December 17, 2014Complaint ID ***We have received your correspondence regarding complaint ID ***from Value Pawn and Jewelry customer *** *** *** regarding his transactionswith Value Pawn and Jewelry #*** located at *** *** *** ***, Palm Bay,Florida. According to his
Revdex.com Complaint:I purchased an used weed eater and step laddar that I was going to use in my house, also Ipurchased a product protection plan, this was on 12/7/14, the weedeater has twoholes on the gas tank that leaks and the machine wont start at all, I took itthe back to the store ( weedeater)and the store manager wont honor theprotection plan, he's argument is that the weedeater was sold As Is and theprotection plan only apply to the stepladdar.1- store manager never saidanything about protection plan only applies to stepladdar at the time of thepurchase2- store manager indicate ( today ) that the weedeater it was only soldfor parts, I wouldn't purchased it if that was the case3- how come the storesale items that are broke and also and an hazard for the consumer? Our records and accounts provided by team members reflectthat, on 12/7/2014, Mr*** purchased a gas weed eater that had been markeddown to $and was clearly marked with an “As Is” tag on the item. Additionally, the Assistant Store Manager forthis location processed the transaction and recalls being very clear with Mr.*** the item was marked down and that the store had been unable to start theweed eater. Mr*** remarked herepairs similar items regularly and would like to proceed with thepurchase. At the same time, Mr***additionally purchased a ladder, and was offered and agreed to purchase a ProductProtection Plan on the ladder (Product Protection Plans are not available and areprevented in our computer systems from being sold for “As Is” merchandise)On 12/9/Mr*** returned to Value Pawn and Jewelry#*** requesting a refund for the weed eater stating it was “broken.” The Assistant Store Manager then reiteratedMr*** had made an “As Is” purchase, and this was clearly indicated on theweed eater tag. Mr*** stated to theAssistant Store Manager the store should “test” their items, and our teammember explained the store does have a process for product evaluation andbecause this item had failed, it was marked down and sold “As Is”.Company policy on conspicuous display at the location statesall items must be returned for store credit within hours of purchase withouta Product Protection Plan. Mr***purchased a weed eater was sold “As Is.” However, because we highly value our customers, in this specificinstance we will make an exception to company policy and offer Mr*** storecredit for the purchase price of $upon return of the weed eater to ValuePawn & Jewelry #***.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, *** *** ** Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
December 4, 2014Re: Complaint ID ***We have received your correspondence regarding complaint ID *** as filed by *** *** in regards to her interactions with our EZPAWN #*** located at 1205-A Loop West, Conroe, Texas. According to Ms***’s complaint:This EZ Pawn has
poor customer serviceA year ago they sold my platinum wedding band at xmas timeAnd this year they lost or sold a tennis bracelett of mine with no explanationThey instructed me that there was nothing they could do to get the items backThe wedding band went with my main wedding band which I still haveMy husband and I spent over $3,for and will never be able to replace itI am sick about itWe also were paying on a shot-gun where a very rude clerk named "christopher" declined to sell back to me because I had answered a question incorrectlyHe eve threatened me NOT to give back my other jewelry I was paying to get outI contacted EZ-Pawn corporation and was told I would be contacted by a "***" who apparently is suppose to handle these kinds of issuesI would not recommend using EZ-Pawn stores.I would like to hear from a top manager from EZ Pawn corporation about this matterIt has been ignored now for too long!Thank you*** ***I have reviewed information in our IT Systems as well as spoken with the District Manager regarding Ms***’s complaint in order to get a better understanding of the circumstances for proper evaluation. Upon review of Ms***’s transactional data, I was able to determine she has transacted with the store on numerous occasions dating back for a few years, and the majority of the transactions are for the same set of items. Specifically referring to the wedding band Ms*** mentions, I can find no record of a pawn transaction under her name for a wedding band except a loan issued 12/and redeemed in 3/2012, but that band was not platinum. I discussed this item specifically with theDistrct Manager. He stated that Ms*** and another household member are regular customers of this location; in accordance with state law, transactions must be documented and executed specific to the person presenting the item and identification. The District Manager believes Ms*** mistakenly believed that, by paying on loans in her name, she was covering all loans in her household. Team members routinelycall and reminder customers of transactions and due dates, as well as speak to customers regarding all loans when they come in to do payments, redemptions, and extensions. Our team members do their best to assure all of our customers know and understand what property isdue when, and they believe they thoroughly explained this to Ms***. Ms*** has transacted with the store for several years; we believe she is familiar with how the pawn loan process works: without payment on loans the items used as collateral become property of the store. Specifically referring to the tennis bracelet Ms*** refers to as being “lost or stolen,” this item was part of a group of four jewelry items Msplaced into pawn on 9/24/2012. The items were not lost or stolen at any time. Payments were made on the loan through early 2014, but the loan fell behind and all items were placed into inventory on 3/18/2014. All four items have now sold.Although Ms*** loans dropped due to nonpayment, our EZPAWN #*** team members did attempt to locate like-kind merchandise as replacement for Ms*** if she would pay the balance due on her loans. Ms*** refused to make the loan payment; therefore no replacement items were given. In regards to Ms*** claim EZPAWN would not return item #010760300171, a shotgun, because she “answered a question incorrectly,” is not an accurate reflection of the weight of the “question” she is referring. The shotgun was placed into pawn loan on 10/21/2013. In March 2014, Ms*** returned to the EZPAWN store to redeem her firearm. The redemption of a pawned firearm is a “disposition” of a firearm under Federal Firearm Law, and ATF Form must be executed in connection with the redemption (See CFR and 478.125). As part ofthat process, and in compliance with the Brady Handgun Violence Prevention Act and Texas state law, all Federal Firearm Licensees (FFLs) must conduct a background check on all prospective transferees through the FBI’s Nation Instant Criminal Background Check System (NICS) as well as assure all answers the prospective owner has stated on ATF Form allow for firearm possession. As mandated, EZPAWN provided Ms*** with ATF Form 4473, prior to allowing a redemption/transfer of the firearm (as it must do with all its firearm customers). On each of the three attempts Ms*** made to complete ATF she provided answers that barred her from firearm possession. Pursuant to Federal and State law, EZPAWN was strictly prohibited from transferring the firearm to Ms*** once ATF Form was returned as denied. Ms***’scomplaint arises from this denial Although EZPAWN attempts to resolve all customer complaints in good faith, it would be in violation of federal law if it returned the firearm to Ms***. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards,Alexis RimesManager of Regulatory Compliance(512) 314-Direct Phone(512) 314-Fax [email protected]
Re: Complaint ID ***
Dear Ms***:
I have received your complaint regarding customer *** *** and his interactions with not only our team members, but construction workers at EZPAWN Store *** *** ** *** *** *** *** ** ***
***
Mr*** claims via his complaint with The Revdex.com that on numerous occasions at our EZPAWN store #*** construction workers stated the business was closed or closing early to accommodate construction.
After receiving Mr***’s letter, I asked the Regional Director of Operations (RDO) to reach out not only to the construction crew, but to team members at the store to assure everyone understands the store is open for business as usual during posted hours. At the same time, the RDO advised all relevant parties that EZCORP would determine any closures outside posted hours and that no one other than specific personnel are to communicate any such information to customers. Going forward, should it be necessary for the store to be closed temporarily or limit hours for any reason, the notice of operating hours change will be posted prominently so there is no confusion
I sincerely apologize for any inconvenience or frustration this may have caused Mr***
If you have any questions or would like further information, please do not hesitate to contact me directly
With Regards,
*** ***
*** ** *** ***
*** *** ***
*** ***
*** *** ***
*** *** *** ***
*** *** *** ***
***
February 16, 2015Re: Complaint ID ***We have received your correspondence regarding complaint ID ***from EZPAWN customer *** ** *** regarding her transactions with EZPAWN #***located at *** *** *** *** Indiana.Upon receipt of Ms***’s complaint, I
reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area to better understand the situation. According to our records, on06/23/Ms*** obtained a loan for $on DVDs. Ms*** paid extensions for severalmonths, and paid the loan in full on 1/30/2015. On 06/30/she obtained a separate loan for DVD’s for $100.00;this loan was paid in full on 01/21/2015. At the time Ms*** paid her06/30/loan in full on 01/21/2015, one of our Team Members counted everyDVD from the container and Ms*** was satisfied her DVDs were returned. Ms***’s son then carried the containerof DVDs out of the locationOn 01/30/2015, Ms*** returned to EZPAWN#*** to redeem the loan originated 06/23/for DVDs. EZPAWN Team Members located one container,and the Store Manger returned to the warehouse to retrieve a second box as ourStore Manager had executed the original loan herself and remembered there weretwo containers of DVDs. Team Members then loaded both containers ofDVDs into a cart and assisted Ms*** to her car. Several days later Ms***contacted EZPAWN #*** Store Manager and stated DVDs were missing from herloan redemptions. Our Store Managerassured Ms*** all items were returned, but stated she would look throughthe warehouse to be certain. Our StoreManager called Ms*** back and let her know there was no other box of DVDslocated, and that we would review the surveillance footage from the redemptionsto assure nothing was inadvertently left behind. Upon review of the video footage, it wasclear all DVDs were returned to the customer. Ms*** is a long-time customer of EZPAWN #*** and isappreciated and respected as such. Although we believe all DVDs were returned to Ms***, we certainlyunderstand her frustration and want to provide excellent customer service. Therefore, the District Manager for this areahas made contact with Ms*** and offered her to select DVDs from EZPAWN#***’s inventory at her leisure as like-kind replacement.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@ezcorp.com
October 30,
Complaint ID ***
We have received your correspondence regarding complaint ID ***
as filed by *** ***. According to
Ms***’s complaint, she received a pawn loan on a Samsung Galaxy Tab at EZPAWN store in Temple, Texas.
