Complaints

This profile includes complaints for Advance America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Advance America

  322 Rhett Street Greenville, SC 29601

  
• 

  Advance America

  400 N Navy Blvd Ste 9 Pensacola, FL 32507-2080

• 

  Advance America

  1978 Pat Thomas Pkwy Quincy, FL 32351-8785

• 

  Advance America

  4228 W Tennessee Street Suite 29 Tallahassee, FL 32304

• 

  Advance America

  3000 Dunn Avenue # 66 Jacksonville, FL 32218

The 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:04/30/2025

  Type:Sales and Advertising Issues
  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 trying to get a loan a loan it was approved April 23rd to consolidate some bills they deposit some money into my account cuz they said they had to verify my account I was not comfortable with it so I returned the money they turned around took the money out again out of my account put my account negative I have proof that I sent them the money they are still sending me money in my account and want me to send that money back I am not comfortable with this.
  I told them I did not think this was legit and that I even wanted to talk to a supervisor. They reversed some of the mobile deposit checks and that is why my account is overdrawed I would like for it to get back being positive and instead of a negative balance and I have told them over and over that's what I want and they said once we get your account verified 3 times we will give you your loan money and give you the negative money back.
  I'm not comfortable at all

  

  Business Response

  Date: 05/07/2025

  May 7, 2025
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:     ********** *** * ********* *** ********
  
  Dear Cindy:
  
  Advance America, Cash Advance Centers of Indiana, Inc. (“Advance
  America”), is in receipt of a complaint filed by ********** **** We have
  thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ********** states, “I was trying to get a loan a
  loan it was approved April 23rd to consolidate some bills they deposit some
  money into my account cuz they said they had to verify my account I was not
  comfortable with it so I returned the money they turned around took the money
  out again out of my account put my account negative I have proof that I sent
  them the money they are still sending me money in my account and want me to
  send that money back I am not comfortable with this. I told them I did not
  think this was legit and that I even wanted to talk to a supervisor. They
  reversed some of the mobile deposit checks and that is why my account is
  overdrawed I would like for it to get back being positive and instead of a
  negative balance and I have told them over and over that's what I want and they
  said once we get your account verified 3 times we will give you your loan money
  and give you the negative money back. I'm not comfortable at all. [sic]” **********
  provided screenshots of the loan documents and messages from “Priority loan
  Servicing” and “Cash Priority Loan Servicing” with their complaint.
  
  Please be advised that the communications described in the above complaint
  have no connection to Advance America. It is evident that these communications
  are part of an effort to defraud customers, like **********, by falsely
  claiming to represent our company. Furthermore, Advance America does not
  operate under the conditions described above, to deposit funds into a
  customer’s account only to request their immediate return. Lastly, Advance
  America is not affiliated with the business names, “Priority Loan Servicing” or
  “Cash Priority Loan Servicing.”
  
  If ********** suspects they may have fallen victim to a potential
  scam, we strongly recommend they take immediate action to protect themselves
  and report the incident. Here are the steps we advise:
  
  Visit the FBI's Internet Crime Complaint Center ***** ******* ** ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
  File a detailed report on the *** website, including all relevant information about the suspicious transaction or communication.
  Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
  Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
  Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
  
  Please note, legitimate organizations will never pressure
  customers to act hastily or share sensitive information through unsecured
  means.
  
  This letter is written under a full reservation of rights and is
  not intended to be, nor should it be construed as, any admission of liability
  or as a waiver of any rights afforded Advance America, Cash Advance Centers of
  Indiana, Inc., under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Ally
  P*****
  Operational
  Risk and Compliance Manager

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my account.  To Whom It May Concern, I am writing to inform you that while I do not agree with your decision to deny my refund request for the double payment made in error, I will not be pursuing further action. However, I want to make it clear that I find the level of professionalism demonstrated in handling this matter to be unacceptable. Supervisor should review all recorded conversations and train their employees how to communicate  better and listen better. Highly disappointed with services and will be paying it off loan as soon as I can. God bless you all who are involved. I hope this feedback serves as an opportunity for improvement in your customer service practices.

  
  Regards,
  
  ******* ********

  tcome:
  • Refund of the accidental ACH payment made on April 22, 2025
  • An apology for the misinformation provided by the manager
  • A review and adjustment of their policies regarding ACH payments and customer support, to prevent future issues like this

  

