.12, borrowing an additional $337.00. The loan is contracted to be repaid in thirty-five (35) payments in the amount of $302.13 due monthly, beginning on August 1, 2024, and a final payment of $305.37 due on July 1, 2027.

A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on August 1, 2024, the account entered a past due status. The Complainant currently has a past due balance of $2,742.24. No additional payments have been made; therefore, A Notice of Default and Right to Cure (***) was sent to the Complainant and ***Signer on September 12, 2024. The *** advised the Complainant of the amount needed to be paid to bring the account current. The notice furth advises failure to make payment by September 27, 2024, could result in other collection activities as outlined in the loan agreement.

It is important to note that at the time of the loan origination and refinance, the Complainant signed a Customer Installment Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in- Lending Act and **************** signing the loan agreements, the *********** acknowledged their understanding of the terms and conditions of the loans.

In response to the Complainant's claim regarding the extended delay processing the loan, on occasion, we may experience extended delays during peak times, and we appreciate the patience of our customers. We do apologize for any inconvenience this may have caused. TitleMax endeavors to assist our customers with all their concerns and provide the best service possible. In addition, TitleMax is committed to treating its valued customers in a fair, honest, and transparent manner.

Regarding the Complainants concern of receiving telephone calls pertaining to the balance owed on the account, please note that TitleMax voluntarily adheres to the guidance outlined in the Fair Debt Collection Practices Act when making consumer telephone calls to collect legitimate debt, even though it is a first-party collector. The ***** allows calls only between 8:00 a.m. and 9:00 p.m. and prohibits calls made to harass a consumer. TitleMax is attempting to contact the consumer for the purpose of reestablishing communication and a repayment plan. As a result, TitleMax's intent is not to harass but to work with consumers.

As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, a refund of payment will not be provided, nor will we void the loan. TitleMax understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks. The Complainant indicates they would like to voluntarily surrender their vehicle. To that end, they are instructed to take the vehicle to the store front where they originated the loan and sign the Acknowledgement of Voluntary Surrender Form.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
**********************
*********************;
Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
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.
On 10/18/2024 I received a charge of 80$ on my checking account from this place and I would like a full refund please as I have no ties with your company. Thank you
Business response
10/22/2024
October 21, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ****** **** (Complainant).Community Choice Financial of *************, DBA Check into Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states there was an $80.00 charge through their checking account on October 18, 2024. They want a full refund as they do not have ties with the company.

A review of Check into Cash records revealed that on August 31, 2024, an installment loan was obtained at a storefront in ******, OK in the principal amount financed of $600.00. The loan was contracted to be repaid in eleven (11)biweekly payments of $80.48, beginning September 20, 2024, and final payment of $80.43, due February 21, 2025.

Check into Cash recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Accordingly, the Complainants account has been forwarded to our ************************* and the Complainant has been provided with an Identity Theft packet via the email address provided on their complaint which includes instructions for pursuing a claim of fraud and the documents necessary for an investigation.

Check into Cash strongly urges any consumer who suspects that their information has been compromised to report such incidents to all applicable law enforcement agencies and take all possible precautions to secure their personal identification and financial information. Helpful tips concerning Identity Theft may be found on the ************************'s website at ********************.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
PO Box 550
*******************
Initial Complaint
10/14/2024
Complaint Type:
Customer Service Issues
Status:
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.
I purchases a motorcycle from a seller that had two lien releases signed on the title, and it also had a signature and stamp from an individual affiliated with TitleMax as the seller on the back of the title preventing me from retitling in my name.
I reached out to the local office 9/9/24 and was told they could not help me. I reached out to their corporate office in ******* and they collected all info and was told they would order a replacement title, and I would need to wait 30 days. I requested a letter on letter head that stated they the signature was an error, but they would not issue such a letter so I could take care of this quickly.
I called back on 10/2 and spoke with Fantasia, asking for an update on the replacement title and was told I needed to wait until after 10/9/24 allowing the full 30 days to process.
I called back again 10/14/24 and spoke with ******, and was told no such request for a replacement title was ordered and I needed to speak with the local office, and she transferred my call to the San Antonio office.
I gave the local employee all the info and was told she would need to reach out to her supervisor who does not work in that office. I requested a timeframe on when I should expect a call back as I've been waiting for over 30 days so I can get this title in my name. She could not provide that info, and accused me of being rude, spoke over me, and hung up on me.
I am not a customer off this organization, and just want to get this corrected so I can retitle and drive the motorcycle I purchased.
I would like on answer on what this organization intends to provide to correct this in a timely manner, along with a point of contact since no one seems to understand what or how to address this.
Business response
10/16/2024
October 16, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******** **** (Complainant).TitleMax, a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they purchased a motorcycle that had two lien releases signed on the title, and it also had a signature and stamp from an individual affiliated with TitleMax as the seller on the back of the title, preventing them from retitling in their name. They reached out to the store who claim they requested a new title, but it has been past 30 days, then the store said they had not requested it. The Complainant is not getting any help and representatives are being rude.

Based on the Complainants information provided within the Better Business Bureau complaint,we are unable to identify a customer account with *********************** without obtaining further identifying information. They are encouraged to contact TitleMax directly at ************** to provide further identification so that any existing account may be located, and appropriate investigation can be conducted.