Customer
claims, upon picking up her property, the tablet would no longer function
According to transactional data recorded by our store, Ms*** received a pawn loan for:
Samsung Galaxy Tab 3, Model: ***, Serial Number: ***
In order to determine more information about this item, I reached out to Samsung and was able to determine the tablet was manufactured
January 2014, and is under a manufacturer’s warranty until March 2015.
At this time, I cannot venture to guess exactly what transpired and why the tablets will no longer function.
According to our team members at this store, the item was placed into loan inventory and warehoused; they could not determine a reason it would not
be functioning. Occasionally batteries go out, but there really is no way to know exactly what caused this tablet to stop
functioning without a professional evaluation
We may offer the customer two solutions. She may seek to have the item repaired via Samsung’s warranty process, and provide detailed documentation of the repair
cost and EZPAWN will reimburse Ms***, or she may return this tablet to EZPAWN store in Temple, Texas, sign a Release and Waiver of Claims and select a
similar tablet from inventory.
Please have Ms*** contact me directly and I will work to make arrangements to proceed according to her selection
If you have any questions or would like further information, please do not hesitate to contact me directly
With Regards,
*** ***
Manager of
Regulatory Compliance
###-###-#### Direct Phone
###-###-#### Fax Number
***@ezcorp.com
Complaint: ***
I am rejecting this response because: I was a customer of theirs for over a year. They had loan me $500.00. When I called in about getting another loan the
representive told me all I had to do was pay off the exsisting loan and then I could. She did not tell me about loaning money to someone from Montana. I was transferred to a guy named ***, he took my payment and told me to call back in about mins and I could reapply for a new loan, he didn't tell me about the Montana deal. I then waited and call back and reapplied and at this time I was told it was denied by the underwriters and she didn't know why they denied it. She also didn't say anything about Montana. I talk to a supervisor named *** who didn't know about the Montana deal. It wasn't until later that day that a rep did tell about the Montana thing. I asked several reps that I talked to because I was calling in several times, even the supervisor didn't know when I asked if he knew. I had already made my payment for the month and had I known about not lending to folks from Montana again I would have waited until December to make my final payment as scheduled. I have even gotten emails from them congratulating me about paying off my loan and to apply again if I ever need to and that my max had been raised. I'm a disabled veteran living on not that much every month
Regards,
*** ***
March 6, 2015 Re: Complaint ID ***Dear Ms***:We have received your correspondence regarding complaint ID ***from Value Pawn & Jewelry customer *** *** regarding her transactionswith Value Pawn #located at SW 17th Avenue, Miami, Florida
33135. According to her Revdex.com Complaint:IUpon receipt of Ms***’s complaint, we began a thoroughreview of not only this particular transaction, but all of the circumstances surroundingMs***’s complaint. A thoroughinvestigation has resulted in extensive changes at the location including HumanCapital, training, and compliance updates. Further, our Asset Protection team reviewed all video footage, transactiondata, and performed an in-depth review of the physical inventory for thislocation. To our mutual disappointment, Ms.***l’s ring could not be located. Throughoutthis process EZCORP team members at the local, regional, and corporate levelshave been actively involved and communicating with Ms***. Ms*** has been offered the option of like-kindreplacement for her lost item as well as a cash settlement. At this time Ms*** has indicated shewished to select like-kind replacement and will be visiting EZCORP locations ather convenience to make a selection. Iam currently awaiting documentation of the ring’s purchase price andpotentially an appraisal value for valuation purposes.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager ofRegulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@ezcorp.comTell us why here
This letter is on behalf of Texas MONEY, L.Pd/b/a EZMONEY Loan Services (EZMONEY) which is registered as a Texas Credit Service Organization and licensed as a Credit Access Business. EZMONEY does not make loans, extend credit or otherwise act as a lender. EZMONEY only arranges for
loans for consumers using underwriting criteria provided by our lender. For the services provided, EZMONEY obtains a credit services organization fee based on the term of the loan. EZMONEY is sending this response to the above complaint received from the Office of Consumer Credit Commissioner which is dated November 21, 2014. When Ms*** obtained her initial loan on October 15, 2014, the payment was due on October 31, 2014. Based upon the term of the loan, Ms*** only paid interest for the time period outstanding and based upon her next paydate. When the loan was renewed on 11-1-14, the customer’s due date was set to her next payday which was December 1, 2014. Since Ms*** had her second loan outstanding for twice the time period of the first loan, she was assessed twice the amount of finance charges. EZMONEY discussed this issue with the customer at the time of renewal. Additionally, the District Manager has tried to contact Ms*** to explain the differences between the productsHowever, Ms*** has not returned our calls
Complaint: ***
I am rejecting this response because: doesn't resolve the matter or confirm any improvements made in the company's customer service policies/treatment of customers
Regards,
*** ***
Complaint: ***
FEB 26, To whom it may concern, I, *** ***, am filing a complaint against EZ Corp/ Value Pitwn located at SW 17th avenue Miami Florida, phone number ###-###-####, store number filing a complaint against district manager *** *** who is in charge of all the stores in the Miami area; *** ***, store manager; *** ***, store employee; *** ***, and *** ***On October 25, 2014, I, *** *** went to this value pawn location indicated above to do a loan on my engagement ring*** *** employee number *** did the transactionI did the loan for dollarsI stated to the employee multiple times to please place my ring in the safe, he ignored my request, and left it lingering around the counter, as he insisted that he would handle itI left the store, and came back the following month to pay my dollar interest for the dollar loan in November and DecemberIn December when I go to make the following payment the store manager, *** *** calls me to the side to inform me that my ring has been stolen, and never made it to the safeMeanwhile I have been paying interest and visited the store in multiple occasions, and they failed to notify me of the situationMr*** avoided me when I visited the store to make the payments the whole timeAt first *** *** told me that they watched a store video, and a customer that was behind me as I turned and walked away from the counter, reached out to the counter, and took the ringYet not only did they fail to notify me, they didn't notify the department of loss and preventionIt wasn't until December 13, that the store manager decided to call the police and make a police reportThe report number is ***When this happened he gave me the district manager, *** *** store phone number which is ###-###-####I was told to contact him and that he was going to handle the situationWhen I intended to call Mr*** his employees would not transfer the phone call to him, and when he actually decided to contact me back he was calling me from a blocked numberWhen I spoke with Mr*** he gave me a different story than Mr***, and both of them deceivingly lied to meMr*** stated to me that a video had been submitted to the police report for the investigating officer in charge of the case, and when I asked him that I wanted to have the name of the officer in charge of the case he tells me that he needs to speak with that officer first to see if the officer wanted me to contact him, and it turns out that such an officer or case number were not available at this time, since the problem just got reportedWhen I spoke with Mr*** he states to me that such a video was never sent to the police department at that time, or that there was not even a case number in existence, and since there was no case number, there was no detective in charge of it because the report was just made, contradicting completely what the district manager has stated to me originally*** ***, a store employee, girlfriend, and former partner of Mr*** was absolutely in love with my engagement ring, and every time that I unfortunately had to pawn my engagement ring Jirma stated how much she was in love with it, how she liked it, and she would ask me persistently if I was going to sell itI stated every single time that I wouldn't sell my ring, and that it was a piece of jewelry that I was going to pass down to one of my children in the futureAround the same time when my ring got stolen, *** *** gets transferred to another store locationI feel that my ring was stolen by the store manager, *** ***, and given to his living partner *** ***, since she was so in love with my ring, and was so persistent about obtaining itWhen I went to make the payment on December 19, 2014, the store manager *** *** didn't want to take my forty five dollar payment of a loan extension, and he was refusing to take the paymentI know how EZ Corp/ Value Pawn policy works; if you fail as a customer to make two payments on your merchandise, it automatically becomes store propertyI insisted, as he called the district manager that I was going to make my paymentThey just offered to accredit back to me the previous interest that I had paid for the time that the ring was supposed to be there, and it wasn'tThey thought that all of it was going to go away right there, but as a customer I refused, and placed my payment, because if! accepted their terms I wouldn't have a right to claim my engagement