Consumer complaint received 2026-01-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Cash Express, LLC
State: TN

Complaint narrative:
I am submitting this complaint regarding Cash Express LLC for misleading and coercive debt collection practices related to Deferred Presentment ( payday ) loans and a Flex Loan. 
I am a XXXX veteran with XXXX resulting from XXXX XXXX XXXX and receive ongoing medical care through the XXXX XXXXXXXX XXXX. I have consistently made good-faith efforts to meet my financial obligations. I experienced significant hardship when my pickup truck unexpectedly broke down, I lacked the funds to repair it, and I was required to obtain a separate car loan in order to continue attending VA medical appointments. This period of financial strain caused me to miss XXXX or XXXX payments, but otherwise I have a long history of paying what I owed. 
I have an extensive payment history with Cash Express, including multiple payments over time and a Deferred Presentment loan that I previously paid in full for {$470.00}, after which that loan was closed. On multiple occasions, I lawfully rewrote a new Deferred Presentment loan only after fully closing the prior one.

Cash Express structures its Deferred Presentment loans by disbursing funds using XXXX checks for a single loan, even though the loan is paid and closed with XXXX lump-sum payment. When I repay the loan, I provide the entire payoff amount in cash, and the obligation is extinguished. When a new loan is rewritten, I electronically sign for new checks associated with the new loan. 
On multiple occasions, when I informed store staff that I did not have additional funds available to make payments on the Flex Loan, I was advised to rewrite a Deferred Presentment loan and use a portion of those new loan proceeds to make Flex Loan payments. This practice contributed to payment complexity and demonstrates that the lender was aware of my financial limitations while continuing to extend credit. 
Despite this representing XXXX loan obligation, Cash Express sent me XXXX identical red letters threatening legal action within XXXX days. XXXX of these letters were sent simultaneously and were tied to a single Deferred Presentment loan, based solely on the existence of XXXX checks. These letters treated each check as if it were a separate debt, creating the misleading impression that I owed multiple debts and that multiple lawsuits were imminent. 
At the same time, store management acknowledged my financial hardship, accepted payments, and advised resolving XXXX loan first and discussing the other later. The lawsuit threats were inconsistent with these discussions and were not accompanied by any attorney contact, court information, or filed legal action. 
I believe Cash Express is improperly treating security instruments ( checks ) as separate debts, issuing duplicative and misleading collection notices, and using artificial urgency to pressure payment, particularly against a financially strained, XXXX veteran acting in good faith. I have requested written validation, payment receipts, and accurate accounting for all loans through their compliance department. 
I respectfully request that the CFPB review Cash Express LLCs collection and lending practices.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation