Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 419 total complaints in the last 3 years.
- 143 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to the checksmart located *** ******** ******** ** ** ******** ** ***** and she was very rude and unhelpful even though I paid in cash the full amount last time . She not only did not follow policy but she refused to assist me with my loan
Business Response
Date: 07/11/2022
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). CheckSmart, 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 she went to the CheckSmart located at *** ******** ******** ** ** ********* ** and the CSR was very rude and unhelpful even though she had paid in cash the full amount last time. She claims the CSR not only did not follow policy but refused to assist her with her loan.
CheckSmart takes this complaint very seriously. We have policies and procedures, committed to treating its valued customers in a fair, honest, and transparent manner. CheckSmart reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive. We have forwarded the Complainant’s concerns to management to investigate and act accordingly.
Regarding the Complainant’s claim that the CSR refused to assist her with her loan, per company procedure, part of the application process is to collect proof of the consumer’s bank account. Unfortunately, the CSR assisting the Complainant was not able to collection this information from the Complainant causing the application to be incomplete.
We hope that we have fully addressed the complaint. Should she or the Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
**** ******* **** ****Initial Complaint
Date:07/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good Afternoon, On August 12, 2021 I entered store to cash a rather large check after selling mothers house. I was told the fee would be approx 2350.00 and would take about 2 to 3 days to obtain cash. I did not receive prepaid Visa card until 8/23/21 and it did not work right half the time and charged fees for everything. I called daily to see when my cash would be available and was given vague responses every day, and ***** ***** was being blamed for the delay. I called ***** ***** after worrying and wa told this was par for the course and check into cash knew this. After speaking to the manager, she agreed with me and was supposed to contact district manager about refunding my fees. The store then closed and I cannot get any help with this matter. I have my US Moneycard recipt when it issued if you need it. Thank you. Sincerely, ****** ******Business Response
Date: 07/08/2022
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). Check Into Cash of Virginia, LLC dba Check Into Cash (CIC), appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states on August 12, 2021, she cashed a rather large check after selling her mother’s house and was told the fee would be approximately $2,350.00 and it would take about two to three days to obtain cash. The Complainant claims she did not receive her US Money Card prepaid Visa until August 23, 2021, and that it did not work right half of the time and she was charged fees for everything. The Complainant alleges she called to see when her cash would be available and was given vague responses and ***** ***** was blamed for the delay. The Complainant states she contacted ***** ***** and spoke to the manager who was supposed to contact a district manager about refunding her fees, however the store had closed, and she has been unable to get any help with this matter.
A search of our records show the Complainant cashed a check on August 13, 2021, at a CIC location in the amount of $26,463.50 with a check cashing fee of $1,323.18, not $2,350.00 as indicated in the complaint. The Complainant was informed the funds would not be immediately available; however, it is not a common practice to state two to three days, but rather five to seven business days to allow adequate time for the check to clear the account of the financial institution it is drawn from. On August 23, 2021, the check cleared the financial institution and $10,000.00 was loaded onto a prepaid US Money Card. CIC apologizes for any confusion that may have occurred during the transaction, but denies any wrongdoing as the Complainant was informed the funds would not be immediately available.
Regarding the fees that were charged on the Complainant’s US Money Card, the Complainant will need to reach out to US Money Card directly using the contact information below. CIC merely provides consumers access to US Money Cards and does not charge fees for the use of these cards. Therefore, we cannot speak on any fees the Complainant may have experience or issue a refund for these fees.