ring later onWhen I visited the store Mr*** tells me that he has spoken with the customer that he originally had accused of stealing my ring; he tells me that the customer wants to clear his name, because he does not have itIn a different occasion Mr*** contradicts himself by telling me that he had watched the security video over and over, back and forth, and he sees that the customer has nothing in his handsI have explained to Mr*** that this engagement ring has a priceless sentimental value, due that it was given to me when I was pregnant with my son, and I was diagnosed with high grade pre cancerMr*** stated that they would replace the ring with another one, and I explained to him that this ring has no replacementI also questioned why he failed as a store manager to do inventory, and report to loss and prevention what happened with my ringAs well I stated that they were very irresponsible and obviously untrustworthy, that what kind of corporation such as EZ Corp/ Value Pawn has employees that fail to do their job and are totally unreliable handle the customers' merchandiseOn January 19,I walked into the store to make a payment and I asked Mr*** if there was any violinsMr*** shows me a *** *** *** Violin that the original store price is 1,dollars you can confirm this price at this phone number*** and Mr*** had it priced at the store for dollars but sold it to me for dollars plus tax creating a deficit to EZ Corp/Value PawnMr*** was thinking that I was going to forget about the whole situation with my ring; in other occasions he had tried to sell me other merchandise of expensive value next to nothing trying to bribe meI have called the Home Office of EZ Corp/ Value Pawn home phone number ###-###-#### and spoken multiple times with Amy reporting the situationThe first time, after calling Home Office I got a call from Mr*** again he was lying to me about the situationI called Home Office again, and I asked to speak with somebody above him, and yet until this day I am still waiting for their phone callOn February 6,I spoke with Mr***, and I told him that I was ready to pay offal! of my loans, and I requested from him a letter stating that I was going to pay off my ring so that way I wouldn't have to continue paying interest but the letter would state that they owed me my ringOn February 7,I went and paid off all my loans, including the ringWhen I had ask for the letter, the employees state to me that he does not know anything about the letterAt this time Mr*** was not in the store, but was contacted by the employee, *** ***; he stated to me that he would have the letter ready for me the following MondayAs I am walking out of the store I realize that without the letter being present, I was not going to have the right of claiming my ringI walked right back into the store, and I did a void in the transaction so that the loan is still present in their systemToday, February 9,2015, once again I called home office, and as I was speaking with Amy, she couldn't find my ticket of my report and we got disconnected; I call back again, we got disconnected for the second time; the third time I call I get a hostile attitude from her; when I request for her to connect me to the department of loss and prevention, she declined and refused to do soShe said I would get a call from Mr***'s supervisor, again the same supervisor that never returned my call previouslyI have already reported this situation to a hot line phone number ###-###-####I am reporting this to the Department of Agriculture and Revdex.com and requesting an open investigation of this mannerI want for *** *** *** ***, firma ***, *** *** and *** *** to be fully investigated*** *** district manager of Mr***'s store, and *** *** are very *** *** ** *** *** *** *** *** ** *** *** *** *** * ** *** *** *** *** ** ** *** *** *** *** *** *** ***Mr***'s phone number is ###-###-####He is a valuable, and credible witness of every detail that happened with my ringHe was out of state the day that I had pawned my ringThe following day when he walked into the store, and did the inventory he notified Mr*** of this situationMr*** worked the night with Main *** when my ring went missingMr*** also notified the district manager of the situation, and the district manager didn't do anything about itMr*** had resigned to the corporation due to all the crimes that were being committed at this store locationPlease feel free to contact him for any further detailsI have been present in that store when other customers were furious because they could not fmd their merchandiseI will not stop reporting this and moving forward with this until my engagement ring appears, because I know it is in their possessionI thank you very much to whomever may be in charge of this investigation and therefore I will always be grateful for it.Sincerely,*** ***Contact: *** *** *** *** ** ***###-###-####Please feel free to contact me at my cellphone provided above with any information regarding this investigation
February 9, 2015We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** regarding her transactions with EZPAWN #***located at *** ** ***, Stafford, Texas 77477.I cannot speak to any specific information regarding transactions with Ms***s
husband, as business transactions are treated as personal and confidential. Firearms, unlike most other retail purchases, are subject toa strict set of regulations put into place by federal, state, and localauthorities as well as EZPAWN policies and procedures. These procedures are in place to ensurecompliance for all firearms transactions and cannot be bent or broken for anycustomer regardless of circumstances. All potential firearms purchasers must complete the necessary backgroundchecks and receive an unconditional approval for a firearms sale to takeplace. Further, all Federal FirearmsLicensee holders (FFLs) are required to hold themselves accountable to a strictset of guidelines to assure all firearms sold are going only to the actualpurchaser and will not be available to any potentially prohibited persons.The FBI’s NICS program offers no information to FFLs regardingwhy a purchase may be given a “denied” status; this information is solelyavailable to the potential purchaser via the appeals process. Should the FBI choose to update a given decisionon any firearms purchase, the FFL would be notified in writing directly fromthe FBI. However, it is always at thediscretion of the FFL to determine if the firearms purchase will proceed. Although we certainly appreciate the frustrationsthat can arise during any firearms purchase process, we hope Ms***understands the nature of these transactions and the inflexibility around them. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
February 19, 2015Re: Complaint ID *** As previously stated, I cannot speak to any specificinformation regarding transactions with Ms***s husband, as businesstransactions are treated as personal and confidential. At this time, our internal review of the allegedcircumstances of the transactions Ms*** has referenced does not reveal anysort of discriminatory actions, poor customer service, or unfairtreatment. Our Team Members acted asrequired by *** policy and regulations placed upon Federal Firearms Licenseholders We are sincerely sorry for any frustration the situation mayhave caused Ms*** as we highly value every customer and customer feedback.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
February 4, 2015 VIA ONLINE PORTAL
*** *** ***
*** *** ***Revdex.com Corporate Office*** ** *** ***
*** *** *** Re: Complaint ID *** Dear *** ***:We have received your correspondence regarding complaint ID ***from
EZPAWN customer *** *** regarding his transactions with EZPAWN #***located at *** *** *** *** *** ***According to his Revdex.com Complaint:On January 14, I purchased a air compresser fordollars from store number ***On that day the employee explained thatwe had days for return or exchangeWe had let a mechanic look at the aircompresser and they said it had a leak in the gasketThen on January 19, 2014we tried to get an exchange on the compresser and *** the lady we spoke toexplained we did not have a warrenty on the compresser and it was only day wehad to exchange the compresserThey don't thoroughly check there products tomake sure they are in working condition and as a customer since employee gavethe wrong information we should get exchange or store credit. Upon receipt of *** ***’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the *** *** *or the area to better understand the situation. Available data indicates the compressor waspurchased and a Product Protection Plan was offered and declined with thispurchase. EZCORP, Incpolicy requires returns be made within hoursof purchase for store credit. As adealer of second hand goods, items become part of our retail inventory throughmany avenues, and we simply cannot attest to a product’s history. By offering our Product Protection Plan (PPP),with applicable purchases, we are able to provide our customers with the optionof protecting their investmentAlthough the PPP was not purchased with the compressor and itwas not returned within hours of purchase, we understand lives arehectic. As a result, we would like tooffer you and exception our company policy and discuss exchange options. Please contact the *** *** at ***to make arrangements for the exchange.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,
*** ***
*** **
*** ***
***
*** Direct Phone
***
*** Fax Number
***
Complaint: ***
I am rejecting this response because:EZ Pawn/EZ Corp is not providing us any information we did not already know. This information was provided to us previously by the agencies we spoke with directly. It is still unclear how the poor customer service, unfair treatment and discriminatory actions of store employees will be rectified in said store and this complaint. In addition, the request for apologies from EZ Pawn/EZ Corp (corporate) and the employees involved (store manager and firearm specialist) has not been received by me nor my husband. We have since discontinued business with this store and will continue to share our disgust with entire experience and the store in general.Again, looking forward for the dispute to be resolved.
