Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them their payday loan back, ********* now they had sent an ach payment that that went through after I paid it now I'm out 300 dollars and they are telling me I won't have my money for 5 days saying my debit card is blacked

  Business response

  11/13/2024

  Complaint ID: ******** does not belong to Check City Partnership, LLC in ******. This complaint belongs to Check City in ****, CCI Financial. I have alerted them about the complaint, can you please move it to their portal?

   

  Thank You,

  ***** *****

  Business response

  11/22/2024

  Dear BBB Representative/Customer,

  Thank you for bringing this matter to our attention. Our General Manager of the ***************** reached out to the customer via email to address their concerns and provide assistance. However, we have not received any response from the customer to date. Below is the email that was sent:

  Good Morning *** ******,

  I am the General Manager of the Check City online department, and Im reaching out to better understand your account and assist with resolving your BBB complaint. My goal is to address your concerns and provide any clarification or explanation that may help.
  
  Here is what I found in our logs:
  
  A loan with a balance of $300 was due on 11/5/2024 and was returned to us for insufficient funds on 11/6/2024 which created a debt with a balance of $315.00.
  You logged into your online account and paid the balance of $315.00 with your debit card ending in ****3976 at 2:49 PM MT.
  You then requested a new loan on 11/6/2024 for $255 at 3:01 PM MT and it funded to the same card.
  
  If you notice any discrepancies between our logs and your bank account transactions, please let me know. I'm happy to arrange a three-way call with your bank, or if it's more convenient, you can share your bank transactions with us so we can review them together.
  
  My goal is to resolve this matter promptly and ensure we retain your trust and business. We take great care in our accounting and account management, so I want to understand where the confusion might be arising and address it as quickly as possible.
  
  I look forward to hearing from you soon.
  
  Kind Regards,
  
  
  ***** ******
  General Manager
  PO Box 970028
  Orem, UT 84097
  p. ************ | f. ************

   

  We are committed to resolving this issue promptly and encourage the customer to respond so we can address their concerns effectively. Please let us know if further clarification is needed.
  

  Sincerely,

   

  ******** *********

  Compliance Officer 
  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  They put a block on mine and my partners account so now everytime we want to take out a loan we have to reach out to them for support On the weekends or after hours we are NOT able to freely take out loans due to this restriction placed I get the feeling check city doesn't like when people rescind a loan. So on 4/1 when I yet again reached out for troubleshooting Kendall said accept auto pay and I'll turn it off once the loan goes through Well she didn't turn it off and now I'm trying to process a debit card payment to avoid further interest fees but the representative Elena refused to help process the debit payment or remove the auto pay The worst part is that they are telling me I can't take out a loan without their help because of a glitch. Where is the proof and why hasn't it been fixed in months??? On top of that, to remove auto pay Check city asks that an email be sent (during that time the loan accrues interest) Well they removed auto pay of my loan from 3/12 by accident without any documentation instead of the one from 4/1 and now Kendall refuses to help fix the error her colleague made or fix the payment preference I was told would be updated upon me taking out the loan.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good afternoon I took small loan of 300 and I was making the $50 dollar payment, but I got behind due to a crisis in my health and my job job got paralyzed and I try to paid off my balance and the manager Dana try to charge me $177 when that's not my balance of my loan. My correct balance is $76.50 and they harrasm me constantly without allow me to continue with my payment process.

  Business response

  01/29/2024

  Ladies and Gentlemen:

  Please find attached to the foregoing response to Ms. *****'s Complaint a detailed record of Check City's internal collection department's communications with the customer, as well as a detailed explanation of all pertinent transactions.

  The $177 disputed amount is explained by the addition of Ms. *****'s loan balance and associated fees, etc. as she agreed upon in the controlling loan agreement that she signed. 

  Our Collections Department would like to encourage Ms. ***** to reach out to us, as we are willing to settle this account favorably. We are mindful of how important our customers are to us, and we remain willing to work towards an amicable solution.

  Thank you,
  

  Jorge G*****
  

  COMPLIANCE OFFICER

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because my balance of righ now is $26 dollars that I'm goin to pay in the next week. After this payment I'll have no other payments remaining with this company. 
  
  Sincerely,
  
  ********** *****

  Business response

  01/30/2024

  Check City has no issue with Ms. *****'s response. The response it submitted was simply an attempt to explain the existing balance at the time of the customer's original complaint. We appreciate Ms. *****'s business and hope to serve her needs in the future, should she choose to borrow from us again. 

  Customer response

  01/31/2024

  
  Complaint: ********
  
  I am answering the recent emails from check city and to be clear in your site my balance of today is $26 that I'll paid soon. Thank you 
  
  Sincerely,
  
  ********** *****

*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. ↩