This was responded to on 2/16/2015:February 16, 2015Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] stating she rejects the responseoffered to her complaint regarding her transactions with EZPAWN #[redacted] locatedat [redacted], Hammond, Indiana 46324. According to her Revdex.com Rejection of Resolution:This is regarding complaint #[redacted] that was closed asresolved based on my being able to receive my $1,200 valued 18k Gold diamondcut bracelet back. I've not been allowed to get this item as promised. While atthe location the Manager [redacted] stated she was unaware of any of theinformation regarding the Better Business complaint and my being allowed to getthis merchandise back. Further, that they did not have the bracelet at thelocation as promised in the resolution. She asked if I wanted to leave theamount due now and then they'll have the bracelet shipped to me to which Ideclined because they seemed to be unable to find the bracelet, which was oddas I spoke with [redacted], the Asst. Manager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she ([redacted]) assured methings were in order. She took my original ref#[redacted], placed me on hold,returned to phone and stated that all was in order. I asked what is the exactbalance and she replied the Manager, [redacted] said she'll have the exact totalwhen you arrive (around $230). I said I'd see her shortly and the callended. I would like as clearly stated in the original complaint thatwas supposed to be resolved my merchandise back (an 18K diamond cut goldbracelet) or an equivalent of its replacement valuAs stated in my letter dated February 4, 2015:On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[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, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day 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 onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms.[redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted]did not contact EZPAWN #[redacted] until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]
September 23, 2014
RE: Complaint ID # [redacted]; [redacted]
After reviewing Mr. [redacted]’ complaint we have reversed the ACH taken from his
account. Mr. [redacted] should see the credit to his account in approximately one to two business days.
If Mr. [redacted] has...
incurred any NSF fees as a result of this ACH transaction, EZ would be happy to reimburse
him if he would submit a copy of his bank statement showing the transaction.
We ask that Mr. [redacted] please adhere to the payment plan he discussed with the
store and keep his appointment on 10/1/2014 to make his payment. In the future
if it is necessary for Mr. [redacted] to stop an ACH transaction that has been previously authorized, we would
ask that he allow three business days to ensure it can be stopped. Unfortunately, when he went to the office to
make payment arrangements, he did that on his payment due date the night the ACH was scheduled to run.
I am happy to discuss this matter further, if you should have any questions,
please do not hesitate to contact me at ###-###-####.
Complaint: [redacted]I am rejecting this response because: I rejecting the response that was given because comparing a customer changing a price is not true because each item on the product has a decription and a number to it so it is impossible for a customer to achieve this unless your worker complied with it on purpose for the customer because I have seen with my own eyes a worker giving a product to a "customer" and then putting the money in their pocket. So lets be turthful.Also your worker has already contacted me and I have purchased the same item for the $9.09 that it was priced for when I entered your store by your worker. Although when I was at the counter waiting to purchase the item the same worker that missed priced the item I could tell that she was upset about me still be able to purchase the scooter and purposely made the scooter fall to the floor and walked away without picking it up. When I looked over the counter and saw the scooter on the floor and I asked why was it on the floor the worker replied she did it. ([redacted]). So I replied "if its broke I will be returning it back to the store". I feel there is no need to call the corporate office because the District Manger already stated it will just come back to him. Regards,[redacted]
Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from [redacted] regarding his interactions with EZPAWN [redacted]. According to his Revdex.com Complaint, [redacted] alleges his jewelry was damaged during testing and that the store told him it was not real. According to our IT system records as well as accounts verified by EZPAWN team members at store [redacted] located at [redacted], Houston, Texas, Mr. [redacted] has transacted with the store on numerous occasions. It is and has always been EZPAWN policy to transact only in precious metals; we do not accept precious metal-plated items for purchase or loan. This policy is company-wide and certainly is not specific to any one location or customer. In order to determine if a particular jewelry piece presented for transaction is a precious metal or a precious metal-plated, various means of testing can be performed. However, this testing is not done without the knowledge or consent of the customer and is executed in his/her full view. The testing performed is also done with the uttermost respect for a person’s property and assure the items the pawn store is hoping to invest in are not damaged. Typical testing involves simply placing the jewelry item near a magnet, weighing the item to determine if the weight corresponds to an appropriate weight for precious metals, and other like testing. EZPAWN #[redacted] stated Mr. [redacted]’s jewelry was in no way damaged by the testing. The store manager as well as the district manager both spoke with Mr. [redacted] regarding his complaint, and initially he was simply upset the store would not buy the plated jewelry; he repeatedly stated he demanded the store purchase the items for $550.00. Again, it is against corporate policy to purchase plated jewelry items, and these team members were not singling Mr. [redacted] out. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards, [redacted] Regulatory Compliance
I wanted to touch base with you regarding Complaint [redacted]. I have attempted to contact Mr. [redacted] and have not received a response.