Regards,
*** ***
December 15, 2014 We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** regarding his transactions with EZPAWN #***located at *** *** ** ***, Bastrop, Texas. According to his Revdex.com Complaint:Employee,create a new contract, for
dollars more but fail to give me then,she put the money towards the itemsNow they want me to pay all finance chargein one in order to be up todayI have items in this location since Ibeen paying all my items monthlyNow the want all of this money at one time? Iam going monday the 15th of december to the storeThis is not right! They needto stop.Upon receipt of Mr* ***’s complaint, I was able toreview all transactional data available in our IT systems, as well as speakwith team members directly. According to our records, Mr* *** has eight pawn loans withthis location. Payment history on theseitems reflects that Mr* *** has been unable to make timely payments; sixof the eight loans are already past the final due date and could be placed intostore inventory at any time. Our teammembers have been extremely flexible and understanding of Mr* ***’sfinancial needs and situation; he has been allowed a great deal of extra timeand opportunity to pay the balances due on his pledged goods. In order to prevent his pledged goods from becoming storeproperty due to the extended time without loan payments, and with theunderstanding of Mr* ***, our team members allowed Mr* *** to take anadditional loan, offered him the maximum loan amount possible for his pledgedgoods, and allocated the payments across his outstanding loan balances to allowMr* *** a few extra days to make payments. Mr* *** assured the Store Manager he would be in to pay the balancesdue on his items by December 15, and stated he understood that, by makinga small payment he was showing good faith, but six of his loans were still pastthe final due date. Pawn loans are day loans, with principle and fees paid onthe due date in order for the customer to maintain ownership of their pledgedgoods. If customers choose not to pay thefull amount on the due date, they may choose to pay fees only and renew theloan for another thirty days, or make an incremental payment to extend the duedate by paying 1/30th of the fee for each day of extension. Fees accrue on the loan daily, and all termsof the loan are printed on the reverse side of the loan ticket.We appreciate Mr* ***’s business, and he is a valuedand respected customer. We will honorthe agreement for Mr* *** to pay his loans to date as of December 15, 2014as previously agreed If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, *** *** **Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***com
December 5, 2014Complaint ID ***Dear Ms***:We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** rejecting our response regarding herinteractions with EZPAWN #*** team members located at *** *** *** ***,Texas. According to her Revdex.com ComplaintRejection response:I rejectingthe response that was given because comparing a customer changing a price isnot true because each item on the product has a decription and a number to itso it is impossible for a customer to achieve this unless your worker compliedwith it on purpose for the customer because I have seen with my own eyes aworker giving a product to a "customer" and then putting the money intheir pocket. So lets be turthful.Also your worker has already contacted me and I have purchased the same itemfor the $that it was priced for when I entered your store by yourworker. Although when I was at the counter waiting to purchase the itemthe same worker that missed priced the item I could tell that she was upsetabout me still be able to purchase the scooter and purposely made the scooterfall to the floor and walked away without picking it up. When I lookedover the counter and saw the scooter on the floor and I asked why was it on thefloor the worker replied she did it(***). So I replied "if itsbroke I will be returning it back to the store". I feel there is noneed to call the corporate office because the District Manger already stated itwill just come back to him.In regards to Ms***’s statement that customer’s cannotchange item prices, I’d like to clarify, I was in no way implying this was thecase with Ms***’s situation. I wasmerely stating that occasionally item prices understood by customers can beincorrect and is not something team members are foreign to handling in theirshops. Pricing misunderstandings can becaused not only by human error by our team members, but also accidentally ascustomers shop about and the tags are moved. It’s not that the item description on the tag is wrong or altered by acustomer, but instead the tag is inadvertently placed on or near an item, and acustomer sees only the price and does not recognize how the error occurs. By citing this for instance I was merelydrawing attention to the fact stores do their best in these situations, it doesoccasionally happen, but sometimes pricing differences are too great.In regards to Ms***’s claims of having seen teammembers put money for an item into their own pocket, I would strongly encourageMs*** to provide more detail so we may investigate further. All items in the stores are in a digitalinventory, and require a digital sale not unlike most retail merchants. This digital inventory system allows not onlyfor tracking of inventory, but also for sales transacted at costs not properly associatedwith an item. Further, our stores haveextensive surveillance systems and can be monitored off site and historicalvideo/images retrieved remotely at any time. With more information from Ms*** we will further examine herclaim.I am pleased to hear the District Manager offered Ms***the scooter at the price she originally saw the item priced; his team will takea store loss for that amount. We hopeher nephew enjoys the scooter. As far asan employee intentionally knocking over the scooter, I will discuss this withmanagement staff as well as review video.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, *** ***Manager of Regulatory Compliance***@ezcorp.com
According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a 7 day deadline to meet their terms or lose a very expensive 18k gold cutbracelet. During a Act of God (a major snow storm) I was unable to make theloans interest payment of $23 and the location stated they...
could not take mypayment over the phone. I've been making interest payments for many months nowon the loan for this bracelet ($1,200 in value). The locations' Asst. Managerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan. 6, Jan. 7, Jan. 8 and Jan. 9th to ensure Iwould not lose my gold bracelet. He gave no indication that my merchandise wasat risk of being lost and further advised that he was waiting on approval fromhis manager/corporate offices (hence my follow up calls to him everyday). OnSaturday, Jan. 10th I called and spoke with the Manager, [redacted]. she stated shecalled me on Jan. 9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan. 9th) and he never indicated youneeded to speak with me, in fact based on my many conversations with [redacted] I wasunaware the store even had a manager. [redacted] led me to believe that I'vealready lost my merchandise and/or loans' monthly interest payments optionscontinuing. She stated she sent a message to her manager/corporate offices andis awaiting a reply back. I called her 3 times throughout the day, at the endof the day she stated you can get the bracelet back but we're going to needmore money for your payment. Very confused and concerned I contacted EZCorporate offices by email. The following Monday, Jan. 12 or 13th, a man named[redacted] called me ([redacted] was also present for the call), they went back and forthon options are available. [redacted] claimed to be her manager; however, he seemedmore uncertain and inconsistent with quoting what policy or is not than [redacted]did. In the end he stated I can pay $206.41 to get my bracelet back or $106.41to continue with the loan interest payments and offered a deadline of Jan.19th.I've been paying $23 interest on this loan for several months, neither $106 or$206 was available within 7 days. There where [redacted] left things. Upon receipt of Ms. [redacted]’s complaint, I reviewed all available IT system data as well as spoke with team members at EZPAWN #[redacted]and the District Manager for the area.Ms. [redacted]'s Final Due Date for her loan payment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 2015. January 6th her loan dropped due to non-paymentand was placed into inventory on January 7th. EZPAWN utilizes a central facility forjewelry processing in Austin, Texas on Wednesday, January 7, 2015 the item was processedand transferred to this facility via UPS. On the evening of January 7th, Ms. [redacted] contacted the location andspoke with assistant manager, [redacted]. At this time she stated she had not been ableto make it to the store the previous day (January 6th) to make payment dueweather conditions in the area. However, by the time Ms. [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility. Mr. [redacted] advisedMs. [redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated Ms. [redacted]needed to follow up with him on Thursday to discuss further options. On ThursdayMr. [redacted] notified Ms. [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Friday morning, January 9, 2015, #[redacted] Store Manager was able to speak directly withcentral jewelry processing team members and make arrangements for the item tobe returned. The Store Manager immediately called Ms. [redacted], but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full. Ms. [redacted] called location #[redacted] later that day andthe Store Manger advised Ms. [redacted] there were two options moving forward: 1) Pay principle and interest accrued or 2)pay only interest accrued to date and place the item into loan status. Ms. [redacted] was not satisfied with these optionsand was provided a contact number for customer service.The District Manager for this location then contacted Ms. [redacted] via telephone, andadvised her of the two options previously discussed. The District Manager and Ms. [redacted] agreed tohave Location #[redacted] hold the item until the following week, without accruingadditional interest, in order for Ms. [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. Ms. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms. [redacted]’s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92days before the loan drops for non-payment. When Ms. [redacted] initiated the pawnloan on April 30, 2014 no payments were received until July 31, 2014. Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional 30 day extension;interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, Ms. [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.At this time, Ms. [redacted]’s item has been placed on hold at location #[redacted]. Ms. [redacted] may purchase her bracelet forinterest accrued and principle due, or place the item back in loan. Inorder to determine an exact amount due for purchase or re-loan, Ms. [redacted] willneed to determine the day she will pay her loan and it will be calculated. We will hold Ms. [redacted]’s item until February13, 2015.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, [redacted]Manager of Regulatory Compliance
December 8, 2014Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer Brandi [redacted] regarding her transactions with EZPAWN #[redacted]located at Austin, Texas. According to herRevdex.com Complaint:I pawned my iPad mini somemonths back. When I...
placed it with the pawnbroker the lady that was workingbehind the counter told me to remove my passwords, so that if anythinghappened, they could wipe the memory, or master reset my iPad. I said that wasfine, because I had already suggested that I could do it, just in case. I haveiCloud, which backs up everything, linked to my iPad. She assured me that itwouldn't be an issue, and I put my iPad into the shop. I received an emailsaying that my iPhone had been removed from the account with my iPad. I thenstarted receiving emails that all of my passwords had been changed. For myiCloud, google, social media, and my banking systems. I freaked out, andtroubleshot as best as I could for a Sunday, and called the company first thingMonday. I spoke with a gentleman named [redacted], who told me that if there was apassword on my iPad, thats why they didn't change it. I told him that therewasn't and he continued to be very flippant with me, until I said that if itwere is girlfriend, wife, or daughter, that he would be a little more upset. Towhich he replied if I was a good woman, and was quiet, that he'd be able toexplain it to me. I get very upset by this and cursed at him, and hung up. Iimmediately called the corporate office, and was told that this was out of thenorm, and was assured that the district manager would call me back that sameday. He called back about an hour and a half ago. I explained the situation tohim, and everything that had happened, and he very glibly said he was sorry,but. It made me fee like the violation of all of my private information wasmeaningless, and that I was wasting his time trying to resolve something that Ifelt that I was wronged by. He also made me feel like I was lying to him. Thenature of some of the pictures, my bank account information, and the otherpersonal information that was on there can not be replaced, it wasn't even supposedto be on there. Upon receipt of Ms. [redacted]’s complaint, numerous EZPAWNteam members have attempted to discuss the situation on several occasions withthe customer in hopes of finding a mutually agreeable solution. However, each call has resulted in Ms.[redacted] hanging up on the EZPAWN team member.We look forward to addressing Ms. [redacted]’s complaint andwish to speak with her directly, especially in light of the sensitive topic. I would ask Ms. [redacted] contact me directlyat ###-###-#### so we may further discuss the situation and determine stepsmoving forward.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, [redacted]Manager of RegulatoryCompliance[redacted]@[redacted].com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
December 17, 2014Complaint ID ***We have received your correspondence regarding complaint ID ***from Value Pawn and Jewelry customer *** *** *** regarding his transactionswith Value Pawn and Jewelry #*** located at *** *** *** ***, Palm Bay,Florida. According to his
Revdex.com Complaint:I purchased an used weed eater and step laddar that I was going to use in my house, also Ipurchased a product protection plan, this was on 12/7/14, the weedeater has twoholes on the gas tank that leaks and the machine wont start at all, I took itthe back to the store ( weedeater)and the store manager wont honor theprotection plan, he's argument is that the weedeater was sold As Is and theprotection plan only apply to the stepladdar.1- store manager never saidanything about protection plan only applies to stepladdar at the time of thepurchase2- store manager indicate ( today ) that the weedeater it was only soldfor parts, I wouldn't purchased it if that was the case3- how come the storesale items that are broke and also and an hazard for the consumer? Our records and accounts provided by team members reflectthat, on 12/7/2014, Mr*** purchased a gas weed eater that had been markeddown to $and was clearly marked with an “As Is” tag on the item. Additionally, the Assistant Store Manager forthis location processed the transaction and recalls being very clear with Mr.*** the item was marked down and that the store had been unable to start theweed eater. Mr*** remarked herepairs similar items regularly and would like to proceed with thepurchase. At the same time, Mr***additionally purchased a ladder, and was offered and agreed to purchase a ProductProtection Plan on the ladder (Product Protection Plans are not available and areprevented in our computer systems from being sold for “As Is” merchandise)On 12/9/Mr*** returned to Value Pawn and Jewelry#*** requesting a refund for the weed eater stating it was “broken.” The Assistant Store Manager then reiteratedMr*** had made an “As Is” purchase, and this was clearly indicated on theweed eater tag. Mr*** stated to theAssistant Store Manager the store should “test” their items, and our teammember explained the store does have a process for product evaluation andbecause this item had failed, it was marked down and sold “As Is”.Company policy on conspicuous display at the location statesall items must be returned for store credit within hours of purchase withouta Product Protection Plan. Mr***purchased a weed eater was sold “As Is.” However, because we highly value our customers, in this specificinstance we will make an exception to company policy and offer Mr*** storecredit for the purchase price of $upon return of the weed eater to ValuePawn & Jewelry #***.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, *** *** ** Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
December 4, 2014Re: Complaint ID ***We have received your correspondence regarding complaint ID *** as filed by *** *** in regards to her interactions with our EZPAWN #*** located at 1205-A Loop West, Conroe, Texas. According to Ms***’s complaint:This EZ Pawn has
poor customer serviceA year ago they sold my platinum wedding band at xmas timeAnd this year they lost or sold a tennis bracelett of mine with no explanationThey instructed me that there was nothing they could do to get the items backThe wedding band went with my main wedding band which I still haveMy husband and I spent over $3,for and will never be able to replace itI am sick about itWe also were paying on a shot-gun where a very rude clerk named "christopher" declined to sell back to me because I had answered a question incorrectlyHe eve threatened me NOT to give back my other jewelry I was paying to get outI contacted EZ-Pawn corporation and was told I would be contacted by a "***" who apparently is suppose to handle these kinds of issuesI would not recommend using EZ-Pawn stores.I would like to hear from a top manager from EZ Pawn corporation about this matterIt has been ignored now for too long!Thank you*** ***I have reviewed information in our IT Systems as well as spoken with the District Manager regarding Ms***’s complaint in order to get a better understanding of the circumstances for proper evaluation. Upon review of Ms***’s transactional data, I was able to determine she has transacted with the store on numerous occasions dating back for a few years, and the majority of the transactions are for the same set of items. Specifically referring to the wedding band Ms*** mentions, I can find no record of a pawn transaction under her name for a wedding band except a loan issued 12/and redeemed in 3/2012, but that band was not platinum. I discussed this item specifically with theDistrct Manager. He stated that Ms*** and another household member are regular customers of this location; in accordance with state law, transactions must be documented and executed specific to the person presenting the item and identification. The District Manager believes Ms*** mistakenly believed that, by paying on loans in her name, she was covering all loans in her household. Team members routinelycall and reminder customers of transactions and due dates, as well as speak to customers regarding all loans when they come in to do payments, redemptions, and extensions. Our team members do their best to assure all of our customers know and understand what property isdue when, and they believe they thoroughly explained this to Ms***. Ms*** has transacted with the store for several years; we believe she is familiar with how the pawn loan process works: without payment on loans the items used as collateral become property of the store. Specifically referring to the tennis bracelet Ms*** refers to as being “lost or stolen,” this item was part of a group of four jewelry items Msplaced into pawn on 9/24/2012. The items were not lost or stolen at any time. Payments were made on the loan through early 2014, but the loan fell behind and all items were placed into inventory on 3/18/2014. All four items have now sold.Although Ms*** loans dropped due to nonpayment, our EZPAWN #*** team members did attempt to locate like-kind merchandise as replacement for Ms*** if she would pay the balance due on her loans. Ms*** refused to make the loan payment; therefore no replacement items were given. In regards to Ms*** claim EZPAWN would not return item #010760300171, a shotgun, because she “answered a question incorrectly,” is not an accurate reflection of the weight of the “question” she is referring. The shotgun was placed into pawn loan on 10/21/2013. In March 2014, Ms*** returned to the EZPAWN store to redeem her firearm. The redemption of a pawned firearm is a “disposition” of a firearm under Federal Firearm Law, and ATF Form must be executed in connection with the redemption (See CFR and 478.125). As part ofthat process, and in compliance with the Brady Handgun Violence Prevention Act and Texas state law, all Federal Firearm Licensees (FFLs) must conduct a background check on all prospective transferees through the FBI’s Nation Instant Criminal Background Check System (NICS) as well as assure all answers the prospective owner has stated on ATF Form allow for firearm possession. As mandated, EZPAWN provided Ms*** with ATF Form 4473, prior to allowing a redemption/transfer of the firearm (as it must do with all its firearm customers). On each of the three attempts Ms*** made to complete ATF she provided answers that barred her from firearm possession. Pursuant to Federal and State law, EZPAWN was strictly prohibited from transferring the firearm to Ms*** once ATF Form was returned as denied. Ms***’scomplaint arises from this denial Although EZPAWN attempts to resolve all customer complaints in good faith, it would be in violation of federal law if it returned the firearm to Ms***. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards,Alexis RimesManager of Regulatory Compliance(512) 314-Direct Phone(512) 314-Fax [email protected]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Re: Complaint ID ***
Dear Ms***:
I have received your complaint regarding customer *** *** and his interactions with not only our team members, but construction workers at EZPAWN Store *** *** ** *** *** *** *** ** ***
***
Mr*** claims via his complaint with The Revdex.com that on numerous occasions at our EZPAWN store #*** construction workers stated the business was closed or closing early to accommodate construction.
After receiving Mr***’s letter, I asked the Regional Director of Operations (RDO) to reach out not only to the construction crew, but to team members at the store to assure everyone understands the store is open for business as usual during posted hours. At the same time, the RDO advised all relevant parties that EZCORP would determine any closures outside posted hours and that no one other than specific personnel are to communicate any such information to customers. Going forward, should it be necessary for the store to be closed temporarily or limit hours for any reason, the notice of operating hours change will be posted prominently so there is no confusion
I sincerely apologize for any inconvenience or frustration this may have caused Mr***
If you have any questions or would like further information, please do not hesitate to contact me directly
With Regards,
*** ***
*** ** *** ***
*** *** ***
*** ***
*** *** ***
*** *** *** ***
*** *** *** ***
***
February 16, 2015Re: Complaint ID ***We have received your correspondence regarding complaint ID ***from EZPAWN customer *** ** *** regarding her transactions with EZPAWN #***located at *** *** *** *** Indiana.Upon receipt of Ms***’s complaint, I
reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area to better understand the situation. According to our records, on06/23/Ms*** obtained a loan for $on DVDs. Ms*** paid extensions for severalmonths, and paid the loan in full on 1/30/2015. On 06/30/she obtained a separate loan for DVD’s for $100.00;this loan was paid in full on 01/21/2015. At the time Ms*** paid her06/30/loan in full on 01/21/2015, one of our Team Members counted everyDVD from the container and Ms*** was satisfied her DVDs were returned. Ms***’s son then carried the containerof DVDs out of the locationOn 01/30/2015, Ms*** returned to EZPAWN#*** to redeem the loan originated 06/23/for DVDs. EZPAWN Team Members located one container,and the Store Manger returned to the warehouse to retrieve a second box as ourStore Manager had executed the original loan herself and remembered there weretwo containers of DVDs. Team Members then loaded both containers ofDVDs into a cart and assisted Ms*** to her car. Several days later Ms***contacted EZPAWN #*** Store Manager and stated DVDs were missing from herloan redemptions. Our Store Managerassured Ms*** all items were returned, but stated she would look throughthe warehouse to be certain. Our StoreManager called Ms*** back and let her know there was no other box of DVDslocated, and that we would review the surveillance footage from the redemptionsto assure nothing was inadvertently left behind. Upon review of the video footage, it wasclear all DVDs were returned to the customer. Ms*** is a long-time customer of EZPAWN #*** and isappreciated and respected as such. Although we believe all DVDs were returned to Ms***, we certainlyunderstand her frustration and want to provide excellent customer service. Therefore, the District Manager for this areahas made contact with Ms*** and offered her to select DVDs from EZPAWN#***’s inventory at her leisure as like-kind replacement.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@ezcorp.com
October 30,
Complaint ID ***
We have received your correspondence regarding complaint ID ***
as filed by *** ***. According to
Ms***’s complaint, she received a pawn loan on a Samsung Galaxy Tab at EZPAWN store in Temple, Texas.
