Consumer complaint received 2023-08-29
Company: TMX Finance LLC
State: GA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Pawn loan
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
Monday, XX/XX/XXXX, I applied for a loan with XXXX XXXX XXXX to pay off the Title Max title pawn principal loan amount of {$4500.00} as I borrowed {$4000.00} with an additional lien filing fee of {$18.00} against my XXXX XXXX XXXX. This Title Max of Georgia store is located at XXXX XXXX XXXX, XXXX, Georgia XXXX. 

The prospective lender, XXXX XXXX XXXX, representative, XXXX, called me to ask if he had the correct vin number for the truck. I provided it again. He ( XXXX ) called back Wednesday, XX/XX/XXXX, and said there was no lien in the system for the truck. XXXX XXXX XXXX is unable to process my loan application without the lien being in the system. 

I called Title Max on Wednesday, XX/XX/XXXX, and XXXX answered the phone. I explained that I was in the process of obtaining a new loan to pay off Title Max before the end of the month. I further stated that the potential new lender is unable to find the lien against the truck in the system and that lien is needed to process my loan application. XXXX stated that XXXX would know the status of the lien and was out of the office but returning on Thursday, XX/XX/XXXX. XXXX stated that she will call me once she has an answer. 

I went in person to the Title Max at XXXX XXXX  XXXX in XXXX, GA in the afternoon on Thursday, XX/XX/XXXX. XXXX was sitting at her desk available. XXXX had a customer had her desk. I asked XXXX if she found out the status of the lien against the truck. XXXX stated that their office was busy, and she ( XXXX ) will get with XXXX. and call me with an answer. XXXX asked what type of pay-off did the potential lender want? I answered that I did not know. She asked for a contact. I gave her XXXX at ( XXXX ) XXXX. She said she would call me once she has an answer. 

I returned to the office in person Saturday, XX/XX/XXXX. XXXX stated that she still did not know about the lien/title status. She said maybe a vin number was input incorrectly and the lien was assigned to another Title Max location. She said she called XXXX, but he has not returned her call. I iterated that I want to proceed with the loan process to pay off their offices before end of month XXXX. She said again that she would call. 

Monday morning XX/XX/XXXX, XXXX called around XXXX XXXX  and told me he spoke with XXXX. He said that XXXX told him that when the loan was issued by Title Max, they ( Title Max ) did not get my husband 's permission and or signature on the loan paperwork. This pawn loan was done in XX/XX/XXXX. Title Max never ever called to this date XX/XX/XXXX, to say that my husband 's permission/signature was needed on the pawn loan. I always received the monthly call and text informing that the loan renewal fee was due. Nothing else. 

No one from Title Max ever called or returned my inquiry as XXXX had stated she would. I drafted and sent a certified letter to Title Max XX/XX/XXXX, copying XXXX XXXX, the owner and CEO as well as the Georgia State Attorney General. I have called law offices and countless agencies to get advice. 

My resolution : Title Max file the lien so I may obtain a loan to pay off the principal amount of {$4500.00}. To date they have received {$4600.00} in fees. I am trying to pay this off and need the lien filed. I need assistance please.

Company response to consumer: Closed with explanation