We do not operate any facilities in the state of California, where Mr. [redacted]’s address indicates he resides. Did the customer...
provide any information regarding how/where he did business with EZCORP?
Complaint: [redacted]
I am rejecting this response because: I don't mind paying for the phone but at the price I was quoted when I tried to pick it up not the 234.00 they want me to pay!
Regards,
[redacted]
February 16, 2015We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] stating she rejects the responseoffered to her complaint regarding her transactions with EZPAWN #[redacted] locatedat [redacted] Indianapolis Blvd, Hammond, Indiana 46324. According to her Revdex.com Rejection of Resolution:This is regarding complaint #[redacted] that was closed asresolved based on my being able to receive my $1,200 valued 18k Gold diamondcut bracelet back. I've not been allowed to get this item as promised. While atthe location the Manager [redacted] stated she was unaware of any of theinformation regarding the Better Business complaint and my being allowed to getthis merchandise back. Further, that they did not have the bracelet at thelocation as promised in the resolution. She asked if I wanted to leave theamount due now and then they'll have the bracelet shipped to me to which Ideclined because they seemed to be unable to find the bracelet, which was oddas I spoke with [redacted], the Asst. Manager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she ([redacted]) assured methings were in order. She took my original ref#[redacted], placed me on hold,returned to phone and stated that all was in order. I asked what is the exactbalance and she replied the Manager, [redacted] said she'll have the exact totalwhen you arrive (around $230). I said I'd see her shortly and the callended. I would like as clearly stated in the original complaint thatwas supposed to be resolved my merchandise back (an 18K diamond cut goldbracelet) or an equivalent of its replacement valueAs stated in my letter dated February 4, 2015: On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[redacted]5 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, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day 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 onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms.[redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted] did not contact EZPAWN #[redacted]5 until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance
February 10, 2015Re: Complaint ID [redacted]Upon receipt of Ms. [redacted]’s complaint I reviewed allavailable IT system data as well as reviewed transactional data for all customerswith a like name. After careful reviewof our systems, it appears as though Ms. [redacted] was contacted by mistake due...
toan error by one of our staff. I was ableto confirm there are no current pawn transactions in the name of Ms. [redacted]. Any contact made to Ms. [redacted] was in error;please accept our apologies for any inconvenience or frustration it may have caused.All customers must present a valid, current identification inorder to transact a loan at any EZPAWN location; our Fort Collins, Coloradolocation also requires a print of the customer’s right index finger per localordinance. Ms. [redacted] can be assured allcustomers are verified before transacting, and, again, her name is notassociated with any sort of loan with our stores.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number[redacted]@ezcorp.comTell us why here...
December 3, 2014Complaint ID [redacted] Dear Ms. [redacted]:We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer [redacted] regarding her interactions with EZPAWN teammembers at one of our Beaumont, Texas locations. According to her Revdex.com Complaint, Ms....
[redacted]attempted to purchase an electric scooter she believed was priced at$9.09. Upon reviewing the item in the system,store employees stated they would not honor the ticketed price, even thoughinitially team members indicated the price would be honored.Unlike standard retail businesses, the means by which anitem becomes part of one of our family of pawn store’s retail inventory canvary widely and the cost associated with placing that item for sale is just asvariable. The pawn business model requirescareful attention to detail; there is no category or group of items that arebulk-priced. Instead, each item’s retailprice is individually determined and price tags generated accordingly. As a result, occasionally errors are made. In this instance, the price should have been$99.00 and instead was entered as $9.09. Our team members are human as well, and mistakes occasionallyhappen. In the rare instance a similarsituation occurs – typically when an item price tag has unknowingly been transferredby a customer to another item – our team members work to match the price thecustomer was anticipating. In thisparticular instance, given the huge discrepancy in cost - $99.00 vs. $9.09 - ourteam members simply could not honor the price entered in error. The store would have lost a significantamount of investment – the cost of placing this item in inventory far exceeded$9.00. When team members realized the large discrepancy and the amount of financial loss, they simply could not honortheir initial response. We certainly understand the joy and want for a good deal and we apologize for the inconvenience and confusion this situation caused for thecustomer. If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, [redacted] Regulatory Compliance[redacted] Direct Phone[redacted] Fax Number[redacted].com
October 20, 2014
Re: Complaint ID [redacted]
We have received your correspondence regarding complaint ID
[redacted] as filed by [redacted].