Customer
claims, upon picking up her property, the tablet would no longer function
According to transactional data recorded by our store, Ms*** received a pawn loan for:
Samsung Galaxy Tab 3, Model: ***, Serial Number: ***
In order to determine more information about this item, I reached out to Samsung and was able to determine the tablet was manufactured
January 2014, and is under a manufacturer’s warranty until March 2015.
At this time, I cannot venture to guess exactly what transpired and why the tablets will no longer function.
According to our team members at this store, the item was placed into loan inventory and warehoused; they could not determine a reason it would not
be functioning. Occasionally batteries go out, but there really is no way to know exactly what caused this tablet to stop
functioning without a professional evaluation
We may offer the customer two solutions. She may seek to have the item repaired via Samsung’s warranty process, and provide detailed documentation of the repair
cost and EZPAWN will reimburse Ms***, or she may return this tablet to EZPAWN store in Temple, Texas, sign a Release and Waiver of Claims and select a
similar tablet from inventory.
Please have Ms*** contact me directly and I will work to make arrangements to proceed according to her selection
If you have any questions or would like further information, please do not hesitate to contact me directly
With Regards,
*** ***
Manager of
Regulatory Compliance
###-###-#### Direct Phone
###-###-#### Fax Number
***@ezcorp.com
Complaint: ***
I am rejecting this response because: I was a customer of theirs for over a year. They had loan me $500.00. When I called in about getting another loan the
representive told me all I had to do was pay off the exsisting loan and then I could. She did not tell me about loaning money to someone from Montana. I was transferred to a guy named ***, he took my payment and told me to call back in about mins and I could reapply for a new loan, he didn't tell me about the Montana deal. I then waited and call back and reapplied and at this time I was told it was denied by the underwriters and she didn't know why they denied it. She also didn't say anything about Montana. I talk to a supervisor named *** who didn't know about the Montana deal. It wasn't until later that day that a rep did tell about the Montana thing. I asked several reps that I talked to because I was calling in several times, even the supervisor didn't know when I asked if he knew. I had already made my payment for the month and had I known about not lending to folks from Montana again I would have waited until December to make my final payment as scheduled. I have even gotten emails from them congratulating me about paying off my loan and to apply again if I ever need to and that my max had been raised. I'm a disabled veteran living on not that much every month
Regards,
*** ***
March 6, 2015 Re: Complaint ID ***Dear Ms***:We have received your correspondence regarding complaint ID ***from Value Pawn & Jewelry customer *** *** regarding her transactionswith Value Pawn #located at SW 17th Avenue, Miami, Florida
33135. According to her Revdex.com Complaint:IUpon receipt of Ms***’s complaint, we began a thoroughreview of not only this particular transaction, but all of the circumstances surroundingMs***’s complaint. A thoroughinvestigation has resulted in extensive changes at the location including HumanCapital, training, and compliance updates. Further, our Asset Protection team reviewed all video footage, transactiondata, and performed an in-depth review of the physical inventory for thislocation. To our mutual disappointment, Ms.***l’s ring could not be located. Throughoutthis process EZCORP team members at the local, regional, and corporate levelshave been actively involved and communicating with Ms***. Ms*** has been offered the option of like-kindreplacement for her lost item as well as a cash settlement. At this time Ms*** has indicated shewished to select like-kind replacement and will be visiting EZCORP locations ather convenience to make a selection. Iam currently awaiting documentation of the ring’s purchase price andpotentially an appraisal value for valuation purposes.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager ofRegulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@ezcorp.comTell us why here
This letter is on behalf of Texas MONEY, L.Pd/b/a EZMONEY Loan Services (EZMONEY) which is registered as a Texas Credit Service Organization and licensed as a Credit Access Business. EZMONEY does not make loans, extend credit or otherwise act as a lender. EZMONEY only arranges for
loans for consumers using underwriting criteria provided by our lender. For the services provided, EZMONEY obtains a credit services organization fee based on the term of the loan. EZMONEY is sending this response to the above complaint received from the Office of Consumer Credit Commissioner which is dated November 21, 2014. When Ms*** obtained her initial loan on October 15, 2014, the payment was due on October 31, 2014. Based upon the term of the loan, Ms*** only paid interest for the time period outstanding and based upon her next paydate. When the loan was renewed on 11-1-14, the customer’s due date was set to her next payday which was December 1, 2014. Since Ms*** had her second loan outstanding for twice the time period of the first loan, she was assessed twice the amount of finance charges. EZMONEY discussed this issue with the customer at the time of renewal. Additionally, the District Manager has tried to contact Ms*** to explain the differences between the productsHowever, Ms*** has not returned our calls
Complaint: ***
I am rejecting this response because: doesn't resolve the matter or confirm any improvements made in the company's customer service policies/treatment of customers
Regards,
*** ***
Complaint: ***
FEB 26, To whom it may concern, I, *** ***, am filing a complaint against EZ Corp/ Value Pitwn located at SW 17th avenue Miami Florida, phone number ###-###-####, store number filing a complaint against district manager *** *** who is in charge of all the stores in the Miami area; *** ***, store manager; *** ***, store employee; *** ***, and *** ***On October 25, 2014, I, *** *** went to this value pawn location indicated above to do a loan on my engagement ring*** *** employee number *** did the transactionI did the loan for dollarsI stated to the employee multiple times to please place my ring in the safe, he ignored my request, and left it lingering around the counter, as he insisted that he would handle itI left the store, and came back the following month to pay my dollar interest for the dollar loan in November and DecemberIn December when I go to make the following payment the store manager, *** *** calls me to the side to inform me that my ring has been stolen, and never made it to the safeMeanwhile I have been paying interest and visited the store in multiple occasions, and they failed to notify me of the situationMr*** avoided me when I visited the store to make the payments the whole timeAt first *** *** told me that they watched a store video, and a customer that was behind me as I turned and walked away from the counter, reached out to the counter, and took the ringYet not only did they fail to notify me, they didn't notify the department of loss and preventionIt wasn't until December 13, that the store manager decided to call the police and make a police reportThe report number is ***When this happened he gave me the district manager, *** *** store phone number which is ###-###-####I was told to contact him and that he was going to handle the situationWhen I intended to call Mr*** his employees would not transfer the phone call to him, and when he actually decided to contact me back he was calling me from a blocked numberWhen I spoke with Mr*** he gave me a different story than Mr***, and both of them deceivingly lied to meMr*** stated to me that a video had been submitted to the police report for the investigating officer in charge of the case, and when I asked him that I wanted to have the name of the officer in charge of the case he tells me that he needs to speak with that officer first to see if the officer wanted me to contact him, and it turns out that such an officer or case number were not available at this time, since the problem just got reportedWhen I spoke with Mr*** he states to me that such a video was never sent to the police department at that time, or that there was not even a case number in existence, and since there was no case number, there was no detective in charge of it because the report was just made, contradicting completely what the district manager has stated to me originally*** ***, a store employee, girlfriend, and former partner of Mr*** was absolutely in love with my engagement ring, and every time that I unfortunately had to pawn my engagement ring Jirma stated how much she was in love with it, how she liked it, and she would ask me persistently if I was going to sell itI stated every single time that I wouldn't sell my ring, and that it was a piece of jewelry that I was going to pass down to one of my children in the futureAround the same time when my ring got stolen, *** *** gets transferred to another store locationI feel that my ring was stolen by the store manager, *** ***, and given to his living partner *** ***, since she was so in love with my ring, and was so persistent about obtaining itWhen I went to make the payment on December 19, 2014, the store manager *** *** didn't want to take my forty five dollar payment of a loan extension, and he was refusing to take the paymentI know how EZ Corp/ Value Pawn policy works; if you fail as a customer to make two payments on your merchandise, it automatically becomes store propertyI insisted, as he called the district manager that I was going to make my paymentThey just offered to accredit back to me the previous interest that I had paid for the time that the ring was supposed to be there, and it wasn'tThey thought that all of it was going to go away right there, but as a customer I refused, and placed my payment, because if! accepted their terms I wouldn't have a right to claim my engagement ring later onWhen I visited the store