Check City

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks so much for the immediate response, detailed explanation and steps in preventing a similar situation in the futureI can assure you the code was enteredI clearly remember making sure the alpha characters were capitalized exactly as they were in the emailWhere it went neither of us seem to know.I am very pleased with this resolution and customer care provided in their response.Sincerely, [redacted]

Dear Revdex.com, The money order in question was purchased at our [redacted] locationOur money orders are stored in an electronic vaultWhen a Customer request a money order, the information is entered into our software controlled registers and once payment is received, the money order(s) are printed and dispersed along with a receipt and given to the CustomerAt no point during the transaction does the employee have access to a blank money order, nor the ability to put "no value on it." If by some chance the employee had "pocketed the cash," then that employee's cash would have been short for the day as there is no way to void a money order transaction without having the actual money order in hand to send the [redacted] information electronically back to [redacted] ***The location's cash balanced for the dayWe are simply an agent for [redacted] ***Once we sell a money order, other than the transaction for the sale, we have no information regarding the actual money order itselfThis is why we instructed the Customer to contact [redacted] regarding the problemAfter receiving this complaint, we contacted [redacted] regarding the money order's statusWe were told that there was nothing wrong with the money order itselfThe money order was generated at 11:14am on November 12, in the amount of$ [redacted] (see attached daily report)The money order was given to the Customer along with the receiptAccording to [redacted] ***, the money was then cashed on November 17, A subsequent copy of the original money order was later submitted to be cashed on 11/28/This copy was in fact returned as fraudulentIn summary, Check City issued Ms [redacted] a good legal tender money order in the amount of$ [redacted] on November 12, This money order was in fact cashed on November 17, How Ms [redacted] rental office got possession of a fraudulent copy of the original is beyond usWe choose not to speculateAs stated in her complaint, Ms [redacted] was her receipt for the money order purchaseUsing the information on the receipt, Ms [redacted] may contact [redacted] and request a copy of the original cashed money orderThis may shed some light on her problemRegional Manager Check City

Tonya K [redacted] Resolutions Coordinator N University Ave Provo, UT December 15, [redacted] Reverence: RevDex.com ID [redacted] Dear Mr***, We are responding to your complaint filed with the Revdex.comWe appreciate the opportunity to address your concernUpon receipt of the complaint, it was forwarded to MrMatthew P***, Collections Manager for review and responseThis letter will serve as Check City’s response Our Collection Department has been attempting to contact you for the remaining balance due on your account but have been unsuccessfulOur records indicate we have placed outbound calls for approximately two months but unfortunately have not been able to speak with you directly Check City is dedicated to treating its customers with respect and fairness during the collection processIt is Check City’s policy to follow the Fair Debt Collection Practices Act (FDCPA) If you have any additional questions on our account or if you would like to get the account balance resolved please contact one of our Check City representatives toll free at ###-###-#### Should you have any additional questions or concerns please contact me at ###-###-#### at your convenience Sincerely, Tonya K***

I contacted Mr*** today at 1:PM 12/28/at ###-###-####. He was understanding that we didn't respond sooner due to the holiday season. Upon speaking with him we uncovered his concern. We had a miscommunication and despite conducting his transaction the way he had originally
requested; we didn't properly communicate to him how we were going to go about doing this. He was appreciative of the call. I asked him if his account was as it should be and he said, "Yes." I also asked him if he had incurred an bank fees or additional fees resulting from his transaction and he said, "No." I explained to him our desire to make sure we are providing exceptional service that meets and exceeds his needs. I also conveyed to him that should anything ever happen in the future where we are at fault we will always make things right. I then apologized for the miscommunication and told him that we would be happy to waive the fees on his next loan to smooth things over. He was gracious and kind over the phone and appreciated the call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Ms***: We are responding to your complaint filed with the Revdex.com on February 23, We appreciate the opportunity to address your concernUpon receipt of the complaint, it was forwarded to MsJennifer K***, Compliance Officer for Checkcity.com, for
review and responseThis letter will serve as Checkcity.com’s response In your complaint filed with the Revdex.com you stated the following: I am a returning customer of Check City loansUpon paying off a previous loan, I began receiving emails promoting a $prepaid Visa card upon acquiring a new loanThe terms were to have the loan out for a minimum of days and a minimum loan amount of $I requested a new loan of $on 12/6/16, which was paid off 2/17/17, alter several extensionsThis met all the requirements of the offerWhen I inquired about the card after the final payment, I was told a promo code was not enteredI did enter the promo code as directed in the promotional email upon applying for the new loanI was asked to provide proof of income and bank statements at the timeI am not sure what happened to the promo code I originally entered but was told by customer service that no code had been entered at the time of the loanI ended up paying $1,in finance charges for the duration of the loanIt is bad custom service and appears to be deceptive advertising to not honor the $card, especially then the company made over $from me According to our records, you applied for and entered into a Deferred Deposit Transaction Agreement online with CCO Texas, Inc., dba Checkcity.com on 12/6/ In the email advertisement you received it had a “promo code” that was required in order to take advantage of the $Visa gift card promotionThe promo code was not entered into our website when you applied for the loanAs such the Visa gift card was never mailed. Checkcity.com will honor the advertisement, despite not receiving the promotion code, and mail you a $Visa gift cardYou should receive the gift card in the next 5-business days We apologize for the confusion and frustration you experienced when not promptly receiving the Visa gift cardWe are sorry for the less than helpful answers you received from our customer service representative. We have spoken with our online General Manager about your complaint. We plan on providing additional training to our customer service representative so they will know how to better answer questions regarding our marketing promotions. You are a valued customer and we appreciate your business! It is our hope that you will continue to do business with us Should you have any additional questions or concerns please contact me at (801) 371-at your convenience Sincerely, Jennifer K*** Compliance Officer

