Complaints

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I call cash box and find out their policies and procedures on handing over the cash for the pawned items. They tell me they count out and pay the person who gave the gov ID and signed for the pawn. Under duress, I take items to cash box to pawn. The supervisor spends the whole time flirting with the individual I was with, forcing me to pawn my stuff . When the deal is done I hold out my hand to receive the cash. The individual agressively says 'oh he'll no' and steps infront if me if not pushing me out of the way. It was very obvious by my body language (holding out my hand) and lack of giving any type of verbal consent that it was not ok to pay him, plus the agressive language and behaviour from him. I stand there with my mouth wide open, hand held out, tearing up, looking to every single employee to see if they were going to break their policies and give my money to him. They do. I call the manager and she says it ya my fault because I didn't cause a scene and allow him to pull his knife and trash their store, despite me NEVER giving any indication or verbal consent that they can pay my money to him. So now all my money and possessions are gone, because cash box couldn't follow their own policies & procedures and best practice when it comes to paying out their pawn cash. Even though it was extremely clear I did not want the money to be paid to him, did not give consent and held my hand out for the money, as it was my transaction

  Business response

  28/06/2022

  Hi, we have reviewed the video from the transaction in question, as well talked with all three staff members that were on shift during the pawn. 

  The video shows no signs of aggressive behavior from the person she is with. The supervisor in question that was "flirting" the whole time is actually helping another customer. There is multiple points of smiling and laughter from the complainant throughout the transaction. During the time of the actual payout, the complainant never puts her hand out and our employee does count out the money and put in on the counter, and that point the complainant takes a step back and the person she is with grabs the money off the counter. The complainant and the person she is with exchange words that do not look negative on tape and both leave together. When interviewing the staff involved, at no point do any of them suspect anyone acting "under duress". There was no signs of aggressive behavior or threatening language used by either the complainant or the person she is with. The complainant did call the location manager demanding we give her the money a second time for the pawn loan and when the manager declined doing that, the complainant started verbally accosting the manager, to which the manager hung up as she couldn't even get a word in the conversation. 

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