Mr*** tells me that he has spoken with the customer that he originally had accused of stealing my ring; he tells me that the customer wants to clear his name, because he does not have itIn a different occasion Mr*** contradicts himself by telling me that he had watched the security video over and over, back and forth, and he sees that the customer has nothing in his handsI have explained to Mr*** that this engagement ring has a priceless sentimental value, due that it was given to me when I was pregnant with my son, and I was diagnosed with high grade pre cancerMr*** stated that they would replace the ring with another one, and I explained to him that this ring has no replacementI also questioned why he failed as a store manager to do inventory, and report to loss and prevention what happened with my ringAs well I stated that they were very irresponsible and obviously untrustworthy, that what kind of corporation such as EZ Corp/ Value Pawn has employees that fail to do their job and are totally unreliable handle the customers' merchandiseOn January 19,I walked into the store to make a payment and I asked Mr*** if there was any violinsMr*** shows me a *** *** *** Violin that the original store price is 1,dollars you can confirm this price at this phone number*** and Mr*** had it priced at the store for dollars but sold it to me for dollars plus tax creating a deficit to EZ Corp/Value PawnMr*** was thinking that I was going to forget about the whole situation with my ring; in other occasions he had tried to sell me other merchandise of expensive value next to nothing trying to bribe meI have called the Home Office of EZ Corp/ Value Pawn home phone number ###-###-#### and spoken multiple times with Amy reporting the situationThe first time, after calling Home Office I got a call from Mr*** again he was lying to me about the situationI called Home Office again, and I asked to speak with somebody above him, and yet until this day I am still waiting for their phone callOn February 6,I spoke with Mr***, and I told him that I was ready to pay offal! of my loans, and I requested from him a letter stating that I was going to pay off my ring so that way I wouldn't have to continue paying interest but the letter would state that they owed me my ringOn February 7,I went and paid off all my loans, including the ringWhen I had ask for the letter, the employees state to me that he does not know anything about the letterAt this time Mr*** was not in the store, but was contacted by the employee, *** ***; he stated to me that he would have the letter ready for me the following MondayAs I am walking out of the store I realize that without the letter being present, I was not going to have the right of claiming my ringI walked right back into the store, and I did a void in the transaction so that the loan is still present in their systemToday, February 9,2015, once again I called home office, and as I was speaking with Amy, she couldn't find my ticket of my report and we got disconnected; I call back again, we got disconnected for the second time; the third time I call I get a hostile attitude from her; when I request for her to connect me to the department of loss and prevention, she declined and refused to do soShe said I would get a call from Mr***'s supervisor, again the same supervisor that never returned my call previouslyI have already reported this situation to a hot line phone number ###-###-####I am reporting this to the Department of Agriculture and Revdex.com and requesting an open investigation of this mannerI want for *** *** *** ***, firma ***, *** *** and *** *** to be fully investigated*** *** district manager of Mr***'s store, and *** *** are very *** *** ** *** *** *** *** *** ** *** *** *** *** * ** *** *** *** *** ** ** *** *** *** *** *** *** ***Mr***'s phone number is ###-###-####He is a valuable, and credible witness of every detail that happened with my ringHe was out of state the day that I had pawned my ringThe following day when he walked into the store, and did the inventory he notified Mr*** of this situationMr*** worked the night with Main *** when my ring went missingMr*** also notified the district manager of the situation, and the district manager didn't do anything about itMr*** had resigned to the corporation due to all the crimes that were being committed at this store locationPlease feel free to contact him for any further detailsI have been present in that store when other customers were furious because they could not fmd their merchandiseI will not stop reporting this and moving forward with this until my engagement ring appears, because I know it is in their possessionI thank you very much to whomever may be in charge of this investigation and therefore I will always be grateful for it.Sincerely,*** ***Contact: *** *** *** *** ** ***###-###-####Please feel free to contact me at my cellphone provided above with any information regarding this investigation
February 9, 2015We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** regarding her transactions with EZPAWN #***located at *** ** ***, Stafford, Texas 77477.I cannot speak to any specific information regarding transactions with Ms***s
husband, as business transactions are treated as personal and confidential. Firearms, unlike most other retail purchases, are subject toa strict set of regulations put into place by federal, state, and localauthorities as well as EZPAWN policies and procedures. These procedures are in place to ensurecompliance for all firearms transactions and cannot be bent or broken for anycustomer regardless of circumstances. All potential firearms purchasers must complete the necessary backgroundchecks and receive an unconditional approval for a firearms sale to takeplace. Further, all Federal FirearmsLicensee holders (FFLs) are required to hold themselves accountable to a strictset of guidelines to assure all firearms sold are going only to the actualpurchaser and will not be available to any potentially prohibited persons.The FBI’s NICS program offers no information to FFLs regardingwhy a purchase may be given a “denied” status; this information is solelyavailable to the potential purchaser via the appeals process. Should the FBI choose to update a given decisionon any firearms purchase, the FFL would be notified in writing directly fromthe FBI. However, it is always at thediscretion of the FFL to determine if the firearms purchase will proceed. Although we certainly appreciate the frustrationsthat can arise during any firearms purchase process, we hope Ms***understands the nature of these transactions and the inflexibility around them. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
February 19, 2015Re: Complaint ID *** As previously stated, I cannot speak to any specificinformation regarding transactions with Ms***s husband, as businesstransactions are treated as personal and confidential. At this time, our internal review of the allegedcircumstances of the transactions Ms*** has referenced does not reveal anysort of discriminatory actions, poor customer service, or unfairtreatment. Our Team Members acted asrequired by *** policy and regulations placed upon Federal Firearms Licenseholders We are sincerely sorry for any frustration the situation mayhave caused Ms*** as we highly value every customer and customer feedback.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,*** ***Manager of Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***.com
February 4, 2015 VIA ONLINE PORTAL
*** *** ***
*** *** ***Revdex.com Corporate Office*** ** *** ***
*** *** *** Re: Complaint ID *** Dear *** ***:We have received your correspondence regarding complaint ID ***from
EZPAWN customer *** *** regarding his transactions with EZPAWN #***located at *** *** *** *** *** ***According to his Revdex.com Complaint:On January 14, I purchased a air compresser fordollars from store number ***On that day the employee explained thatwe had days for return or exchangeWe had let a mechanic look at the aircompresser and they said it had a leak in the gasketThen on January 19, 2014we tried to get an exchange on the compresser and *** the lady we spoke toexplained we did not have a warrenty on the compresser and it was only day wehad to exchange the compresserThey don't thoroughly check there products tomake sure they are in working condition and as a customer since employee gavethe wrong information we should get exchange or store credit. Upon receipt of *** ***’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the *** *** *or the area to better understand the situation. Available data indicates the compressor waspurchased and a Product Protection Plan was offered and declined with thispurchase. EZCORP, Incpolicy requires returns be made within hoursof purchase for store credit. As adealer of second hand goods, items become part of our retail inventory throughmany avenues, and we simply cannot attest to a product’s history. By offering our Product Protection Plan (PPP),with applicable purchases, we are able to provide our customers with the optionof protecting their investmentAlthough the PPP was not purchased with the compressor and itwas not returned within hours of purchase, we understand lives arehectic. As a result, we would like tooffer you and exception our company policy and discuss exchange options. Please contact the *** *** at ***to make arrangements for the exchange.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,
*** ***
*** **
*** ***
***
*** Direct Phone
***
*** Fax Number
***
Complaint: ***
I am rejecting this response because:EZ Pawn/EZ Corp is not providing us any information we did not already know. This information was provided to us previously by the agencies we spoke with directly. It is still unclear how the poor customer service, unfair treatment and discriminatory actions of store employees will be rectified in said store and this complaint. In addition, the request for apologies from EZ Pawn/EZ Corp (corporate) and the employees involved (store manager and firearm specialist) has not been received by me nor my husband. We have since discontinued business with this store and will continue to share our disgust with entire experience and the store in general.Again, looking forward for the dispute to be resolved.
