ComplaintsforCrestline Finance

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a loan from Crestline Finance from California Check Cashing. My loan was paid in full on May 4th in the amount of 446.89 as shown on my bank printout along with a trace ID number. Crestline is telling me they don't show any payment and I am now past due. They refuse to help me even though I sent proof in that I paid the loan in full along with the additional fees the check cashing place adds. I need this resolved to reflect paid on my end.

  Business response

  05/28/2024

  *****************
  
  Green Bear California LLC, d/b/a Crestline Finance is in receipt of the above reference complaint. Crestline Finance values the Better Business Bureau's role in addressing consumer concerns. We are pleased to provide a formal response.
  
  To summarize, the Complainant states that she paid off her account in full on May 4th but was informed that her payment was not showing, and her account was past due. She also alleges that the company refused to assist her even after she provided proof of payment.
  
  A review of our customer’s account history confirms that on we received a call from our customer on May 6, 2024, stating that she had made her payment on May 4th at a store location, but her account status was locked. Our representative informed our customer that the payment was not reflected in her account and requested proof of payment to resolve the issue.
  
  The customer made additional calls on the same day regarding the missing payment. She was informed that her documents needed to be reviewed before her account could be updated. Once we received and reviewed her bank statement, our Merchant Services team verified the payment and updated her account accordingly. We apologize for any inconvenience this may have caused.
  
  In closing, we appreciate the opportunity to respond and hope this clarifies the matter. If the complainant has additional questions, she may contact *************************************
  
  
  Sincerely,
  Customer Service
  ********************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On approx 09-20-2020 I went into ca check cashing to receive a payday loan as I had done several times before as I was living paycheck to paycheck and needed help at times. Ca check cashing advised me they were no longer offering payday loans but had "restructured" and needed new signatures on the pin-pad. The documents explaining that ca check cashing was utilizing a 3rd party lender and starting a line of credit were not provided until after I had already signed the electronic pinpad with a blank screen. I feel this was a predatory and deceptive practice by ca check cashing/crestline finance. After several months of paying and reborrowing I finally got out of my financial hole and asked that my line of credit be closed along with my last payment being submitted to clear my balance. I was told to contact crestline. Crestline to this date has not answered a single phone call from me. I've waited for hours on the phone until my phone randomly disconnects or drops the connection. The website simply states "we are not accepting new loans" and doesn't not provide any more information. I asked that this line of credit be closed dozens of times from ca check cashing and their response is always to call crestline. Crestline will not answer any form of communication. They are now attempting to charge me annual fees. I've spent 30 mins this morning alone trying to call them. They don't answer.

  Business response

  10/06/2023

  ***************
  Thank you for the opportunity to respond to the complaint filed by ****** ***** (Complainant). California Check Cashing Stores, 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 that on September 20, 2020, they went into California Check Cashing to receive a payday loan as they have done in the past. At the time of the visit, they were advised they were no longer offering payday loans but had “restructured” and needed new signatures on the pin-pad. The documents explaining that California Check Cashing was utilizing a 3rd party lender and starting a Line of Credit was not provided until after they had signed the electronic pin-pad with a blank screen. They feel this was predatory and a deceptive practice by California Check Cashing and Crestline. After several months, they submitted their last payment to clear their balance and requested the Line of Credit be closed. Each time they requested the account be closed; they were told to contact Crestline for their request. They have attempted to contact Crestline via telephone but not a single call has been answered. The website does not provide any more information. Now they are attempting to charge the Complainant annual fees. The Complainant is requesting their account to be closed.

  
  For clarification, California Check Cashing Stores did not originate the loan in question; the Complainant entered into a loan agreement with an unaffiliated third-party lender Crestline Finance. California Check Cashing Stores is not the lender and merely provided the Complainant with access to Crestline Finance’s products. California Check Cashing Stores cannot respond to the Complainant’s statements regarding the terms and conditions of the credit product received, payments made, or any other fees associated with this loan. California Check Cashing Stores recommends that they or the BBB contact Crestline Finance, reachable at ###-###-#### or by email 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,
  *** – Consumer Complaints
  ** *** *** ********** ** *****

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It seems that i had originally gotten a payday advance during the pandemic in 2020. I believe i paid the loan back in full. I am continuing to recieve these emails about my statements. I just want to close whatever account it is that they have for me and move on with my life. I dont want this to continue to negatively affect mme or my credit. If i remeber correctly i have at least asked them already once toclose the axxount and paid the fee.

  Business response

  08/10/2023

  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the corresponding complaint filed by our customer (Complainant). ***** **** ********** LLC, d/b/a ********* Finance, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.?? 
  
  To summarize, the Complainant states he had originally received a payday advance during the pandemic in 2020, believes that he previously repaid the loan in full and closed the account; however, he continues to receive statements. The complainant also states that he wishes to close the account and no longer wants this account to negatively impact his credit.
  
  Contrary to the statement made in the corresponding complaint, the complainant did not obtain a payday advance from ********* Finance. Our records confirm that on July 11, 2020, the Complainant applied for and received a Line of Credit for $300.00 with ********* Finance.
  
  As part of our application process, approved applicants are presented with their Line of Credit contract which states the following: “To close an account, as outlined in the Agreement, it is required the customer send notification in writing via mail to Attn: Customer Service, P.O. Box ***, Dublin, Ohio 43017, or email to customerservice@*********finance.com”. We can confirm that we did not receive written notice from the complainant requesting to close his account, until receipt of this complaint.
  
  Our records also confirm that we spoke with the Complainant on January 24, 2023, at which time he paid his outstanding balance in full. On February 6, 2023, we spoke with the Complainant again, where he called in and requested to close his account. We instructed the complainant to send a “close out letter” via mail or email. As aforementioned, prior to receiving the corresponding complaint, we never received written notice from the complainant, thus the account remained open. Upon receipt of this complaint, we have closed the complainant’s account as requested and waived the $15.00 partial annual fee.
  
  Additionally, the statement made in the corresponding complaint regarding negative reporting is unfounded. We can confirm that ********* Finance has not reported this account to any credit reporting agency. If the complainant believes otherwise, we encourage him to review his consumer credit report to determine the actual creditor that is reporting a negative account.
  
  We hope we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at customerservice@*********finance.com.??? 
  
  Sincerely,
  Customer Service?
  customerservice@*********finance.com??? 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a loan from Crestline through California Check Cashing years ago. I paid the loan in full and advise them multiple time to close the Line. Then years later I get a text saying my account is past due. Ive never received anything electronically or in writing. I have no balance no account number anything. I should not be charge for something I dont owe, Apparently they have been doing this for years this practice is deceptive charging for something without notifying and charging when there is no balance due

  Business response

  11/21/2022

  ***************
  
  Thank you for the opportunity to respond to the corresponding complaint filed by our customer (Complainant). Green Bear California LLC, d/b/a Crestline Finance, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.?? 
  
  To summarize, the Complainant states she “got a loan” with Crestline Finance through California Check Cashing years ago, paid the loan in full, and requested multiple times for the line to be closed. Complainant states that she is now receiving text messages stating her account is past due, has never received notification electronically or in writing regarding this, and should not be charged for something she does not owe.
  
  Our records confirm that on January 20, 2020, the Complainant received a Line of Credit for $700.00 with Green Bear California LLC d/b/a Crestline Finance.  On March 1, 2020, the Complainant paid her account in full but did not request for her account to be closed. On February 2, 2021, an annual fee of $35.00 was due on the complainant’s account, pursuant to the terms of her agreement.  On February 4, 2022, an annual fee of $35.00  became due on the complainant’s account, which to date, has not been paid.
  
  As part of the application process when requesting a line of credit, customers are provided an agreement, which clearly provides details related to any applicable fees, which would include the annual fee. Prior to executing such agreement, all customers are required to review and agree to the terms of said agreement. Our records confirm that the complainant was provided time to review such information and agreed to the terms by executing her agreement with Crestline Finance.  As stated in our agreement: “To close an account, as outlined in the Agreement, it is required the customer send notification in writing via mail to Attn: ******** ******** **** *** **** ******* **** *****, or email to *************************************” Our records confirm that we did not receive such a request from the complainant, thus the charges of an annual fee were correctly assessed to her account.
  
  We spoke with the Complainant multiple times on November 17, 2022, at which time she was informed that her original Line of Credit was paid; however, per the terms of her agreement, her account auto renewed and subsequently accrued an annual fee.
  