Pro",sans-serif"> Reference:
Revdex.com Complaint # ***
Dear Ms***:
We are responding to your complaint filed
with the Revdex.com on 02/22/ We appreciate the opportunity to address your
concernUpon receipt of the complaint, it was forwarded to MsEryn T***,
District Manager for review and responseThis letter will serve as Check
City’s response to your complaint
In your complaint filed with the RevDex.com you expressed dissatisfaction with the service you received at
Check CityYou further expressed frustration with the $telephone
convenience fee and the information that was communicated to you, by our store
employee, over the phone. Lastly you
were upset that the check for $541.14, the security interest in your loan, was
deposited resulting in overdraft fees from your bank
After reviewing the complaint it appears
you were under the impression that the loan balance of $would be processed
that night and not the check on file of $541.61. We apologize for the miscommunication and
would like to take this opportunity to explain the process and hopefully clear
up any confusion
When a customer enters into a loan
agreement with Check City they provide us with a check, which is held as a
security interest in their loanWhen the loan comes due the check is processed
and deposited as set forth in the “Promise to Pay” section of the loan
agreement If a customer decides to pay
down the principal amount of their loan before the due date they are welcome
and encouraged to do so thus lowering the principal amount of the loan and
feesGenerally if the customer makes a prepayment they will come into the
store location to make the prepayment and then replace the check on file with a
new check reflecting the updated balance due.
By replacing the check on file the customer will ensure the correct loan
amount is being deposited. If a customer
decides to make a payment over the phone and/or online they still need to visit
a store location to replace the check or the check on file will be deposited.
In your situation, a telephone prepayment
of $was made towards your loan balance.
The check connected to your loan file was for $541.41. Since the check on file was not replaced with
a new check for $241.51, we deposited the check for $In overpayment
situations, such as these, our managers will contact our customer to inform
them of the overpayment and make arrangements to get them their refund
The day after your loan was deposited our
manager alerted you to the refund due on your account and attempted to resolve
the situation. In the interest of providing superior customer
service we have issued cash payment to cover the three bank overdraft fees in
addition to your refundThe fees have been paid out and we consider this
matter resolved.
Check City is dedicated to treating its
customers with respect and fairnessShould you have any additional questions
or concerns please contact me at ###-###-#### at your convenience
Sincerely,
Tonya K***

