Consumer complaint received 2024-04-26 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: CCF Intermediate Holdings LLC
State: CA

Complaint narrative:
I've been a customer for Speedy Cash for years and I've never had as many issues as I've had over the past few months, specifically with the XXXX XXXX location. I visit several locations in between XXXX XXXX and XXXX XXXX and occasionally I travel to XXXX XXXX for work. In my last visits I have noticed several discrepancies in between locations. The most alarming is that a few months ago apparently this company " switched " their options to OPT in to reminder calls. It is a " requirement '' when I go into a location in XXXX XXXX but when I go to another location, I am able to request no call reminders. I've asked employees why I'm able to request no calls at other locations but when in this location it's a requirement, employees seem scared to answer but always refer back to this is what their " director '' has instructed them to do. Just like any other customer I do request extensions or the following day after my payday to be able to walk my payment in which has never been an issue before. I've had up to 7 days and I've always been able to get an extra day after my payday to prevent them from automatically taking payments from my account. A few months ago, I was informed that no extensions were allowed nor a courtesy day to make payment. Payments are due on due date regardless of any issues you may be having with your bank or finances. The funny thing is that when I called their online department, they are more than happy to provide me with an extension, as well as when I have called other location that are not located in XXXX XXXX XXXX. I asked the online department why I'm unable to request extensions in store at XXXX XXXX or XXXX XXXX and they informed me they have no idea why I would be denied this since it's available company wide. I also called one of my locations in XXXX XXXX and they informed me they weren't sure why but that unfortunately they were under different directors and that could be the issue. I contacted the XXXX XXXX XXXX & XXXX XXXX and requested information on why these " policies '' of no extensions are only applicable to XXXX XXXX only and not any other Speedy Cash locations and both times I was told this was a DirectoXXXX policy and not a company policy. I asked how I can get a hold of this Director and I was informed I wasn't able to get a direct number, but I was provided her name XXXX XXXX. Is this Director an investor for Speedy Cash that's allowed to make up her own " policies ''. I feel bad for all employees working for these locations you can definitely tell that they aren't comfortable in implementing " policies '' that aren't really companywide but need a job and must follow what is being told. I would like for someone to look into the business practices of this " Director '' and let her know she can't make up her own rules and must follow company policies across the board. I know I'm not the only customer who is being a victim of an employee who acts above their payrate.

Company response to consumer: Closed with explanation