  Upon receipt of this complaint, as a courtesy Crestline Finance has agreed to waive the $35.00 annual fee and close the account.
  
  We hope we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at *************************************
  
  Sincerely,
  
  ******** ********  **** *** *** ******* ** ****** 
  ###-###-#### 
  *************************************** 
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a pay day advance loan with Crestline over a year ago if not longer. I paid back what was due and any fees they stated. Back in December of last year after not using the services for a while. I was told I had a small fee ($20-26) to be paid because of some interest/ annual fee. I was told, once this was paid, my debt was fulfilled and our business done. I have not utilize this services at all in 2022, and now getting messages saying I owe an annual fee of ($30) since I didn't sent them a close account email. ( which I was never informed when I was contacted in December of paying the interest and fee to close out my account.) I never received any documents outlining this clause. I want this matter settled.

  Business response

  11/01/2022

  ******************
  
  Thank you for the opportunity to respond to the corresponding complaint filed by our customer (Complainant). Green Bear California LLC, d/b/a Crestline Finance, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response. 
  
  To summarize, the Complaint states she made a “payday advance” with Crestline over a year ago and paid what was due including fees. In December 2021, the complainant states that she was advised that she owed a fee due to interest/annual fees and once paid the debt was fulfilled; however, she is now being contacted about owing a $30.00 annual fee, which the complainant claims she was not previously made aware of.
  
  Our records confirm that on September 16, 2021, the Complainant received a Line of Credit for $500.00 with Green Bear California LLC d/b/a Crestline Finance. As part of the process of requesting a line of credit, consumers are presented with the contract which explains all annual fees and must be reviewed prior to signing.  To close an account, as outlined in the Agreement, it is required the customer send notification in writing via mail to Attn: ******** ******** **** *** **** ******* **** *****, or email to ************************************* 
  After review, we can confirm that we spoke with the Complainant on February 10, 2022, at which time the balance was paid, and an agent advised the account was paid in full.  On October 25, 2022, the Complainant called in again due to her account reflecting a $30.00 annual fee.  At that time, the Complainant was advised that her account was still open, and the annual fee would need to be paid in order for the account to be closed.  The Complainant refused to pay but did request the email address to send the close out letter to.
  
  On October 25, 2022, Crestline Finance received the close out letter and on October 27, 2022, the $30.00 annual fee was waived, and the account closed. We apologize for any inconvenience this may have caused. 
  
  We hope we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at **************************************** 
  
  Sincerely,
  
  ******** ********  **** *** *** ******* ** ****** 
  ###-###-#### 
  *************************************** 

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is charging me an annual fee without my knowledge.

  Business response

  07/05/2022

  Thank you for the opportunity to respond to the complaint filed by ******* ******* (Complainant). Green Bear California, LLC d/b/a Crestline Finance appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

  To summarize, the Complainant states Crestline Finance has been charging an annual fee without the Complainant’s knowledge. Complainant is requesting for the fee to be removed and the account to be closed.

  Our search of our records revealed the Complainant agreed to terms of a Line of Credit on December 20, 2022, with Crestline Finance., with a credit limit of $400.00, and an Annual Fee of 5% of the credit limit. As outlined in the Line of Credit agreement, the Annual Fee is charged at the time of origination and is renewed on each annual anniversary of the Line of Credit agreement.

  Regarding the request to close out the account, the Complainant may contact ###-###-#### or mail payment to the address below to resolve the outstanding balance. Once the balance is satisfied, Crestline Finance will close the account.

  Crestline Finance is confident that during the application process the Complainant was made well-aware of the costs and terms associated with this loan. As part of the process of requesting a loan, consumers are presented with the contract which includes the Account-Opening Disclosures, where the APR and Annual Fee is presented. The contract must be reviewed before the loan is signed. Crestline Finance has included a copy of the Line of Credit Agreement for the Complainant’s records. The Complainant may log in to the Customer Portal at portal.crestlinefinance.com to view all documents. The Complainant may also retrieve a paper copy of their documents at a participating distributor location.

  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, 
  Customer Service 
  ** *** *** ******* ** ***** 
  ###-###-#### 
  ************************************ 
  

*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. ↩