According to Ms. [redacted]’s complaint, she received pawn loans on two
Samsung LG G2 phones on two separate...
occasions.
Ms. [redacted] claims, due to a mistake by the service provider AT&T,
the first Samsung phone pawned was placed on a “blacklist” and due to this
status EZPAWN store [redacted] in [redacted], Oklahoma refused to allow her to pick up
the second Samsung smartphone she placed in pawn until the debt was repaid for
the first phone.
Upon receipt of Ms. [redacted]’s complaint, I reviewed the
transactions within our internal systems, reviewed all interactions with the customer
with our team members at the [redacted], Oklahoma facility, as well as contacted AT&T,
the service provider for the Samsung LG phones which she placed in pawn. According to AT&T, shortly after Ms.
[redacted] placed the first Samsung smartphone into pawn with our organization, she
reported the phone stolen and received a replacement smartphone. AT&T strongly suggested the replacement smartphone
received by Ms. [redacted] is the second smartphone placed into pawn at the same EZPAWN
location. Because the first Samsung LG
pawned was reported stolen by Ms. [redacted], it was locked by AT&T per their protocol. EZPAWN team members discovered the locked
status when the item was later placed into retail inventory after no interest
payments were made. By this time, Ms.
[redacted] had already placed the second smartphone into pawn at the same location.
The EZPAWN team members were in the unusual position of
deciding how to proceed with a customer involved in what could be considered deceptive
practices. As part of our Acceptance of
Goods Policy, team members cannot transact with individuals who might be involved
in criminal activity and our team members decided to cease transacting with Ms.
[redacted] given the information at hand.
From their perspective, Ms. [redacted] had pawned a stolen item.
After reviewing all transaction data and discussing this
particular set of circumstances with our team, the Store Manager at EZPAWN
[redacted] has reached out to Ms. [redacted] to notify her she may pay the amount due on
the pawn loan for the second Samsung LG G2 smartphone and receive her
property. Payment in full for principle
and interest accrued must be made to redeem for her property.
If you have any questions or would like further information,
please do not hesitate to contact me directly.
With Regards,
[redacted]
[redacted]
Regulatory Compliance
###-###-#### Direct Phone
###-###-#### Fax Number
[redacted]@ezcorp.com
This was responded to on 2/16/2015:February 16, 2015Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] stating she rejects the responseoffered to her complaint regarding her transactions with EZPAWN #[redacted] locatedat [redacted], Hammond, Indiana 46324. According to her Revdex.com Rejection of Resolution:This is regarding complaint #[redacted] that was closed asresolved based on my being able to receive my $1,200 valued 18k Gold diamondcut bracelet back. I've not been allowed to get this item as promised. While atthe location the Manager [redacted] stated she was unaware of any of theinformation regarding the Better Business complaint and my being allowed to getthis merchandise back. Further, that they did not have the bracelet at thelocation as promised in the resolution. She asked if I wanted to leave theamount due now and then they'll have the bracelet shipped to me to which Ideclined because they seemed to be unable to find the bracelet, which was oddas I spoke with [redacted], the Asst. Manager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she ([redacted]) assured methings were in order. She took my original ref#[redacted], placed me on hold,returned to phone and stated that all was in order. I asked what is the exactbalance and she replied the Manager, [redacted] said she'll have the exact totalwhen you arrive (around $230). I said I'd see her shortly and the callended. I would like as clearly stated in the original complaint thatwas supposed to be resolved my merchandise back (an 18K diamond cut goldbracelet) or an equivalent of its replacement valuAs stated in my letter dated February 4, 2015:On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[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, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day 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 onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms.[redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted]did not contact EZPAWN #[redacted] until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]
September 23, 2014
RE: Complaint ID # [redacted]; [redacted]
After reviewing Mr. [redacted]’ complaint we have reversed the ACH taken from his
account. Mr. [redacted] should see the credit to his account in approximately one to two business days.
If Mr. [redacted] has...
incurred any NSF fees as a result of this ACH transaction, EZ would be happy to reimburse
him if he would submit a copy of his bank statement showing the transaction.
We ask that Mr. [redacted] please adhere to the payment plan he discussed with the
store and keep his appointment on 10/1/2014 to make his payment. In the future
if it is necessary for Mr. [redacted] to stop an ACH transaction that has been previously authorized, we would
ask that he allow three business days to ensure it can be stopped. Unfortunately, when he went to the office to
make payment arrangements, he did that on his payment due date the night the ACH was scheduled to run.
I am happy to discuss this matter further, if you should have any questions,
please do not hesitate to contact me at ###-###-####.
Sincerely,
[redacted] [redacted]
Compliance Manager - Operations
Complaint: [redacted]I am rejecting this response because: I rejecting the response that was given because comparing a customer changing a price is not true because each item on the product has a decription and a number to it so it is impossible for a customer to achieve this unless your worker complied with it on purpose for the customer because I have seen with my own eyes a worker giving a product to a "customer" and then putting the money in their pocket. So lets be turthful.Also your worker has already contacted me and I have purchased the same item for the $9.09 that it was priced for when I entered your store by your worker. Although when I was at the counter waiting to purchase the item the same worker that missed priced the item I could tell that she was upset about me still be able to purchase the scooter and purposely made the scooter fall to the floor and walked away without picking it up. When I looked over the counter and saw the scooter on the floor and I asked why was it on the floor the worker replied she did it. ([redacted]). So I replied "if its broke I will be returning it back to the store". I feel there is no need to call the corporate office because the District Manger already stated it will just come back to him. Regards,[redacted]
Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from [redacted] regarding his interactions with EZPAWN [redacted]. According to his Revdex.com Complaint, [redacted] alleges his jewelry was damaged during testing and that the store told him it was not real. According to our IT system records as well as accounts verified by EZPAWN team members at store [redacted] located at [redacted], Houston, Texas, Mr. [redacted] has transacted with the store on numerous occasions. It is and has always been EZPAWN policy to transact only in precious metals; we do not accept precious metal-plated items for purchase or loan. This policy is company-wide and certainly is not specific to any one location or customer. In order to determine if a particular jewelry piece presented for transaction is a precious metal or a precious metal-plated, various means of testing can be performed. However, this testing is not done without the knowledge or consent of the customer and is executed in his/her full view. The testing performed is also done with the uttermost respect for a person’s property and assure the items the pawn store is hoping to invest in are not damaged. Typical testing involves simply placing the jewelry item near a magnet, weighing the item to determine if the weight corresponds to an appropriate weight for precious metals, and other like testing. EZPAWN #[redacted] stated Mr. [redacted]’s jewelry was in no way damaged by the testing. The store manager as well as the district manager both spoke with Mr. [redacted] regarding his complaint, and initially he was simply upset the store would not buy the plated jewelry; he repeatedly stated he demanded the store purchase the items for $550.00. Again, it is against corporate policy to purchase plated jewelry items, and these team members were not singling Mr. [redacted] out. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards, [redacted] Regulatory Compliance
I wanted to touch base with you regarding Complaint [redacted]. I have attempted to contact Mr. [redacted] and have not received a response.
We do not operate any facilities in the state of California, where Mr. [redacted]’s address indicates he resides. Did the customer...
provide any information regarding how/where he did business with EZCORP?
Complaint: [redacted]
I am rejecting this response because: I don't mind paying for the phone but at the price I was quoted when I tried to pick it up not the 234.00 they want me to pay!
Regards,
[redacted]
February 16, 2015We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] stating she rejects the responseoffered to her complaint regarding her transactions with EZPAWN #[redacted] locatedat [redacted] Indianapolis Blvd, Hammond, Indiana 46324. According to her Revdex.com Rejection of Resolution:This is regarding complaint #[redacted] that was closed asresolved based on my being able to receive my $1,200 valued 18k Gold diamondcut bracelet back. I've not been allowed to get this item as promised. While atthe location the Manager [redacted] stated she was unaware of any of theinformation regarding the Better Business complaint and my being allowed to getthis merchandise back. Further, that they did not have the bracelet at thelocation as promised in the resolution. She asked if I wanted to leave theamount due now and then they'll have the bracelet shipped to me to which Ideclined because they seemed to be unable to find the bracelet, which was oddas I spoke with [redacted], the Asst. Manager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she ([redacted]) assured methings were in order. She took my original ref#[redacted], placed me on hold,returned to phone and stated that all was in order. I asked what is the exactbalance and she replied the Manager, [redacted] said she'll have the exact totalwhen you arrive (around $230). I said I'd see her shortly and the callended. I would like as clearly stated in the original complaint thatwas supposed to be resolved my merchandise back (an 18K diamond cut goldbracelet) or an equivalent of its replacement valueAs stated in my letter dated February 4, 2015: On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[redacted]5 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, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day 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 onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms.[redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted] did not contact EZPAWN #[redacted]5 until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance
February 10, 2015Re: Complaint ID [redacted]Upon receipt of Ms. [redacted]’s complaint I reviewed allavailable IT system data as well as reviewed transactional data for all customerswith a like name. After careful reviewof our systems, it appears as though Ms. [redacted] was contacted by mistake due...
toan error by one of our staff. I was ableto confirm there are no current pawn transactions in the name of Ms. [redacted]. Any contact made to Ms. [redacted] was in error;please accept our apologies for any inconvenience or frustration it may have caused.All customers must present a valid, current identification inorder to transact a loan at any EZPAWN location; our Fort Collins, Coloradolocation also requires a print of the customer’s right index finger per localordinance. Ms. [redacted] can be assured allcustomers are verified before transacting, and, again, her name is notassociated with any sort of loan with our stores.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance###-###-#### Direct Phone###-###-#### Fax Number[redacted]@ezcorp.comTell us why here...
December 3, 2014Complaint ID [redacted] Dear Ms. [redacted]:We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer [redacted] regarding her interactions with EZPAWN teammembers at one of our Beaumont, Texas locations. According to her Revdex.com Complaint, Ms....
[redacted]attempted to purchase an electric scooter she believed was priced at$9.09. Upon reviewing the item in the system,store employees stated they would not honor the ticketed price, even thoughinitially team members indicated the price would be honored.Unlike standard retail businesses, the means by which anitem becomes part of one of our family of pawn store’s retail inventory canvary widely and the cost associated with placing that item for sale is just asvariable. The pawn business model requirescareful attention to detail; there is no category or group of items that arebulk-priced. Instead, each item’s retailprice is individually determined and price tags generated accordingly. As a result, occasionally errors are made. In this instance, the price should have been$99.00 and instead was entered as $9.09. Our team members are human as well, and mistakes occasionallyhappen. In the rare instance a similarsituation occurs – typically when an item price tag has unknowingly been transferredby a customer to another item – our team members work to match the price thecustomer was anticipating. In thisparticular instance, given the huge discrepancy in cost - $99.00 vs. $9.09 - ourteam members simply could not honor the price entered in error. The store would have lost a significantamount of investment – the cost of placing this item in inventory far exceeded$9.00. When team members realized the large discrepancy and the amount of financial loss, they simply could not honortheir initial response. We certainly understand the joy and want for a good deal and we apologize for the inconvenience and confusion this situation caused for thecustomer. If you have any questions or would like further information, please do not hesitate to contact me directly.With Regards, [redacted] Regulatory Compliance[redacted] Direct Phone[redacted] Fax Number[redacted].com
EZ Money does not lend to customers in Montana. Thus, this customer has contacted the wrong party.
October 20, 2014
Re: Complaint ID [redacted]
We have received your correspondence regarding complaint ID
[redacted] as filed by [redacted].
According to Ms. [redacted]’s complaint, she received pawn loans on two
Samsung LG G2 phones on two separate...
occasions.
Ms. [redacted] claims, due to a mistake by the service provider AT&T,
the first Samsung phone pawned was placed on a “blacklist” and due to this
status EZPAWN store [redacted] in [redacted], Oklahoma refused to allow her to pick up
the second Samsung smartphone she placed in pawn until the debt was repaid for
the first phone.
Upon receipt of Ms. [redacted]’s complaint, I reviewed the
transactions within our internal systems, reviewed all interactions with the customer
with our team members at the [redacted], Oklahoma facility, as well as contacted AT&T,
the service provider for the Samsung LG phones which she placed in pawn. According to AT&T, shortly after Ms.
[redacted] placed the first Samsung smartphone into pawn with our organization, she
reported the phone stolen and received a replacement smartphone. AT&T strongly suggested the replacement smartphone
received by Ms. [redacted] is the second smartphone placed into pawn at the same EZPAWN
location. Because the first Samsung LG
pawned was reported stolen by Ms. [redacted], it was locked by AT&T per their protocol. EZPAWN team members discovered the locked
status when the item was later placed into retail inventory after no interest
payments were made. By this time, Ms.
[redacted] had already placed the second smartphone into pawn at the same location.
The EZPAWN team members were in the unusual position of
deciding how to proceed with a customer involved in what could be considered deceptive
practices. As part of our Acceptance of
Goods Policy, team members cannot transact with individuals who might be involved
in criminal activity and our team members decided to cease transacting with Ms.
[redacted] given the information at hand.
From their perspective, Ms. [redacted] had pawned a stolen item.
After reviewing all transaction data and discussing this
particular set of circumstances with our team, the Store Manager at EZPAWN
[redacted] has reached out to Ms. [redacted] to notify her she may pay the amount due on
the pawn loan for the second Samsung LG G2 smartphone and receive her
property. Payment in full for principle
and interest accrued must be made to redeem for her property.
If you have any questions or would like further information,
please do not hesitate to contact me directly.
With Regards,
[redacted]
[redacted]
Regulatory Compliance
###-###-#### Direct Phone
###-###-#### Fax Number
[redacted]@ezcorp.com