August, 26, 2016 Statement of Rhonda T*** On August 26, customer sent her boyfriend, *** *** to the store to pay off loanHe came thru the drive thru and asked me how much the customer owedI asked him for her name as she was not in the car with himAfter he gave
me her name, I went to the computer station to look her up, but I couldn't find her, so I went back to the drive thru to ask him for her social security numberI waited as he was on the phone with her, he threw his arms up in the air and then drove off; he never gave me the social security numberA few days later the customer called back cursing at me about her check being deposited, I told her he never gave me the social security number so I couldn't locate her loan in the systemAt this time her loan was now listed as a debt so I advised her to speak with collections and gave her the collections office telephone number. All of the check for August 26, were deposited in Cashwise after closing, but the checks were deposited the following morning at 9:36am, at *** ***The deposit wasn't credited until 8/29/16 with Kerry at *** ***. August 31, 2016 Statement of Kristin P*** Customer called in and was very upsetShe stated that she came into the store to pay off her loan on 8/26/(the due date) and she spoke to Teller who was a (curse word)She stated that Teller could not find her account and would not accept her payment stating that "she couldn't accept a payment for an account she couldn't find"That night the collateral check was depositedCustomer stated that when the check went to the bank it caused her account to go into the negative and the bank charged her $I explained the process to her and she stated that she didn't careI asked her what she did with the money she had when she went to the store to make the payment and she stated that she had other bills to pay and spent itI told her as of this moment she didn't have a debt with us, but that's not to say in a couple of days that the check would return unpaidI explained that if that happens then her account would come to our department and she would be assigned a collector who would call her and make payment arrangementsShe stated that we shouldn't be holding her money like that and I explained that we are not holding anything that we deposited the check, per the contract that she signedShe stated that she would go to the bank, get her account in the positive by paying the $return check fee and then close the account and we would never get our (curse word) moneyShe then demanded to speak with Jim I gave him the message and let him know what was going on I also spoke to Teller from Rwho stated that she never came into the store but sent her husband/boyfriend who didn't have all of her information and that is why she was unable to locate her account. During this conversation, I had to several times ask her to please stop screaming and cursing at me, that I was trying to help her in this situation. September 1, 2016 Statement of Alexander Customer stated that she just left the store; then quickly changed her statement to "my husband" just left the store and they wouldn't let her pay and she tried to pay and Teller stated that she couldn't pay and gave her this number to call to set up payment arrangementsShe stated that she was not going to set up any (curse word) arrangements that she was going to call the Revdex.com and she was done with Check City and don't call her any more. During this conversation Alexander asked her to please not curse at him as he was just trying to help her set up payment arrangements. Differences between what actually happened and customer's complaint: Customer has stated that she came to the store with her husband on August 26, and she spoke to TellerCustomer also makes this claim in her complaint; however Customer did not go to the store in person, nor did she ever speak to Teller on this dateCustomer's boyfriend was present in his vehicle in the drive-thru, no other person was in the vehicle. Customer's boyfriend provided Teller with the spelling of Customer's name, however it was spelled incorrectly and Teller was unable to locate the account with the spelling provided, so Teller asked for Customer's social security number to try to locate the accountCustomer's boyfriend was on his cell phone requesting this information; however Customer would not provide her boyfriend with the informationWithout this information Teller was unable to find the account and accept the paymentCustomer's boyfriend then drove off. At closing time, the collateral check that was written for the loan was deposited into our account, as per the contract that was signed by Customer on July 5, 2016. On August 31, Customer called the Regional Office and spoke with Kristin (see statement). Five days after the initial incident and when the check did not clear. Customer quotes in her complaint a segment of the contract that she signed "In the contract it stated that if the funds are not paid by the closing of the business day stated on the then they are able to try and receive the funds from the account on file" This is exactly what we did; the account was NOT pa id by the end of the business day on August 26, 2016, so the collateral check that was left with Check City on the day the contract was signed was deposited at the end of the business day. Customer states in her complaint that we "accessed her account before the end of the business day" All deposits are made through our Cashwise system at the end of the business dayThe checks entered the *** *** system at 9:36am on the following day August 27, and were not credited to our account until August 29, 2016. On September 1, 2016, "1•Notice of Default) letter was auto generated and mailed to CustomerAlexander was assigned the account and he called the telephone numbers listed in Cashwise (804-323-7074) - left a message with a gentleman who stated he would give Customer the message that he called and *** - left a voice mail to return callApproximately one hour later Ms *** called into the Regional Office and spoke with Alexander (see statement). Customer states in her complaint that she called Teller; however, there is not a specific date listed and it can only be assumed it was after the incident as she states "I began to refresh her memory about the transaction that took place on Friday". Customer states in her complaint under the section marked "Desired Settlement" that she is willing to make a payment in full; however when she spoke to Alexander on September 1, 2016, she was not going to make payment arrangements that she was done with Check City. In conclusion -Although Teller could not locate Customer's account on August 26, 2016, due to Customer's boyfriend inability to provide sufficient information; the money that was available on that date should have been deposited into the checking account of the collateral check that was used This action would have ensured that check could have cleared the bankI personally asked Customer's did she deposit the money that she had to pay the loan off and she stated that she had other bills to pay and she spent it