Regards,
*** ***
December 15, 2014 We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** regarding his transactions with EZPAWN #***located at *** *** ** ***, Bastrop, Texas. According to his Revdex.com Complaint:Employee,create a new contract, for
dollars more but fail to give me then,she put the money towards the itemsNow they want me to pay all finance chargein one in order to be up todayI have items in this location since Ibeen paying all my items monthlyNow the want all of this money at one time? Iam going monday the 15th of december to the storeThis is not right! They needto stop.Upon receipt of Mr* ***’s complaint, I was able toreview all transactional data available in our IT systems, as well as speakwith team members directly. According to our records, Mr* *** has eight pawn loans withthis location. Payment history on theseitems reflects that Mr* *** has been unable to make timely payments; sixof the eight loans are already past the final due date and could be placed intostore inventory at any time. Our teammembers have been extremely flexible and understanding of Mr* ***’sfinancial needs and situation; he has been allowed a great deal of extra timeand opportunity to pay the balances due on his pledged goods. In order to prevent his pledged goods from becoming storeproperty due to the extended time without loan payments, and with theunderstanding of Mr* ***, our team members allowed Mr* *** to take anadditional loan, offered him the maximum loan amount possible for his pledgedgoods, and allocated the payments across his outstanding loan balances to allowMr* *** a few extra days to make payments. Mr* *** assured the Store Manager he would be in to pay the balancesdue on his items by December 15, and stated he understood that, by makinga small payment he was showing good faith, but six of his loans were still pastthe final due date. Pawn loans are day loans, with principle and fees paid onthe due date in order for the customer to maintain ownership of their pledgedgoods. If customers choose not to pay thefull amount on the due date, they may choose to pay fees only and renew theloan for another thirty days, or make an incremental payment to extend the duedate by paying 1/30th of the fee for each day of extension. Fees accrue on the loan daily, and all termsof the loan are printed on the reverse side of the loan ticket.We appreciate Mr* ***’s business, and he is a valuedand respected customer. We will honorthe agreement for Mr* *** to pay his loans to date as of December 15, 2014as previously agreed If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, *** *** **Regulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number***@***com
December 5, 2014Complaint ID ***Dear Ms***:We have received your correspondence regarding complaint ID ***from EZPAWN customer *** *** rejecting our response regarding herinteractions with EZPAWN #*** team members located at *** *** *** ***,Texas. According to her Revdex.com ComplaintRejection response:I rejectingthe response that was given because comparing a customer changing a price isnot true because each item on the product has a decription and a number to itso it is impossible for a customer to achieve this unless your worker compliedwith it on purpose for the customer because I have seen with my own eyes aworker giving a product to a "customer" and then putting the money intheir pocket. So lets be turthful.Also your worker has already contacted me and I have purchased the same itemfor the $that it was priced for when I entered your store by yourworker. Although when I was at the counter waiting to purchase the itemthe same worker that missed priced the item I could tell that she was upsetabout me still be able to purchase the scooter and purposely made the scooterfall to the floor and walked away without picking it up. When I lookedover the counter and saw the scooter on the floor and I asked why was it on thefloor the worker replied she did it(***). So I replied "if itsbroke I will be returning it back to the store". I feel there is noneed to call the corporate office because the District Manger already stated itwill just come back to him.In regards to Ms***’s statement that customer’s cannotchange item prices, I’d like to clarify, I was in no way implying this was thecase with Ms***’s situation. I wasmerely stating that occasionally item prices understood by customers can beincorrect and is not something team members are foreign to handling in theirshops. Pricing misunderstandings can becaused not only by human error by our team members, but also accidentally ascustomers shop about and the tags are moved. It’s not that the item description on the tag is wrong or altered by acustomer, but instead the tag is inadvertently placed on or near an item, and acustomer sees only the price and does not recognize how the error occurs. By citing this for instance I was merelydrawing attention to the fact stores do their best in these situations, it doesoccasionally happen, but sometimes pricing differences are too great.In regards to Ms***’s claims of having seen teammembers put money for an item into their own pocket, I would strongly encourageMs*** to provide more detail so we may investigate further. All items in the stores are in a digitalinventory, and require a digital sale not unlike most retail merchants. This digital inventory system allows not onlyfor tracking of inventory, but also for sales transacted at costs not properly associatedwith an item. Further, our stores haveextensive surveillance systems and can be monitored off site and historicalvideo/images retrieved remotely at any time. With more information from Ms*** we will further examine herclaim.I am pleased to hear the District Manager offered Ms***the scooter at the price she originally saw the item priced; his team will takea store loss for that amount. We hopeher nephew enjoys the scooter. As far asan employee intentionally knocking over the scooter, I will discuss this withmanagement staff as well as review video.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, *** ***Manager of Regulatory Compliance***@ezcorp.com
According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a 7 day deadline to meet their terms or lose a very expensive 18k gold cutbracelet. During a Act of God (a major snow storm) I was unable to make theloans interest payment of $23 and the location stated they...
could not take mypayment over the phone. I've been making interest payments for many months nowon the loan for this bracelet ($1,200 in value). The locations' Asst. Managerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan. 6, Jan. 7, Jan. 8 and Jan. 9th to ensure Iwould not lose my gold bracelet. He gave no indication that my merchandise wasat risk of being lost and further advised that he was waiting on approval fromhis manager/corporate offices (hence my follow up calls to him everyday). OnSaturday, Jan. 10th I called and spoke with the Manager, [redacted]. she stated shecalled me on Jan. 9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan. 9th) and he never indicated youneeded to speak with me, in fact based on my many conversations with [redacted] I wasunaware the store even had a manager. [redacted] led me to believe that I'vealready lost my merchandise and/or loans' monthly interest payments optionscontinuing. She stated she sent a message to her manager/corporate offices andis awaiting a reply back. I called her 3 times throughout the day, at the endof the day she stated you can get the bracelet back but we're going to needmore money for your payment. Very confused and concerned I contacted EZCorporate offices by email. The following Monday, Jan. 12 or 13th, a man named[redacted] called me ([redacted] was also present for the call), they went back and forthon options are available. [redacted] claimed to be her manager; however, he seemedmore uncertain and inconsistent with quoting what policy or is not than [redacted]did. In the end he stated I can pay $206.41 to get my bracelet back or $106.41to continue with the loan interest payments and offered a deadline of Jan.19th.I've been paying $23 interest on this loan for several months, neither $106 or$206 was available within 7 days. There where [redacted] left things. Upon receipt of Ms. [redacted]’s complaint, I reviewed all available IT system data as well as spoke with team members at EZPAWN #[redacted]and the District Manager for the area.Ms. [redacted]'s Final Due Date for her loan payment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 2015. January 6th her loan dropped due to non-paymentand was placed into inventory on January 7th. EZPAWN utilizes a central facility forjewelry processing in Austin, Texas on Wednesday, January 7, 2015 the item was processedand transferred to this facility via UPS. On the evening of January 7th, Ms. [redacted] contacted the location andspoke with assistant manager, [redacted]. At this time she stated she had not been ableto make it to the store the previous day (January 6th) to make payment dueweather conditions in the area. However, by the time Ms. [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility. Mr. [redacted] advisedMs. [redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated Ms. [redacted]needed to follow up with him on Thursday to discuss further options. On ThursdayMr. [redacted] notified Ms. [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Friday morning, January 9, 2015, #[redacted] Store Manager was able to speak directly withcentral jewelry processing team members and make arrangements for the item tobe returned. The Store Manager immediately called Ms. [redacted], but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full. Ms. [redacted] called location #[redacted] later that day andthe Store Manger advised Ms. [redacted] there were two options moving forward: 1) Pay principle and interest accrued or 2)pay only interest accrued to date and place the item into loan status. Ms. [redacted] was not satisfied with these optionsand was provided a contact number for customer service.The District Manager for this location then contacted Ms. [redacted] via telephone, andadvised her of the two options previously discussed. The District Manager and Ms. [redacted] agreed tohave Location #[redacted] hold the item until the following week, without accruingadditional interest, in order for Ms. [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. Ms. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms. [redacted]’s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92days before the loan drops for non-payment. When Ms. [redacted] initiated the pawnloan on April 30, 2014 no payments were received until July 31, 2014. Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional 30 day extension;interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, Ms. [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.At this time, Ms. [redacted]’s item has been placed on hold at location #[redacted]. Ms. [redacted] may purchase her bracelet forinterest accrued and principle due, or place the item back in loan. Inorder to determine an exact amount due for purchase or re-loan, Ms. [redacted] willneed to determine the day she will pay her loan and it will be calculated. We will hold Ms. [redacted]’s item until February13, 2015.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, [redacted]Manager of Regulatory Compliance
December 8, 2014Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer Brandi [redacted] regarding her transactions with EZPAWN #[redacted]located at Austin, Texas. According to herRevdex.com Complaint:I pawned my iPad mini somemonths back. When I...
placed it with the pawnbroker the lady that was workingbehind the counter told me to remove my passwords, so that if anythinghappened, they could wipe the memory, or master reset my iPad. I said that wasfine, because I had already suggested that I could do it, just in case. I haveiCloud, which backs up everything, linked to my iPad. She assured me that itwouldn't be an issue, and I put my iPad into the shop. I received an emailsaying that my iPhone had been removed from the account with my iPad. I thenstarted receiving emails that all of my passwords had been changed. For myiCloud, google, social media, and my banking systems. I freaked out, andtroubleshot as best as I could for a Sunday, and called the company first thingMonday. I spoke with a gentleman named [redacted], who told me that if there was apassword on my iPad, thats why they didn't change it. I told him that therewasn't and he continued to be very flippant with me, until I said that if itwere is girlfriend, wife, or daughter, that he would be a little more upset. Towhich he replied if I was a good woman, and was quiet, that he'd be able toexplain it to me. I get very upset by this and cursed at him, and hung up. Iimmediately called the corporate office, and was told that this was out of thenorm, and was assured that the district manager would call me back that sameday. He called back about an hour and a half ago. I explained the situation tohim, and everything that had happened, and he very glibly said he was sorry,but. It made me fee like the violation of all of my private information wasmeaningless, and that I was wasting his time trying to resolve something that Ifelt that I was wronged by. He also made me feel like I was lying to him. Thenature of some of the pictures, my bank account information, and the otherpersonal information that was on there can not be replaced, it wasn't even supposedto be on there. Upon receipt of Ms. [redacted]’s complaint, numerous EZPAWNteam members have attempted to discuss the situation on several occasions withthe customer in hopes of finding a mutually agreeable solution. However, each call has resulted in Ms.[redacted] hanging up on the EZPAWN team member.We look forward to addressing Ms. [redacted]’s complaint andwish to speak with her directly, especially in light of the sensitive topic. I would ask Ms. [redacted] contact me directlyat ###-###-#### so we may further discuss the situation and determine stepsmoving forward.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, [redacted]Manager of RegulatoryCompliance[redacted]@[redacted].com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]