  Business Response

  Date: 04/29/2025

  Advance
  America, Cash Advance Centers of Oklahoma, Inc. (“Advance
  America”), is in receipt of a complaint submitted by ******* ********. We have
  thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ******* states, “On April 22, 2025, I
  accidentally submitted a payment to Advance America through their online
  portal, unaware that I had already scheduled a payment for April 28, 2025. Upon
  realizing the mistake, I immediately contacted Advance America to request a
  refund for the unintended payment. I was informed that since the payment was
  processed as an ACH transaction, they are unable or unwilling to issue a
  refund—even though the payment was made in error and the originally scheduled
  one is still set for later this month. This has placed an unnecessary financial
  burden on me. To make matters worse, the manager at the location I contacted
  gave me an incorrect phone number for the corporate office, which only added to
  my frustration and delayed any attempt at escalation or resolution. I believe
  this situation reflects poor customer service and a lack of flexibility in
  handling honest mistakes. The funds have not cleared my account yet, and I
  acted quickly to try to resolve the issue. Desired Outcome: • Refund of the accidental
  ACH payment made on April 22, 2025 • An apology for the misinformation provided
  by the manager • A review and adjustment of their policies regarding ACH
  payments and customer support, to prevent future issues like this [sic].”
  According
  to our records, ******* entered into a Customer Loan Agreement (“Agreement”)
  with Advance America on March 31, 2025. Pursuant to the Agreement, *******
  agreed to repay an amount of two thousand two hundred eighty-seven dollars and
  ninety-one cents ($2287.91) in twenty-five (25) bi-monthly installments of
  eighty-eight dollars ($88) and one (1) final installment of eighty-seven
  dollars and ninety-one cents ($87.91) due on March 30, 2026. On April 4, 2025,
  ******* submitted an ACH payment in the amount of one hundred seventy-seven
  dollars ($177) which cleared. This payment satisfied installment payment number
  one (1) and the remaining balance went towards principal. On April 22, 2025,
  ******* submitted an ACH payment in the amount of eighty-eight ($88) dollars
  which satisfied installment payment number two (2). *******’s next payment is
  due on May 12, 2025.
  In
  accordance with federal banking regulations, we are unable to cancel or reverse
  an ACH transaction once it has been initiated in our payment processing system.
  Regarding
  *******’s concern about potential duplicate payments, the payment that successfully
  processed on April 22, 2025, satisfied their second installment obligation.
  Consequently, no additional payment was scheduled or processed on April 28,
  2025, which was the original due date. Our records indicate several unsuccessful
  attempts were made to reach ******* by phone to discuss their concerns.
  Following our recommendation via email, ******* contacted our Customer Care
  Team on April 28, 2025. During this conversation, while we explained that we
  could not refund the April 22 payment as it was properly applied to the account,
  ******* was offered and chose to revoke the electronic payment authorization on
  their account. This option will allow ******* to schedule and make all future
  payments manually according to their preference.
  Should
  ******* have any further questions or concerns regarding this loan, they may
  reach out to *************************************.
  This letter is written under a full reservation of rights and is
  not intended to be, nor should it be construed as, any admission of liability
  or as a waiver of any rights afforded Advance America, Cash Advance Centers of
  Oklahoma, Inc., under any applicable laws, statutes,
  or procedures.
  
  Sincerely,
  Ally P*****
  Operational
  Risk and Compliance Manager

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ***** ***

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:     ***** *** * ********* *** ********
  
  Dear Cindy:
  
  ACSO
  of Texas, L.P., d/b/a Advance America (“Advance
  America”), is in receipt of a complaint submitted by ***** ***. We have
  thoroughly reviewed and appreciate the opportunity to respond.
  
  In the complaint, ***** states, “Failure to return CSO fee for
  early loan payoff. Company blames state for fee yet Advance America has control
  over funds. Failure to disclose at time of payoff I was getting charged $188 to
  pay my loan of Ealy in the form of a CSO fee. Requested $188 be returned to me
  [sic].”
  
  In
  Texas, Advance America operates as a Credit Services Organization (CSO), which assists
  customers in obtaining loans by issuing a Guaranty to a third-party lender on
  behalf of borrowers for a fee (the “CSO Fee”). If approved by the Lender, the
  loan amount includes the amount financed for the borrower plus a CSO Fee that
  is paid directly to Advance America for its services. Advance America then closes
  the loan on behalf of the lender and delivers the loan proceeds to the customer
  as applicable.
  
  According
  to our records, on February 7, 2025, ***** entered into a Contract for Purchase
  of Credit Services with ******* *******, which provided for a total CSO Fee of
  one thousand eight hundred ninety-two dollars and eighty cents ($1892.80) as
  well as a Loan Agreement with the ******* Funding TX 1, LLC (********** in the
  principal amount of two thousand eight hundred ninety-two dollars and eighty
  cents ($2,892.80). Pursuant to the Loan Agreement with ******** ***** agreed to
  repay a total of three thousand forty-four dollars and ten cents ($3044.10) in
  twenty-five bi-weekly installments of one hundred seventeen dollars and eight
  cents ($117.08) and one (1) final installment of one hundred seventeen dollars
  and ten cents ($117.10) due on February 6, 2026. As of April 4, 2025, *****
  made payments totaling four hundred seventy-one dollars and twenty-four cents
  ($471.24). On April 5, 2025, ***** paid one thousand forty-nine dollars and
  thirty-one cents ($1049.31) to satisfy the loan, which reflected all accrued
  interest on outstanding principal through that date. As a result of the early payoff,
  a substantial portion of the original CSO Fee was rebated per the terms of the CSO
  Agreement. ***** paid a total of four hundred seventy-eight dollars and
  sixty-six cents ($478.66) in CSO Fees to Advance America.
  
  We
  believe the interest and fees that ***** paid were correct and accurate for his
  transaction, consistent with the terms of both the CSO Agreement and the Loan
  Agreement.
  
  Should
  ***** have any further questions or concerns regarding this loan or Advance
  America’s CSO services, they may reach out to
  ************************************** 
  
  This letter is written under a full reservation of rights and is
  not intended to be, nor should it be construed as, any admission of liability
  or as a waiver of any rights afforded ACSO of Texas, L.P., d/b/a Advance America, under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Ally
  P*****
  Operational
  Risk and Compliance Manager