Consumer complaint received 2020-04-27
Company: Roseberry Inc.
State: AL
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Can't contact lender or servicer

Complaint:
On XX/XX/2020, Approx. XXXX XXXX., 15 minutes before the XXXX XXXX  XXXX XXXX closing, I called and spoke to XXXX XXXX to advise her I was on my way to renew my pay day loan. I had spoke to her the day before with regard to this. XXXX tells me she has no cash at the store and is unsure if she can help me. After I tell her I really need the money, she agrees for me to come in and states she will " figure it out. '' In the past, if no cash is available, they issue me a check to cash at XXXX XXXX XXXX XXXX, XXXX XXXX. 

When I arrive a couple minutes later, XXXX appears to be flustered and tells me she's had a difficult day. She tells me, " I will go ahead and tell you I know you're good. '' To which she starts telling me her neighbor, XXXX, asked XXXX if she could find and sell her pain pills. XXXX stated, she did so. However, the neighbor was now harassing XXXX to find more. XXXX stated to me that the neighbor was now consistently calling her personal cell phone and the Title Cash business phone number in an attempt to have XXXX sell her more pills. XXXX tells me the neighbor then came into the business that day and " threw her purse down '' and threatened to " kick XXXX 's XXXX. '' XXXX tells the neighbor to leave before she calls the cops, to which the neighbor replied, " call the cops, I will tell them what you're selling. '' XXXX, then tells me I could stay at Title cash while she goes to XXXX  XXXX to cash a check she just printed for me or I could meet her at the bank. I chose the latter. Ms. XXXX also exhibited odd behavior or appeared to be high for a lack of a better term. I am concerned at this point because usually when the store has no cash available the Title Cash store prints ME a check to cash at their bank, XXXX  XXXX. XXXX is also stating XXXX, the Store Manager would not approve of the way she was doing my pay day loan. XXXX XXXX had her keys in her hand and starts to leave for the bank, so I leave to go to the bank ( 1-2 miles away. ) However, my husband and I sit there for 25-30 minutes in the parking lot and eventually go back to Title Cash because she never shows, only to pass her. ( Added details to explain oddness of transaction ) In the parking lot of the bank, Ms. XXXX XXXX a distance from my car to walk over and counts 5, 100 dollar bills in my hand stating, " She wouldn't have done this for anyone. '' But, she has a few extra 100 's in her hand that she is dropping all over the parking lot, several times before getting into her own car finally. This is concerning to me because the way it was handled was not normal and made me question if she did my pay day loan correctly. Her behavior does not help the matter either. She made me highly uncomfortable. 

Monday, XX/XX/XXXX, I send a request via online requesting to speak to XXXX XXXX, Title Cash store manager at the XXXX location to make a complaint. 

Wednesday XX/XX/XXXX, I call to speak to XXXX XXXX, XXXX XXXX answers the phone. I am told she is not there. I ask to speak to a Manager/Supervisor. She hands the phone to XXXX XXXX. XXXX tells me she is not a Manager/Supervisor and states there is not one for me to talk too. I ask if I can leave a number for one to call me. I am denied this too. I hang up and call the Title Cash store in XXXX in hopes to find a Manager/Supervisor. I do. I spoke to a XXXX and voiced my complaint and told her about the incident. Within one minute of being on the phone with XXXX, I noticed I received a callback from XXXX but can not switch over. I notice later on she has left a voicemail at some point to tell me she is indeed a supervisor. I'm a little confused by the switch in her original statement. 

Friday, XX/XX/XXXX I go into the XXXX Title Cash store to speak with XXXX at length. I am told at this time that XXXX XXXX is actually over XXXX and XXXX. To add to my confusion I get the impression XXXX is questioning my Character and is protecting XXXX XXXX. I don't understand this, as I have never had an opportunity to speak to XXXX about the situation. XXXX stated they had cameras at the XXXX location and that her and XXXX could view those. Additionally, she stated they could look into XXXX XXXX 's transaction at the bank and how she printed the cashed check, essentially looking at the way my entire pay day loan was done. However, XXXX wanted me to confront XXXX XXXX in front of her the following Wednesday when she worked with her to see how she would react. Stating she would know if she was lying. I wasn't comfortable doing this and found the tactic to be unprofessional. XXXX stated that her and XXXX would go to the regional manager. I also learn that XXXX XXXX closed with XXXX the day I came in and I came in 15 minutes before closing. 

Saturday, XX/XX/XXXX, I XXXX message XXXX XXXX, asking her to contact me about the incident that took place at her XXXX store. 

Friday XX/XX/XXXX, I make a complaint to the XXXX because I haven't been contacted by anyone from Title Cash and I am to come in every month to pay on my pay day loan. I am concerned of their business practices. 

Monday, XX/XX/XXXX, I receive a message from XXXX XXXX stating XXXX XXXX is over 8 stores and that a Regional Supervisor, XXXX XXXX, was going to call me. I do not receive this message in time and miss his call not expecting it. However, he leaves a voicemail with no return number. XXXX states she will have him call me the next day. I never hear from him again. 

Thursday XX/XX/XXXX, I message XXXX to let her know XXXX XXXX hasn't called. She apologizes but states she is not working and doesn't have a hand in the matter ( opposite of what I'd been told. ) XXXX she will send our recent messages to him ( voicing my concerns ). 

I'm at a loss here. I've never known anything to be handled this way, but especially these circumstances. I am concerned about conducting any business here anymore and I have voiced this to them. I have asked if I could pay at a neutral office with a credit card over the phone {$100.00} a month until the loan was paid off. 

I am not sure who else to contact as I am frustrated with this company. Everyone I've contacted doesn't seem concerned. I am concerned about the safety of my information as well as others. If your department has any suggestions I would appreciate any and all feedback regarding this situation.

Company response to consumer: Closed with explanation