In response to Revdex.com complaint # [redacted] filled by [redacted]
regarding her Payday Loan that originated at the Check City Provo Location on 8/21/
",sans-serif>As per the terms and agreements laid out in our loan agreement
Ms[redacted] may request an extension on her loan on the due date indicated
within the disclosure or the loan will be deposited on the indicated due
date. On 9/18/her loan was due and Ms[redacted] called the day after
on 9/19/requesting a courtesy hold. We obliged and held Ms[redacted]
loan without payment until 9/21/as per request. After which she did
not contact us again and we deposited her check held as collateral on her loan
on 9/22/
On 9/25/her check returned due to insufficient funds and
was moved to our internal collections department. We attempted to contact
Ms[redacted] many times and setup payment arrangements with her which twice she
agreed to; but did not fulfill. We then attempted to collect funds via
her bank account as she authorized and agreed to in our loan agreementWhich
funds we were able to collect on 10/5/2015. Ms[redacted] continues to have
a remaining balance of $[redacted] which is a $** collections fee and $[redacted] of
accrued interest as outlined and agreed to in the loan agreement she signed
Ms[redacted] frustrations originated when she did not communicate
with us her desires and intentions when the loan originally was deposited and
moved to collections Should you have any further questions or concerns, please do not hesitate to call at ###-###-####

Dear Revdex.com, The money order in question was purchased at our [redacted] location. Our money orders are stored in an electronic vault. When a Customer request a money order, the information is entered into our software controlled registers and once payment is received,...

the money order(s) are printed and dispersed along with a receipt and given to the Customer. At no point during the transaction does the employee have access to a blank money order, nor the ability to put "no value on it." If by some chance the employee had "pocketed the cash," then that employee's cash would have been short for the day as there is no way to void a money order transaction without having the actual money order in hand to send the [redacted] information electronically back to [redacted]. The location's cash balanced for the day. We are simply an agent for [redacted]. Once we sell a money order, other than the transaction for the sale, we have no information regarding the actual money order itself. This is why we instructed the Customer to contact [redacted] regarding the problem. After receiving this complaint, we contacted [redacted] regarding the money order's status. We were told that there was nothing wrong with the money order itself. The money order was generated at 11:14am on November 12, 2016 in the amount of$[redacted] (see attached daily report). The money order was given to the Customer along with the receipt. According to [redacted], the money was then cashed on November 17, 2016. A subsequent copy of the original money order was later submitted to be cashed on 11/28/2016. This copy was in fact returned as fraudulent. In summary, Check City issued Ms. [redacted] a good legal tender money order in the amount of$[redacted] on November 12, 2016. This money order was in fact cashed on November 17, 2016. How Ms. [redacted] rental office got possession of a fraudulent copy of the original is beyond us. We choose not to speculate. As stated in her complaint, Ms. [redacted] was her receipt for the money order purchase. Using the information on the receipt, Ms. [redacted] may contact [redacted] and request a copy of the original cashed money order. This may shed some light on her problem. Regional Manager Check City

Hi, [redacted]. We have researched this matter and sincerely apologize for the misunderstanding. After you completed the amendment form online the Loan Department was waiting on supporting documentation such as a bank statement or voided check to verify you were the owner of the account. The email you...

received from Check City with the replace collateral amendment was simply a copy of the form you submitted and was not a confirmation that the collateral had been replaced.   We understand you were not informed that further documentation was needed, and we apologize for our mistake. We have waived the return fees for the two loans totaling $50. In addition, we will reimburse the $34 overdraft fee this caused. To take care of that we ask that you send your bank statement showing this fee to [email protected]. You may also fax that to 866-430-8030. We will let you know once we have received that and issued the reimbursement.   Let us know if we can be of any further assistance.   Thank you,   Brittany CheckCity.com PO Box 970028 Orem, Utah 84097

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks so much for the immediate response, detailed explanation and steps in preventing a similar situation in the future. I can assure you the code was entered. I clearly remember making sure the alpha characters were capitalized exactly as they were in the email. Where it went neither of us seem to know.I am very pleased with this resolution and customer care provided in their response.Sincerely,
[redacted]

Jennifer K[redacted] Compliance Officer CCO Utah, Inc. dba Checkcity.com2474 North University Ave., Provo, Utah 84604July 22, 2016 [redacted]                 Reference:...