U.S. Money Card
Phone: ###-###-####
Email: *************************
We hope that we have fully addressed the complaint. Should she or the Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
**** ******* **** **** ******* ** *****Initial Complaint
Date:06/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In March 2022 I did a PayDay loan with this business. At the time of payment for this loan I was told that I should come in to do my payment electronically from my debit card instead of having them cash the check for payment that they already had on file. I went in on Tuesday swiped my card and the next day received notification from the bank that the check was cashed. I went back in with the debit receipt and the copy of the cashed check. The associate who did the transaction was not there but another woman who admitted she saw the error and would have the associate who did it submitted paperwork for a claim. One month went by I received no update. Called the store and was told it was out of there hands and I would need to wait to hear from a separate department at corporate level. Today is June 29 I called and they said they already denied my claim. No one reached out to me after 4months of waiting. No one has any answers even though they have papers showing that I was twice charged $345. This business which is going by two different names mind you because brick and mortar they are check into Cash ************** however they come up as community choice as a merchant charge, has not done anything to meditate their wrong doing and fix this mistake. The corporate office I called pulled my information and clearly said all I see is the debit charge not the check but in my paperwork is a printed copy of the check cashed with your business name on it. Did you actually call this local store to verify this information and speak to this woman who double charged me. Did you actually see my file and the two printed copies that show you community choice check into Cash *********** ** took my money and made no real effort to fix this.Business Response
Date: 07/01/2022
Thank you for the opportunity to respond to the complaint filed by ***** **** (Complainant). Check Into Cash of South Carolina, Inc dba Check Into Cash (CIC), 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 in March 2022, they obtained a payday loan with CIC. When the payment came due, as directed by the store, they went into the location and used their debit card to make the payment rather than allowing the check written for the loan to be cashed. The following day, they received notification from their bank that the check had also been cashed. The Complainant went back to the store with their debit card receipt and a copy of the cashed check, and a CIC store associate confirmed the error. However, after one month, the Complainant had not heard anything, and therefore contacted the store again, and was informed it was out of their hands and they would have to speak with the corporate office. On June 29, 2022, the Complainant spoke with CIC who only explained the claim had been denied. The Complainant is questioning the multiple names used by CIC, and if anyone looked at their file, or made a real effort to resolve this issue.
A review of our records revealed, on February 23, 2022, the Complainant obtained a payday loan from CIC in the amount of $300.00 with a fee of $45.00, and a due date of March 11, 2022. On March 15, 2022, the Complainant paid the loan in full via a debit card payment and the account reflected a zero balance. A CIC store associate deposited the Complainant’s collateral check on March 14, 2022, but did not take the correct actions in the point-of-sale system which allowed the debit card payment to be processed on March 15, 2022. When the Complainant spoke with the CIC store location regarding the double payment, the store submitted a refund request. The original request was denied due to the account reflecting a zero balance. For unknown reasons, after the refund denial, the appropriate associates were not notified of the situation and the necessary actions were not taken on the account which would have initiated a refund. We sincerely apologize for this mistake and the amount of time it has taken to resolve this situation. We have issued a refund to the bank account on file in the amount of $390.00; $345.00 for the overpayment plus the $45.00 paid in loan fees. The Complainant should see this refund within one to three business days.
Regarding the use of multiple names, CIC is part of the Community Choice Financial family of brands which is why Community Choice is reflected on the bank statement. As to the questions the Complainant raised concerning if anyone looked at their file or made an effort to correct the issue, an investigation into their claim was completed in March 2022; however, due to human error, the Complainant’s account did not reflect the overpayment which resulted in the refund being denied.
We hope we have fully addressed the complaint. Should they or the Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
**** ******* **** **** ******* ** *****Customer Answer
Date: 07/15/2022
The company that I filed a complaint against gave the time frame of 1-3 business days that I would receive my refund in my account on file. I have
not received anything as of today July 15th, 2022. The company response was sent on June 30th, 2022. If possible I would like the company to give an
update on when the refund will be credited to my account.Business Response
Date: 07/15/2022
The ACH refund attempt was returned on July 5, 2022. On July 8, 2022, a refund check was mailed to the Complainant. Please see the attached refund check.Initial Complaint
Date:06/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a tit** loan with this company, and I end up losing my job so I was not ab** to pay so I voluntarily surrender my 2007 Cadillac Escalade to pay for my 1400 tit** loan on March 23, 2022. I did so in good faith so that I do not get harassing phone calls.
Recently, this company been calling me and threatening me that I needed to pay this debt. My car is worth more than my debt owed on this loan, but they still been calling me trying to col**ct. I tried calling the company several times **aving messages trying to figure out what is going on with my loan, and why are representative calling me threatening me that I need to pay. I tried to ask the representative what was going on with my car that I voluntarily surrendered, and their response was that it was not their responsibility to check into their systems to find out, and that it was my responsibility to pay now.
It’s been almost 90 days now of harassing phone calls. My car is worth more than the tit** loan that I took out. So, where are the documents that my car got sold and my debt being paid? Every time I call they tell me that the manager been out sick for two months now.
It is a crime to withhold me from my personal information on this matter, and this company tying to say that there is no record of this vehic** surrendered and must pay this debt.
I want some answers of why it’s taking 3 Months, and I requested to give my vehic** back so I can sell it and the representative told me that matter is not my prob**m. All these calls are recorded, so just need to play back the recordings.
P**ase help me to find out so this debt is paid, and where are the documents of my vehic**. Thank you
Business Response
Date: 06/17/2022
June 17, 2022
Better Business Bureau
**** ****** **** ********* ** *****
RE: BBB Complaint ID 17412673
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint fi**d by **** ** (Complainant). Check Into Cash of Louisiana, Inc dba Check Into Cash (CIC), appreciates the ro** of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complaint states they had a tit** loan with CIC; they became unab** to pay the loan, and on March 23, 2022, they voluntarily surrendered their vehic** to sett** the $1,400.00 loan. The Complainant claims over the last 90 days, they have received threatening phone calls to pay the debt. The Complainant states their vehic** was worth more than what was owed and is requesting explanation on what happened and a billing adjustment.
A search of our records revea**d the Complainant obtained a tit** loan with CIC on January 20, 2022, in the amount of $1,345.30. The Complainant surrendered their vehic** and on April 27, 2022, it was sold at auction. Due to unknown reasons, when CIC received the check issued from the sa** of the vehic**, no payment was applied to the Complainant’s account. This has been corrected and the Complainant has no outstanding balance with CIC. The sa** of the vehic** did result in a surplus of funds and on May 9, 2022, a check for $2,843.57 was requested and mai**d to the Complainant at the address on fi**. However, our records do not show the check was ever cashed and a new check was requested and will be mai**d to the address provided in the compliant.
Regarding the statement of harassing phone calls, our records show CIC conducted one phone call referencing this loan, made on June 7, 2022. After that call, the account was updated to block all future contact. If the Complainant received additional phone calls, we ask they provide documentation and/or the phone number the calls were made from so we may investigate further.
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 [email protected].
Sincerely,
Customer Service – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017Customer Answer
Date: 06/21/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17412673
I am rejecting this response because: I just cal**d this company corporate office today Tuesday, June 21, 2022. I cal**d at roughly 2:59pm central standard time. I spoke with a representative in col**ction about my tit** loan. She did confirm that the debt was paid off , and there is a surplus check. After speaking with her supervisor, the agent said her department doesn’t hand** when I will receive my check. So she transferred me to their litigation department, I explained my situation why I was transferred to this department she in turns says she has no clue and just blatantly hung up on me. I cal**d back to the operator waited 15 minutes before someone picked up the phone, then I was put on hold after explaining my situation. After 5 minutes on hold, I was prompted to **ave a message, then again I was disconnected. I cal**d back again, 5th time calling. The agent got on the phone to reiterate that these cal**d are recorded for security purposes. Then he read the notes, I was put on hold once again. After being on hold, the agent said I need to wait on a **tter for the next steps. So I asked him what are the next steps, he just said wait for the **tter then I asked him what address do u have on fi**? He responds just wait on the **tter that is “supposedly” sent out already, but don’t have my address on fi** where the **tter was sent. I feel like this company is just trying to buy time to just practice unethical practices as a company. No one has answers when asked a question, but they instead transferred the phone to different departments then just blatantly hang up on the clients they supposed to be helping. I do not want to close this case until they can provide me proof of sa** at auction, proof of my tit** loan being resolved, and also proof of my surplus check that they can see on fi** but have no answer to when and where it will be sent out in the mail. All their calls are recorded for records. P**ase help!!
Regards,
**** **Initial Complaint
Date:06/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 19th, 2022 I got a payday loan from cash central for 315 dollars. This is my 3rd loan with the but also the last. I had what I thought was an arrangement to pay 17 on it on the 31st and the remainder on June 15.
On May 31st the entire amount was taken account where my bank sent this back due to insufficient funds. I reached out to cash central where I was told there was nothing they can do.
On June 3rd, I received an email stating If I paid the loan within 10 days, I could get a 10 percent discount. I planned to pay this on the tenth, when I got paid, however when I woke up that morning 400 dollars that I never authorized had been taken out. The first time I called, I spoke with a girl saying they took the entire amount out on the 31st because I used a savings account, which I didn't? I asked to speak to her supervisor and she hung up. The second time I spoke with a very nice lady who asked me to sent an email of my email to customer support and call back in an hour. I called back, spoke with someone telling me I needed to talk to collections even though my loan never went to collections. Collections sent me back to customer support who give me a number to call.
I called again, spoke with Kenna who was able to pull up the email telling me I was right I did have ten days I just needed to send proof of my charge to customer support in an email. I asked why the company who took the charge needed proof of the charge? And who I needed to speak to after I send the email to avoid another 4 transfers. She told me she would ask her supervisor, put me on my millionth hold and then told me that I only got 10 business days if I called immediately. Funny how no one else I talked to told me this misworded email contained invisible stipulations beyond the 10 days I was given.
I have spent 4 hours of my day, I have been transfered countless times, I haven been put on hold, hung up on, and all for nothing.
Business Response
Date: 06/17/2022
Thank you for the opportunity to respond to the complaint filed by ********** ******* (Complainant). Cash Central, 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 received a payday loan on May 19, 2022, for $315.00 and they believed they had an arrangement to pay $17.00 on May 31, 2022, and the remainder on June 15, 2022. The Complainant states on May 31, 2022, the full amount due was taken from their bank account but returned due to insufficient funds. On June 3, 2022, they received an email stating if the loan was paid within 10 days, there would be a 10% discount; however, on June 10, 2022, an unauthorized debit of $400.00 was deducted from their account. When the Complainant attempted to resolve the issue and obtain a refund, they were transferred countless times, put on hold, hung up on, and was never able to resolve the situation. The Complainant is requesting a refund.
A search of our records revealed the Complaint obtained a payday loan from Cash Central on May 18, 2022, in the amount of $315.00, with a finance charge of $55.12, and a due date of May 31, 2022. That same day, the Complainant requested a refinance; however, the requested refinance was for $15.00 with a $2.62 finance charge resulting in a principal reduction payment of $300.00 along with $44.10 in fees being due on May 31, 2022. Unfortunately, this payment returned from the Complainant’s bank causing the refinance due on June 15, 2022, to be voided. When no payment was received and there was no repayment arrangement on file, Cash Central processed a preauthorized ACH payment as outline in the loan agreement; the account is now paid in full.
Regarding the email from June 3, 2022, stating a 10% discount would be given if the payment was made in 10 days (see below), and the request for refund, while the Complainant may have intended to pay the loan on June 10, 2022, the email clearly states to call Cash Central immediately to receive the discount. When no contact was made, a payment was processed for the full outstanding balance. Cash Central denies any wrongdoing and therefore will not be issuing a refund.
Cash Central apologizes for the difficulty the Complainant experienced when attempting to contact Cash Central regarding this situation. It is our goal to always provide an excellent experience. We have forwarded this complaint to management for further review.
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 – Consumer Complaints
**** ******* **** **** ******* ** *****Customer Answer
Date: 06/17/2022
the email clearly states to call immediately, the offer expires in 10 days, not if we don't hear from you today the offer expires and we are going to draft 400 dollars from your account without warrant.
Regards,
********** *******Initial Complaint
Date:06/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was approved for a $125 loan for check into cash and they said mountain city TN office said they can't do it cause of past history... I want my moneyBusiness Response
Date: 06/08/2022
Thank you for the opportunity to respond to the complaint filed by **** *** (Complainant). Check Into Cash of Tennessee dba Check Into Cash, dba Loan By Phone (CIC/LBP), 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 were approved for a $125 loan with CIC/LBP and had been told the loan could not be processed due to past history. The Complainant is requesting the $125 loan.
A search of our records show the Complainant applied for an online payday loan from CIC/LBP on June 6, 2022, in the amount of $125, with a finance charge of $22.05, and a due date of July 1, 2022. Due to the additional information needed and not provided, the application expired causing the funds to not be disbursed. An employee attempted to contact the Complainant on June 7, 2022, for the additional information, but no contact was made.
Due to an unforeseen error, the loan showed as approved and funded while awaiting the additional information. The Complainant may reapply for a payday loan and provide the additional information needed to receive the funds. We apologize for any inconvenience this may have caused.