TitleMax endeavors to assist everyone with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration the Complainant may have experienced.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
PO Box 550
*******************
Customer response
10/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22420500

I am rejecting this response because:
The VIN # was provided with the attached pictures, which was not an issue for anyone to look up from TitleMax during each of my calls. Again, the issue is that someone signed as seller, which needs to be corrected by TitleMax. The liens were already released. What does TitleMax intend to do to correct their error?

Regards,

******** ****
Customer response
10/17/2024
An email was sent per instructions with the front and back of the title showing the liens were released, and that they signed the back of the title as seller. TitleMax need to request a new title or provide a letter stating that the seller line was signed and stamped in error.
Customer response
10/17/2024
******** <***********************************>
Attachments
2:07 PM (38 minutes ago)
to info

Attached please find the front and back of the title requested. The front shows the liens were satisfied and released. The back shows someone signed and stamped the title as seller, which should never have been presented back to the owner without correcting first. I need the title corrected so I may retitle in my name as the purchaser. I'm also going to fined for the delay in retitling because TitleMax requested 30 days on 9/19/24 and any additional time for necessary corrections. Please let me know if you have any additional questions.

Thank you,
******** ****
************
Customer response
10/17/2024
******** <***********************************>
Attachments
2:07 PM (38 minutes ago)
to info

Attached please find the front and back of the title requested. The front shows the liens were satisfied and released. The back shows someone signed and stamped the title as seller, which should never have been presented back to the owner without correcting first. I need the title corrected so I may retitle in my name as the purchaser. I'm also going to fined for the delay in retitling because TitleMax requested 30 days on 9/19/24 and any additional time for necessary corrections. Please let me know if you have any additional questions.

Thank you,
******** ****
************
Business response
10/22/2024
October 21, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to rebuttal referencing the complaint filed by ******** **** (Complainant). TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they attached the front and back of the title. The front of the title shows liens were satisfied and released but the back shows someone signed and stamped the title as the seller, which should never have been presented back to the owner without correcting first. They need this corrected.They are going to be fined for the delay in retitling because TitleMax requested 30 days on September 19, 2024, and any additional time for necessary corrections.

Upon completing our investigation, we found that ****** ***** has never been an employee at our organization and was not on staff during the time the document in question was signed. To resolve this matter, we recommend reaching out to the seller directly and collaborating with the *** to correct any discrepancies in their records.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
PO Box 550
*******************
Initial Complaint
10/10/2024
Complaint Type:
Billing Issues
Status:
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.
I wanted to get the rest of my money to pay a medical bill and I told them I needed it and they won't give it to me and I told them that I wanted to keep my car and get the money and they didn't the lady thought I was going to surrender my car to them but I said no I wasn't and they locked my account
Business response
10/16/2024
October 16, 2024

Better Business Bureau
******************************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by **** ****** (Complainant). TitleMax of ************* *** TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they requested to borrow additional funds, however ******** did not grant their request. The Complainant states they wish to retain their vehicle despite a ******** employees belief they were going to surrender their vehicle. The Complainant claims their account was then blocked and is requesting a refund.

A review of TitleMax records reveals on February 2, 2024, a **** was obtained in the principal amount of $518.00 at a storefront in ********, **. The Complainant granted a security interest in a 2011 Honda Pilot with a VIN ending in ******.The **** was contracted to be repaid in full in the amount of $621.55 on March 3, 2024. However, to the extent they chose not to pay the amount in full to redeem the vehicle, the Complainant could, at a minimum, pay the outstanding pawnshop charges and interest and extend or refinance the **** for an additional thirty (30) days. On April 18, 2024, and August *******, the Complainant refinanced their **** on multiple occasions, borrowing an additional $6,694.00. The last refinance was completed on September 23, 2024,in which the Complainant paid the minimum and extended their **** of $7,112.56.The **** is contracted to be repaid in full in the amount of $9,464.13 due on October 23, 2024.

On October 9, 2024, the Complainant was advised additional funds were available; however, the Complainant stated they were not interested.On October 14, 2024, TitleMax received a call from the Complainant stating they cannot access available funds on their account. The Complainant was advised to return to contact the storefront where the **** originated for more information on their **** to discuss what would be needed to receive the additional ******** of the date of this response, the Complainant has not contacted the store.

To address the Complainants claim that TitleMax erroneously believes they would like to surrender their vehicle, we apologize for the error.

As we believe that the conditions of the **** were clearly disclosed and cannot find any evidence of wrongdoing, the refund request will not be accepted at this time. The Complainant may contact Speedy Cash directly at ************** for any other questions or concerns regarding their account.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
**********************
*********************;
Customer response
10/17/2024

**** ****** <*****************************>
Wed, Oct 16, 7:23 PM (13 hours ago)
to disputeresolution

You guys didn't do your job

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BBB Rating & Accreditation

A+

Accredited Since: 2/24/1998

Years in Business: 37

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

5165 Emerald Pkwy Ste 100

Dublin, OH 43017-1063

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(855) 920-9800

Business hours

8:00 AM - 8:00 PM

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Customer Complaints Summary

416 total complaints in the last 3 years.

225 complaints closed in the last 12 months.

Business Hours
Monday	8:00 AM - 8:00 PM
Tuesday	8:00 AM - 8:00 PM
Wednesday	8:00 AM - 8:00 PM
Thursday	8:00 AM - 8:00 PM
Friday	8:00 AM - 8:00 PM
Saturday	11:00 AM - 7:00 PM
Sunday	Closed

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