Revdex.com ID: [redacted] Dear Ms. [redacted]:  We are responding to your complaint filed with the Revdex.com on July 12, 2016. We appreciate the opportunity to address your concern. Upon receipt of the complaint, it was forwarded to Ms. Jennifer K[redacted], Compliance Officer for Checkcity.com, for review and response. This letter will serve as Checkcity.com’s response.  In your complaint filed with the Revdex.com you stated the following:  I was sent an email advertising a $50.00 Visa gift card for obtaining a loan during a specific time frame. I did the loan and never received the card. I have emailed multiple times since 4/8 (advertisement said card would be mailed within 1 week of loan) and have only received sporadic responses. Some stating 4-6 weeks, others are stating 8 weeks to arrive. The last response I received was on June 17th when they said the card was mailed that day. I live in California and here it is almost a month later and no card. I have sent 3 follow up emails with no response. I do believe I've been scammed and don't appreciate it. According to our records you applied for and entered into a Deferred Deposit Transaction Agreement online with CCO California, Inc., dba Checkcity.com on 04/18/2016.  In the email advertisement you received it had a “promo code” that was required in order to take advantage of the $50 Visa gift card promotion. The promo code was not entered into our website when you applied for the loan. As such the Visa gift card was never mailed.   Our records indicate Checkcity.com has honored the advertisements, despite not receiving the promotion code, and mailed you a $50 Visa gift card which you received earlier this month.   We apologize for the confusion and frustration you experienced when not promptly receiving the Visa gift card. We are sorry for the less than helpful answers you received from our customer service representatives.  We have spoken with our online General Manager about your complaint.  We plan on providing additional training to our customer service representative so they will know how to better answer questions regarding our marketing promotions.   You are a valued customer and we appreciate your business! It is our hope that you will continue to do business with us.  Should you have any additional questions or concerns please contact me at ###-###-#### at your convenience.  Sincerely,    Jennifer K[redacted]

Dear Revdex.com, The money order in question was purchased at our [redacted] location. Our money orders are stored in an electronic vault. When a Customer request a money order,...

the information is entered into our software controlled registers and once payment is received, the money order(s) are printed and dispersed along with a receipt and given to the Customer. At no point during the transaction does the employee have access to a blank money order, nor the ability to put "no value on it." If by some chance the employee had "pocketed the cash," then that employee's cash would have been short for the day as there is no way to void a money order transaction without having the actual money order in hand to send the [redacted] information electronically back to [redacted]. The location's cash balanced for the day. We are simply an agent for [redacted]. Once we sell a money order, other than the transaction for the sale, we have no information regarding the actual money order itself. This is why we instructed the Customer to contact [redacted] regarding the problem. After receiving this complaint, we contacted [redacted] regarding the money order's status. We were told that there was nothing wrong with the money order itself. The money order was generated at 11:14am on November 12, 2016 in the amount of$[redacted] (see attached daily report). The money order was given to the Customer along with the receipt. According to [redacted], the money was then cashed on November 17, 2016. A subsequent copy of the original money order was later submitted to be cashed on 11/28/2016. This copy was in fact returned as fraudulent. In summary, Check City issued Ms. [redacted] a good legal tender money order in the amount of$[redacted] on November 12, 2016. This money order was in fact cashed on November 17, 2016. How Ms. [redacted] rental office got possession of a fraudulent copy of the original is beyond us. We choose not to speculate. As stated in her complaint, Ms. [redacted] was her receipt for the money order purchase. Using the information on the receipt, Ms. [redacted] may contact [redacted] and request a copy of the original cashed money order. This may shed some light on her problem. Regional Manager Check City

Tonya
K[redacted]
Resolutions
Coordinator
2474
N University Ave.
Provo,
UT 84604
December
15, 2015
[redacted]
                Reverence: Better...

Business
Bureau ID [redacted]
Dear
Mr. [redacted],
We
are responding to your complaint filed with the Revdex.com. We
appreciate the opportunity to address your concern. Upon receipt of the complaint,
it was forwarded to Mr. Matthew P[redacted], Collections Manager for review and
response. This letter will serve as Check City’s response.
Our
Collection Department has been attempting to contact you for the remaining balance
due on your account but have been unsuccessful. Our records indicate we have
placed outbound calls for approximately two months but unfortunately have not
been able to speak with you directly.
Check
City is dedicated to treating its customers with respect and fairness during the
collection process. It is Check City’s policy to follow the Fair Debt
Collection Practices Act (FDCPA).  
If
you have any additional questions on our account or if you would like to get the
account balance resolved please contact one of our Check City representatives
toll free at ###-###-####.
Should
you have any additional questions or concerns please contact me at ###-###-#### at your convenience.
Sincerely,
Tonya
K[redacted]