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 [email protected].
Sincerely,
Customer Service – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017Initial Complaint
Date:05/26/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm about to get sued by this company i have no idea why I only applied for the loan so how am get rid of this off my credit report I disputed already and I really hope yall can help I am getting scammed but it's Nothing on my report but a hard inquiry for check into cash she did say it another name but I know for a fact I only applied please have them removed this hard inquiry off my records I frozen my account so no one else can try to say I owe I've been dealing with spam for a few yearsBusiness Response
Date: 05/27/2022
May 27, 2022
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 17147676
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ***** (Complainant). Check Into Cash of Nebraska, Inc dba Check Into Cash, Loan By Phone of Nebraska, LLC dba Loan By Phone (CIC/LBP), 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 are being sued by CIC/LBP and do not know why as they have only applied for a loan. The Complainant claims they are being scammed and are requesting for the inquiry to be removed from their credit as they have been dealing with spam for a few years.
It is unclear what the Complainant is attempting to convey in their complaint. As acknowledged by the Complainant, CIC/LBP received an application from the Complainant on October 23, 2021, which authorized the credit inquire; however, no loans were underwritten and there is no outstanding balance. Due to our recordkeeping obligations and underwriting process, we cannot remove the inquire from the Complainant’s credit report.
Regarding the statement that CIC/LBP is about to sue the Complainant, CIC/LBP does not have any reason or intentions to sue the Complainant. If the Complainant is receiving correspondence purporting to be from CIC/LBP stating otherwise, we ask they provide details or documents received so we may investigate further. If the Complainant feels they were scammed, we suggest they file a report with their local law enforcement agency.
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 [email protected].
Sincerely,
Customer Service – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017Customer Answer
Date: 05/27/2022
[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 accept the business's response to resolve this complaint.
Regards,
Wrong company my apologies I resent it the correct company truly apologies ????
****** *****Initial Complaint
Date:05/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I entered into a debt consolidation program to negotiate lower interest so I could pay off my account with Community choice/ check into cash. The company that I am working with (Encompass) has been working in my behave with this company, they sent a documentation, where CC acknowledged that they would not deposit my checks while I am in the program. My check were deposited and overdrew my account by 480 plus 70 in overdraft fees. I called CC where the store manager ******* stated that she knew I was in the program and sent my checks to corporate. Encompass reached out to CC in my behave, they stated that “they “ should not have deposited my checks and they would issue me a refund in 3-5 days, meanwhile my account is overdrawn and I had to pay $70 in bank fees, I want my bank fees back for the inconvenienceBusiness Response
Date: 05/18/2022
May 18, 2022
Better Business Bureau
**** ****** **** ********* ** *****
RE: BBB Complaint ID 17198418
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by **** ***** (Complainant). Check into Cash of Mississippi, Inc., dba Check into Cash (CIC), 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 entered into a debt consolidation program with a company called Encompass to pay off their account with CIC. The Complainant states Encompass sent documentation to CIC, which was acknowledged and responded to stating they would not deposit their checks while working with the debt consolidation program. The Complainant claims their checks were deposited and causing their bank account to be overdrawn by $480 and assessed $70 in overdraft fees. The Complainant claims Encompass reached out to CIC who explained they should not have deposited the checks and they would issue a refund within 3-5 days. The Complainant is requesting a full refund plus overdraft fees be returned to her.
Our records show, on March 11, 2022, the Complainant agreed to the terms of two payday loans both in the amount of $200.00 apiece, with finance charges of $40.00 each, and due on March 25, 2022. CIC is happy to work with a debt consolidation company once an account is in a default status and no longer current. CIC follows the original loan agreement which states CIC will deposit the checks on the contractual due date. We apologize for any confusion experienced or any possible inaccurate information provided by a CIC agent.
Regarding the request for refund, given the uncertainty of the information provided by a CIC agent, should the Complainant’s checks clear their bank account, we will issue a refund of the loan fees totaling $80.00. Please note, if the checks do not clear the Complainant’s bank account, we will be happy to work with Encompass to arrange a mutually acceptable repayment arrangement.
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 [email protected].
Sincerely,
Customer Service – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017
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