Consumer complaint received 03/19/2018 about Money transfer, virtual currency, or money service (Check cashing service) with Moneytree Inc (NV).
Issue: Problem with customer service

Complaint: There is an outstanding balance of {$370.00} that is still showing as owed on my account record with Moneytree Inc. The debt was a result of Identity Theft that took place in XXXX XXXX, XXXX  on XX/XX/XXXX, where my state identification and other personal information was fraudulently used at a Moneytree location to cash a check. Moneytree cashed the check and the check ended up being returned as unpaid. The amount of the check and a returned fee resulted in the debt for {$370.00}. 

On XX/XX/XXXX, my parents and I moved from XXXX XXXX, XXXX and traveled to the state of XXXX   where we permanently relocated until XX/XX/XXXX. I was residing in XXXX XXXX, XXXX when my identity and personal information was fraudulently used to cash a check at a Moneytree store in XXXX XXXX, XXXX on XX/XX/XXXX. On the day my parents and I left XXXX XXXX, XXXX traveling to XXXX, I accidentally left my backpack that contained my wallet, identification, social security card, bank card, wireless cell phone, etc., in the backyard of my grandmothers home where my parents and I had temporarily stayed prior to moving to XXXX. By the time I realized I left my backpack in my grandmother 's backyard, we had already traveled out too far to turn around. When I was able to contact my grandmother to tell her about it, she searched her backyard and told me my backpack was gone. There were many people at my grandmother 's residence on the day my parents and I moved. My grandmother had been renting out the guest house located in her backyard to some people and they also had guests over the day my parents and I moved. Clearly the Identity Theft was committed by whoever found my backpack. 

When I arrived at our new residence in XXXX XXXX, XXXX, I contacted the XXXX XXXX XXXX   XXXX XXXX and filed a report for my stolen identification. I completed an Identity Theft Affidavit, filed a complaint with the FTC, placed fraud alerts on my credit reports, etc. I was not able to file a police report because the incident involving my stolen backpack did not take place in the state of XXXX, therefore it was out of their jurisdiction. My grandmother, XXXX XXXX, contacted me and informed me that someone was using my identity and personal information to try and cash checks that were in her name and her signature was being forged on the checks. She had been waiting on a new box of checks to come in the mail from her financial institution that she never received. She later learned the box of checks had been stolen from her mailbox. 

When I moved back to XXXX XXXX, XXXX in XX/XX/XXXX, I went to great lengths to try and repair all the damage that was caused from Identity Theft while I lived in XXXX 5 years. When I contacted Moneytree regarding this matter and explained everything to them, they informed me they couldn't clear the debt on my record because I didn't file a police report. I tried explaining to them that I couldn't file a police report for the incident because I resided in the state of XXXX  for 5 years. The incident was out of their jurisdiction. Since Moneytree would not work with me, I ended up going into a store location on XX/XX/XXXX and paid the debt of {$370.00} in full. So you could imagine how frustrated I am to see that the {$370.00} debt has still not been removed from my record. I faxed a copy of the receipt I was provided for the payment to Moneytree on XX/XX/XXXX and also emailed a copy of the receipt on XX/XX/XXXX. I never heard anything back. I faxed and emailed a copy of the receipt again on XX/XX/XXXX and I received an automated response to my email on XX/XX/XXXX that said someone would be contacting me no later than XXXX on XX/XX/XXXX. Nobody ever contacted me. Everytime I try to call Moneytree regarding this matter, I have to explain the whole thing all over again just to be told my call is being transferred. The matter is still not resolved! 
resolved!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation