February 4, VIA ONLINE PORTAL [redacted] Revdex.com Corporate Office [redacted] *** Re: Complaint ID [redacted] Dear [redacted] :We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her transactions with EZPAWN # [redacted] locatedat [redacted] ***According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a day deadline to meet their terms or lose a very expensive 18k gold cutbraceletDuring a Act of God (a major snow storm) I was unable to make theloans interest payment of $and the location stated they could not take mypayment over the phoneI've been making interest payments for many months nowon the loan for this bracelet ($1,in value)The locations' AsstManagerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan6, Jan7, Janand Jan9th to ensure Iwould not lose my gold braceletHe 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, Jan10th I called and spoke with the Manager, [redacted] she stated shecalled me on Jan9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan9th) 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 optionscontinuingShe stated she sent a message to her manager/corporate offices andis awaiting a reply backI called her 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 paymentVery confused and concerned I contacted EZCorporate offices by emailThe following Monday, Janor 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] didIn the end he stated I can pay $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 $interest on this loan for several months, neither $or$was available within daysThere where [redacted] left thingsUpon receipt of [redacted] ***’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area[redacted] ***s Final Due Date for her loanpayment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 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, the item was processedand transferred to this facility via UPS Onthe evening of January 7th, [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 [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility [redacted] advised [redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated [redacted] ***needed to follow up with him on Thursday to discuss further options On Thursday [redacted] notified [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Fridaymorning, 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 [redacted] ***, but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full [redacted] called location # [redacted] later that day andthe Store Manger advised [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 [redacted] was not satisfied with these optionsand was provided a contact number for customer service.TheDistrict Manager for this location then contacted [redacted] via telephone, andadvised her of the two options previously discussed The District Manager and [redacted] agreed tohave Location # [redacted] hold the item until the following week, without accruingadditional interest, in order for [redacted] to have adequate time and opportunityto make the necessary payment of either $of accrued interest or $principleand accrued interest [redacted] never made payment as discussed nor hasthere been any further communication at this timeMs.***s loan was over days past due, with accrued interest At location # [redacted] all loans are held for 92days before the loan drops for non-payment When [redacted] initiated the pawnloan on April 30, no payments were received until July 31, Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional day extension;interest was not paid in full and continued to accrue Between July 31, and January 6th,2015, [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the days (two months) from April 30,to July 31, when one month’s interest was paid Therefore, after the additional 30+days of non-payment, the loan was past due more than days and dropped.Atthis time, [redacted] ***’s item has been placed on hold at location #*** [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, [redacted] willneed to determine the day she will pay her loan and it will be calculated We will hold [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] Direct Phone [redacted] Fax Number [redacted]
December 8, 2014Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer Brandi [redacted] regarding her transactions with EZPAWN #***located at Austin, Texas According to herRevdex.com Complaint:I pawned my iPad mini somemonths backWhen 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 iPadI said that wasfine, because I had already suggested that I could do it, just in caseI haveiCloud, which backs up everything, linked to my iPadShe assured me that itwouldn't be an issue, and I put my iPad into the shopI received an emailsaying that my iPhone had been removed from the account with my iPadI thenstarted receiving emails that all of my passwords had been changedFor myiCloud, google, social media, and my banking systemsI freaked out, andtroubleshot as best as I could for a Sunday, and called the company first thingMondayI spoke with a gentleman named ***, who told me that if there was apassword on my iPad, thats why they didn't change itI 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 upsetTowhich he replied if I was a good woman, and was quiet, that he'd be able toexplain it to meI get very upset by this and cursed at him, and hung upIimmediately 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 samedayHe called back about an hour and a half agoI explained the situation tohim, and everything that had happened, and he very glibly said he was sorry,butIt 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 byHe also made me feel like I was lying to himThenature 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 thereUpon 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
September 23, RE: Complaint ID # [redacted] ; [redacted] *** After reviewing Mr***’ 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/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] Compliance Manager - Operations
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 they want me to pay! Regards, [redacted]
Complaint: [redacted] I've not been allowed to get this item as promisedWhile at the location the Manager [redacted] stated she was unaware of any of the information regarding the Better Business complaint and my being allowed to get this merchandise backFurther, that they did not have the bracelet at the location as promised in the resolutionShe asked if I wanted to leave the amount due now and then they'll have the bracelet shipped to me to which I declined because they seemed to be unable to find the bracelet, which was odd as I spoke with ***, the AsstManager (that morning) prior to making a trip to their Hammond, IN location from Chicago, IL and she (***) assured me things were in orderShe took my original ref# [redacted] , placed me on hold, returned to phone and stated that all was in orderI asked what is the exact balance and she replied the Manager, [redacted] said she'll have the exact total when you arrive (around $230)I said I'd see her shortly and the call ended
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]
Complaint: [redacted] I am rejecting this response because:Ms [redacted] ***, Regulatory Compliance is failing to read, understand and address the obvious The locations' Store Manager and Assistant Manager were both aware of my coming into the store both date and time Long story short, while at the location, as their live videocamera recordings captured will verify (February 14th), the Manager asked me to leave the amount due and the bracelet could be shipped (sent overnight) once the store actually receives it back It is for these reasons that I felt uncomfortable leaving $with Ms [redacted] when she verified that bracelet had never been returned to that store This business is not operating with ethics and continues to and refuses to address and honor the actuality of conversations (verifiable by their Store's videocamera recordings on February 14th) I'm unsure of what part of this an actual Regulatory Compliance Officer for a large company isn't understanding and even more concerned that this is even legal Again, this vendors' live feed and recorded camera footage can verify, their Store Manager, [redacted] entering into a verbal agreement with me regarding my merchandise on February 14th and that I will receive it back This company's comments and or response continues to blatantly overlook an obvious As well their live footage and video camera recordings supports what I'm saying; the Store Manager stating the bracelet (1) was never returned to the location to begin with (opposite of what their Compliance Officer, [redacted] *** initially stated) and (2) [redacted] , Store Manager asking me to leave payment (full amount due) and then it would be shipped directly to me late, which again, contradicts what this Regulatory Manager, Ms [redacted] is alluding to otherwise Further , I then called the store location the following Sunday or Monday and spoke with Manager [redacted] since I'd not heard back from her confirming the bracelet was actually there now, again, as discussed before she stated the bracelet was there and I COULD come in and get it, she gave me an approximate balance due of $if I picked it up no later than Tuesday, February 17th On Monday, February 16th, later in the day she called (while we were actually in route to Hammond, IN from Chicago, IL) to say that her manager just called and said they cant give it back Go back through the Revdex.com if I want it back The location Assistant Manager, Manager and the Regulatory Compliance Officer, [redacted] *** responding to this inquiry seem to all be on different pagesI would like my valued merchandise back as promised and or replacement value in full refunded Regards, [redacted] ***
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]
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 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,valued 18k Gold diamondcut bracelet backI've not been allowed to get this item as promisedWhile 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 backFurther, that they did not have the bracelet at thelocation as promised in the resolutionShe 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 ***, the AsstManager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she (***) assured methings were in orderShe took my original ref# [redacted] , placed me on hold,returned to phone and stated that all was in orderI 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 callendedI 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 $of accrued interest or $principleand accrued interest Ms [redacted] never made payment as discussed nor hasthere been any further communication at this timeMs***’s loan was over days past due, withaccrued interest At location # [redacted] allloans are held for days before the loan drops for non-payment When Ms[redacted] initiated the pawn loan on April 30, no payments were received untilJuly 31, 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, 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 days (two months) from April 30,to July 31, when one month’s interest was paid Therefore, after the additional 30+days of non-payment, the loan was past due more than days and dropped.At this time, Ms***’s item has been placed onhold at location #*** 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.***’s item until February 13, 2015.Ms[redacted] was offered until February 13, to make payment in full for principleand accrued interest However, Ms***did not contact EZPAWN # [redacted] until February 14, 2015; this was after thecourtesy request to hold Ms***’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] ***
Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] for a replica Fender “Tuff Dog” [redacted] r According to his Revdex.com Complaint, Hunter [redacted] believes the guitar to have been misrepresented by our [redacted] EZPAWN location Mr [redacted] believes, although it was immediately disclosed when he called the store regarding the guitar, the online posting on Craigslist did not sufficiently state the guitar was a replica I reached out the store to clarify the situation, and our team members stated the guitar was listed online and that the ad clearly stated the guitar was not original Further, any customer wishing to purchase the item would have had to come into the store, and the guitar is clearly tagged as a replica The store manager spoke directly with Mr [redacted] and immediately disclosed the guitar was a replica, which was the standard protocol during interactions with other potential purchasers For many of our clients, replica guitars are highly sought after; many customers find originals are simply too difficult to find or too expensive to purchase, especially with the price for many of these original instruments (like this model) far exceeding $5, An original Fender “Tuff Dog” [redacted] r retails for approximately $7,and this replica model was listed at $ Out of an abundance of caution, the ad was removed from Craigslist and our policies regarding the requirement to communicate the replica or original status of this – or any other item – plainly and completely too all customers was reviewed with the store manager and staff If you have any questions or would like further information, please do not hesitate to contact me directly With Regards, [redacted] ** Regulatory Compliance
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 $ Again, it is against corporate policy to purchase plated jewelry items, and these team members were not singling Mr [redacted] outIf you have any questions or would like further information, please do not hesitate to contact me directly With Regards, [redacted] ** Regulatory Compliance
Complaint: [redacted] I am rejecting this response because: I am rejecting the business response because it is a blatant lie. When the loan was initiated I was informed that the interest fee would be $56.00 per month. When I went to EZ Money Loan Services office to pay on my loan I was informed that there would be a different amount due to me being paid once a month. I was informed that the amount would be $105.00 per month instead of $56.00 per month which was told to me by their representative " [redacted] ". I was not properly informed of that information. The initial loan document also supports the information that the interest fee would be $56.00 per month. Futhermore, EZ Money Loan Services is continually making false statements because I did in fact speak to the their District Manager. He acknowledged that the information on the initial loan document did reference $56.00 but he refused to honor it. He also had the audacity to defend the representative " [redacted] " and he said, "I'm sure she did not purposely give you the wrong loan information". Although " [redacted] " is excused of her incompetence, they are punishing me for that. I will not pay a penny on that loan and I am formally requesting that no collection attempts be made from this point forward. Regards, [redacted]
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] Regulatory Compliance ###-###-#### Direct Phone ###-###-#### Fax Number [redacted] @ezcorp.com
Thank you for forwarding Mr [redacted] ’s concerns I hope that the following will help toexplain the terms of the loan agreement that Mr [redacted] signed Mr [redacted] entered a loan agreement on aninstallment loan on 11/12/2014, making his first installment due on 11/AfterMr [redacted] defaulted on the first payment due, EZ electronically submitted thepayment to his bank on 12/03/pursuant to the ACH authorization Mr [redacted] executed at origination The payment wasreturned for insufficient funds on 12/04/Pursuant to the loan agreement,EZ assessed a $insufficient funds charge on that day, and a $late feeon 12/The payment due on 11/was paid on 12/12/Installments 2-eachhad partial payments made by the due date, but were not completely paid untilthe following due date, therefore late fees were assessed to each installmenttotaling $The fees listed on the receipt received by Mr [redacted] arefor the installments 1-that went past dueMr [redacted] has been current on hispayments since 1/23/15; therefore, no further late fees have accruedThepayment receipt reflects all payments made throughout the life of the loan, andthis is why the late fees are listed on the receiptIn regard to the $250payment Mr [redacted] made on 2/6, $was applied to installment and $77.84was applied to installment which totals $Based on this loan history there has been no overcharge tothe accountAll charges to Mr [redacted] ’s account were proper under his loanagreement and all funds paid by Mr [redacted] have been applied to his account.The attachment provided reflects the payments made in total by Mr [redacted] aswell as the amount allocated to each installmentShould you have any questions, please do not hesitate tocontact me at ###-###-####[redacted]
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 $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 himRegards, [redacted]
March 12, 2015Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her recent interactions with EZPAWN#***, located at [redacted] ***., Hammond, Indiana.According to his Revdex.com Complaint:Our $1500.00outdoor all weather flat screen was stolen and pawned at ezpawn 6752indianapolis blvd hammond, in on February 16th, They claim the tv wassold the very next dayWe filed a police report with the Highland Police Deptthe same day it was brought in to their shopThe police never physically wentin to talk to the mgr there they only spoke to her via the phoneThe mgrstated she called the person who supposedly purchased the tv the next day andexplained the tv was stolenShe stated the buyer was thinking of returning thetv because he supposedly called the manufacturer of the tv to purchase anextended warranty but was unable to do so because he is not the original owner.Who does that on mdse from a pawn shop!! I feel being that they know the tv wasstolen property they should have to produce a receipt to the highland police inan effort to retrieve the tvI thought receiving and selling stolen propertyin this country is illegal and a felonyWe only want back what is rightfullyours and so far we have had little or basically no help from the police and/orthe pawn shopIs it worth going to small claims court? Waiting on yourresponse, looking for any advice and or help if possibleWe have the serialnumber as does the police and the pawn shopI truthfully believe that tv wasnever sold but taken home by one of their employees.Upon receipt of Mr [redacted] ‘s complaint I reviewed all available IT system data as well as spoke with teammembers at EZPAWN # [redacted] and the District Manager for the area to betterunderstand the situation According to our records, the first contact wehad with Detective [redacted] of the Highland Police Department was on February 17, Detective [redacted] contacted theEZPAWN # [redacted] via email and inquired whether Mr [redacted] ’s daughter, Ashley [redacted] , had pawned or sold a television, likely on February 16, With this limited information, the StoreManager at the location searched transactional data, and was not able to locatea transaction with Ashley [redacted] and informed Detective [redacted] of this information Sometime after February 17, Mr [redacted] visitedEZPAWN # [redacted] and inquired regarding the television Upon review of information in our IT systems,our Store Manager was able to determine the television did, in fact, passthrough the shop However, given the natureof financial transactions such as pawn transactions as well as the differing informationfrom Mr [redacted] and that provided by Detective Santino, our Team Membersadvised Mr [redacted] they could not disclose specific details regarding thetransaction Mr [redacted] was extremelyagitated at our Team Member’s refusal and left the store promising legalaction Later that evening, a personclaiming to be Detective [redacted] contacted EZPAWN # [redacted] demanding information regardingthe specifics of the television transaction and demanding we have the televisionreturned to our store immediately.Our Team Members were immediately suspicious of this allegedcall from Detective [redacted] as his request and tones were far outside standardlaw enforcement protocol EZPAWN #***’sStore Manager contacted the Detective in the following days and was able toclarify he had only contacted EZPAWN # [redacted] on February 17, 2015; he had NOTmade any follow up contact with our locationAfter this date neither Mr[redacted] nor Detective [redacted] have contacted EZPAWN #*** No hold requests were issued and no specific informationregarding Mr [redacted] ’s television, except that provided by Mr [redacted] while in the location, has ever been communicated to EZPAWN #***.Information in our IT system indicates an associate ofAshley [redacted] sold the television in question to EZPAWN # [redacted] on February13, Per local code, pawn storesmust hold items sold to the business for hours before placing the items intosales inventory The television inquestion was actually held until February 16, and was available for saleless than a day before being purchasedThe customer that purchased this item chose not to provide his/hercontact information and it was not required as the customer also declined aProduct Protection Plan We have nomeans of communicating with the purchaser at this time.We sincerely appreciate Mr [redacted] ’s frustration withthe situation There are protocols forstolen item identification and recovery stipulated by regulations to assurestolen property is identified and returned to the rightful owner, and EZPAWNlocations work diligently to assure all transactions are executed to the letterof the law All customers selling itemsto our locations or entering into pawn transactions attest to the ownership ofthe item, and our associates visually inspect all items taken for these typesof transactions to assure no marks of ownership indicate an item isstolen In this particular instanceEZPAWN # [redacted] followed all regulations for purchasing and selling merchandise;the information provided by law enforcement was not enough to identify thealleged stolen property before it was soldIf you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, [redacted] ***sManager ofRegulatory Compliance
February 10, 2015Re: Complaint ID [redacted] Upon receipt of Ms***’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*** 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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] In response to their claim that we called pretending to be detective [redacted] that is a lie it was officer Garza of the highland police that called and you can verify that with him by calling the police department at 219-838-Officer Garza talked to Luciano at ezpawn and identified himself as a highland police officer and was inquiring on a case that detective Mark [redacted] was working on at the time regarding the stolen tv, if they would check their caller id and/or phone bill it would show the highland police number not ours As per detective [redacted] when he spoke to Nicole Lara she told detective [redacted] she herself contacted the purchaser of the tv and stated that it would probably be returning to the store because the extended warranty he wanted could not be purchased from the manufacturer because he is not the original owner In response to claiming they have no contact information on the purchaser why did the mgr tell detective [redacted] that she called the customer to let him know it was stolen and stated that he was a frequent customer?? I dont understand how with a police report and all the information available we can't get our tv back I cant buy and sell stolen propetry why should ezpawn be able to!!!!!I'm not in the pawn shop business but don't they have to legally keep purchasing and selling records for tax purposes??? Who wouldn't question a yr old girl pawning a outdoor tv with half of a mounting bracket on the back in the original box with the remote
February 4, VIA ONLINE PORTAL [redacted] Revdex.com Corporate Office [redacted] *** Re: Complaint ID [redacted] Dear [redacted] :We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her transactions with EZPAWN # [redacted] locatedat [redacted] ***According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a day deadline to meet their terms or lose a very expensive 18k gold cutbraceletDuring a Act of God (a major snow storm) I was unable to make theloans interest payment of $and the location stated they could not take mypayment over the phoneI've been making interest payments for many months nowon the loan for this bracelet ($1,in value)The locations' AsstManagerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan6, Jan7, Janand Jan9th to ensure Iwould not lose my gold braceletHe 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, Jan10th I called and spoke with the Manager, [redacted] she stated shecalled me on Jan9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan9th) 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 optionscontinuingShe stated she sent a message to her manager/corporate offices andis awaiting a reply backI called her 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 paymentVery confused and concerned I contacted EZCorporate offices by emailThe following Monday, Janor 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] didIn the end he stated I can pay $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 $interest on this loan for several months, neither $or$was available within daysThere where [redacted] left thingsUpon receipt of [redacted] ***’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area[redacted] ***s Final Due Date for her loanpayment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 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, the item was processedand transferred to this facility via UPS Onthe evening of January 7th, [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 [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility [redacted] advised [redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated [redacted] ***needed to follow up with him on Thursday to discuss further options On Thursday [redacted] notified [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Fridaymorning, 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 [redacted] ***, but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full [redacted] called location # [redacted] later that day andthe Store Manger advised [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 [redacted] was not satisfied with these optionsand was provided a contact number for customer service.TheDistrict Manager for this location then contacted [redacted] via telephone, andadvised her of the two options previously discussed The District Manager and [redacted] agreed tohave Location # [redacted] hold the item until the following week, without accruingadditional interest, in order for [redacted] to have adequate time and opportunityto make the necessary payment of either $of accrued interest or $principleand accrued interest [redacted] never made payment as discussed nor hasthere been any further communication at this timeMs.***s loan was over days past due, with accrued interest At location # [redacted] all loans are held for 92days before the loan drops for non-payment When [redacted] initiated the pawnloan on April 30, no payments were received until July 31, Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional day extension;interest was not paid in full and continued to accrue Between July 31, and January 6th,2015, [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the days (two months) from April 30,to July 31, when one month’s interest was paid Therefore, after the additional 30+days of non-payment, the loan was past due more than days and dropped.Atthis time, [redacted] ***’s item has been placed on hold at location #*** [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, [redacted] willneed to determine the day she will pay her loan and it will be calculated We will hold [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] Direct Phone [redacted] Fax Number [redacted]
December 8, 2014Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer Brandi [redacted] regarding her transactions with EZPAWN #***located at Austin, Texas According to herRevdex.com Complaint:I pawned my iPad mini somemonths backWhen 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 iPadI said that wasfine, because I had already suggested that I could do it, just in caseI haveiCloud, which backs up everything, linked to my iPadShe assured me that itwouldn't be an issue, and I put my iPad into the shopI received an emailsaying that my iPhone had been removed from the account with my iPadI thenstarted receiving emails that all of my passwords had been changedFor myiCloud, google, social media, and my banking systemsI freaked out, andtroubleshot as best as I could for a Sunday, and called the company first thingMondayI spoke with a gentleman named ***, who told me that if there was apassword on my iPad, thats why they didn't change itI 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 upsetTowhich he replied if I was a good woman, and was quiet, that he'd be able toexplain it to meI get very upset by this and cursed at him, and hung upIimmediately 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 samedayHe called back about an hour and a half agoI explained the situation tohim, and everything that had happened, and he very glibly said he was sorry,butIt 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 byHe also made me feel like I was lying to himThenature 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 thereUpon 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
September 23, RE: Complaint ID # [redacted] ; [redacted] *** After reviewing Mr***’ 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/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] Compliance Manager - Operations
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 they want me to pay! Regards, [redacted]
Complaint: [redacted] I've not been allowed to get this item as promisedWhile at the location the Manager [redacted] stated she was unaware of any of the information regarding the Better Business complaint and my being allowed to get this merchandise backFurther, that they did not have the bracelet at the location as promised in the resolutionShe asked if I wanted to leave the amount due now and then they'll have the bracelet shipped to me to which I declined because they seemed to be unable to find the bracelet, which was odd as I spoke with ***, the AsstManager (that morning) prior to making a trip to their Hammond, IN location from Chicago, IL and she (***) assured me things were in orderShe took my original ref# [redacted] , placed me on hold, returned to phone and stated that all was in orderI asked what is the exact balance and she replied the Manager, [redacted] said she'll have the exact total when you arrive (around $230)I said I'd see her shortly and the call ended
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]
Complaint: [redacted] I am rejecting this response because:Ms [redacted] ***, Regulatory Compliance is failing to read, understand and address the obvious The locations' Store Manager and Assistant Manager were both aware of my coming into the store both date and time Long story short, while at the location, as their live videocamera recordings captured will verify (February 14th), the Manager asked me to leave the amount due and the bracelet could be shipped (sent overnight) once the store actually receives it back It is for these reasons that I felt uncomfortable leaving $with Ms [redacted] when she verified that bracelet had never been returned to that store This business is not operating with ethics and continues to and refuses to address and honor the actuality of conversations (verifiable by their Store's videocamera recordings on February 14th) I'm unsure of what part of this an actual Regulatory Compliance Officer for a large company isn't understanding and even more concerned that this is even legal Again, this vendors' live feed and recorded camera footage can verify, their Store Manager, [redacted] entering into a verbal agreement with me regarding my merchandise on February 14th and that I will receive it back This company's comments and or response continues to blatantly overlook an obvious As well their live footage and video camera recordings supports what I'm saying; the Store Manager stating the bracelet (1) was never returned to the location to begin with (opposite of what their Compliance Officer, [redacted] *** initially stated) and (2) [redacted] , Store Manager asking me to leave payment (full amount due) and then it would be shipped directly to me late, which again, contradicts what this Regulatory Manager, Ms [redacted] is alluding to otherwise Further , I then called the store location the following Sunday or Monday and spoke with Manager [redacted] since I'd not heard back from her confirming the bracelet was actually there now, again, as discussed before she stated the bracelet was there and I COULD come in and get it, she gave me an approximate balance due of $if I picked it up no later than Tuesday, February 17th On Monday, February 16th, later in the day she called (while we were actually in route to Hammond, IN from Chicago, IL) to say that her manager just called and said they cant give it back Go back through the Revdex.com if I want it back The location Assistant Manager, Manager and the Regulatory Compliance Officer, [redacted] *** responding to this inquiry seem to all be on different pagesI would like my valued merchandise back as promised and or replacement value in full refunded Regards, [redacted] ***
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]
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 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,valued 18k Gold diamondcut bracelet backI've not been allowed to get this item as promisedWhile 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 backFurther, that they did not have the bracelet at thelocation as promised in the resolutionShe 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 ***, the AsstManager (that morning) prior to making a tripto their Hammond, IN location from Chicago, IL and she (***) assured methings were in orderShe took my original ref# [redacted] , placed me on hold,returned to phone and stated that all was in orderI 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 callendedI 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 $of accrued interest or $principleand accrued interest Ms [redacted] never made payment as discussed nor hasthere been any further communication at this timeMs***’s loan was over days past due, withaccrued interest At location # [redacted] allloans are held for days before the loan drops for non-payment When Ms[redacted] initiated the pawn loan on April 30, no payments were received untilJuly 31, 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, 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 days (two months) from April 30,to July 31, when one month’s interest was paid Therefore, after the additional 30+days of non-payment, the loan was past due more than days and dropped.At this time, Ms***’s item has been placed onhold at location #*** 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.***’s item until February 13, 2015.Ms[redacted] was offered until February 13, to make payment in full for principleand accrued interest However, Ms***did not contact EZPAWN # [redacted] until February 14, 2015; this was after thecourtesy request to hold Ms***’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] ***
Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] for a replica Fender “Tuff Dog” [redacted] r According to his Revdex.com Complaint, Hunter [redacted] believes the guitar to have been misrepresented by our [redacted] EZPAWN location Mr [redacted] believes, although it was immediately disclosed when he called the store regarding the guitar, the online posting on Craigslist did not sufficiently state the guitar was a replica I reached out the store to clarify the situation, and our team members stated the guitar was listed online and that the ad clearly stated the guitar was not original Further, any customer wishing to purchase the item would have had to come into the store, and the guitar is clearly tagged as a replica The store manager spoke directly with Mr [redacted] and immediately disclosed the guitar was a replica, which was the standard protocol during interactions with other potential purchasers For many of our clients, replica guitars are highly sought after; many customers find originals are simply too difficult to find or too expensive to purchase, especially with the price for many of these original instruments (like this model) far exceeding $5, An original Fender “Tuff Dog” [redacted] r retails for approximately $7,and this replica model was listed at $ Out of an abundance of caution, the ad was removed from Craigslist and our policies regarding the requirement to communicate the replica or original status of this – or any other item – plainly and completely too all customers was reviewed with the store manager and staff If you have any questions or would like further information, please do not hesitate to contact me directly With Regards, [redacted] ** Regulatory Compliance
We need the information on the store where the transaction took place (address, city, zip).Thank you,
EZ Money does not lend to customers in Montana Thus, this customer has contacted the wrong party
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 $ Again, it is against corporate policy to purchase plated jewelry items, and these team members were not singling Mr [redacted] outIf you have any questions or would like further information, please do not hesitate to contact me directly With Regards, [redacted] ** Regulatory Compliance
Complaint: [redacted] I am rejecting this response because: I am rejecting the business response because it is a blatant lie. When the loan was initiated I was informed that the interest fee would be $56.00 per month. When I went to EZ Money Loan Services office to pay on my loan I was informed that there would be a different amount due to me being paid once a month. I was informed that the amount would be $105.00 per month instead of $56.00 per month which was told to me by their representative " [redacted] ". I was not properly informed of that information. The initial loan document also supports the information that the interest fee would be $56.00 per month. Futhermore, EZ Money Loan Services is continually making false statements because I did in fact speak to the their District Manager. He acknowledged that the information on the initial loan document did reference $56.00 but he refused to honor it. He also had the audacity to defend the representative " [redacted] " and he said, "I'm sure she did not purposely give you the wrong loan information". Although " [redacted] " is excused of her incompetence, they are punishing me for that. I will not pay a penny on that loan and I am formally requesting that no collection attempts be made from this point forward. Regards, [redacted]
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] Regulatory Compliance ###-###-#### Direct Phone ###-###-#### Fax Number [redacted] @ezcorp.com
Thank you for forwarding Mr [redacted] ’s concerns I hope that the following will help toexplain the terms of the loan agreement that Mr [redacted] signed Mr [redacted] entered a loan agreement on aninstallment loan on 11/12/2014, making his first installment due on 11/AfterMr [redacted] defaulted on the first payment due, EZ electronically submitted thepayment to his bank on 12/03/pursuant to the ACH authorization Mr [redacted] executed at origination The payment wasreturned for insufficient funds on 12/04/Pursuant to the loan agreement,EZ assessed a $insufficient funds charge on that day, and a $late feeon 12/The payment due on 11/was paid on 12/12/Installments 2-eachhad partial payments made by the due date, but were not completely paid untilthe following due date, therefore late fees were assessed to each installmenttotaling $The fees listed on the receipt received by Mr [redacted] arefor the installments 1-that went past dueMr [redacted] has been current on hispayments since 1/23/15; therefore, no further late fees have accruedThepayment receipt reflects all payments made throughout the life of the loan, andthis is why the late fees are listed on the receiptIn regard to the $250payment Mr [redacted] made on 2/6, $was applied to installment and $77.84was applied to installment which totals $Based on this loan history there has been no overcharge tothe accountAll charges to Mr [redacted] ’s account were proper under his loanagreement and all funds paid by Mr [redacted] have been applied to his account.The attachment provided reflects the payments made in total by Mr [redacted] aswell as the amount allocated to each installmentShould you have any questions, please do not hesitate tocontact me at ###-###-####[redacted]
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 $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 himRegards, [redacted]
March 12, 2015Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her recent interactions with EZPAWN#***, located at [redacted] ***., Hammond, Indiana.According to his Revdex.com Complaint:Our $1500.00outdoor all weather flat screen was stolen and pawned at ezpawn 6752indianapolis blvd hammond, in on February 16th, They claim the tv wassold the very next dayWe filed a police report with the Highland Police Deptthe same day it was brought in to their shopThe police never physically wentin to talk to the mgr there they only spoke to her via the phoneThe mgrstated she called the person who supposedly purchased the tv the next day andexplained the tv was stolenShe stated the buyer was thinking of returning thetv because he supposedly called the manufacturer of the tv to purchase anextended warranty but was unable to do so because he is not the original owner.Who does that on mdse from a pawn shop!! I feel being that they know the tv wasstolen property they should have to produce a receipt to the highland police inan effort to retrieve the tvI thought receiving and selling stolen propertyin this country is illegal and a felonyWe only want back what is rightfullyours and so far we have had little or basically no help from the police and/orthe pawn shopIs it worth going to small claims court? Waiting on yourresponse, looking for any advice and or help if possibleWe have the serialnumber as does the police and the pawn shopI truthfully believe that tv wasnever sold but taken home by one of their employees.Upon receipt of Mr [redacted] ‘s complaint I reviewed all available IT system data as well as spoke with teammembers at EZPAWN # [redacted] and the District Manager for the area to betterunderstand the situation According to our records, the first contact wehad with Detective [redacted] of the Highland Police Department was on February 17, Detective [redacted] contacted theEZPAWN # [redacted] via email and inquired whether Mr [redacted] ’s daughter, Ashley [redacted] , had pawned or sold a television, likely on February 16, With this limited information, the StoreManager at the location searched transactional data, and was not able to locatea transaction with Ashley [redacted] and informed Detective [redacted] of this information Sometime after February 17, Mr [redacted] visitedEZPAWN # [redacted] and inquired regarding the television Upon review of information in our IT systems,our Store Manager was able to determine the television did, in fact, passthrough the shop However, given the natureof financial transactions such as pawn transactions as well as the differing informationfrom Mr [redacted] and that provided by Detective Santino, our Team Membersadvised Mr [redacted] they could not disclose specific details regarding thetransaction Mr [redacted] was extremelyagitated at our Team Member’s refusal and left the store promising legalaction Later that evening, a personclaiming to be Detective [redacted] contacted EZPAWN # [redacted] demanding information regardingthe specifics of the television transaction and demanding we have the televisionreturned to our store immediately.Our Team Members were immediately suspicious of this allegedcall from Detective [redacted] as his request and tones were far outside standardlaw enforcement protocol EZPAWN #***’sStore Manager contacted the Detective in the following days and was able toclarify he had only contacted EZPAWN # [redacted] on February 17, 2015; he had NOTmade any follow up contact with our locationAfter this date neither Mr[redacted] nor Detective [redacted] have contacted EZPAWN #*** No hold requests were issued and no specific informationregarding Mr [redacted] ’s television, except that provided by Mr [redacted] while in the location, has ever been communicated to EZPAWN #***.Information in our IT system indicates an associate ofAshley [redacted] sold the television in question to EZPAWN # [redacted] on February13, Per local code, pawn storesmust hold items sold to the business for hours before placing the items intosales inventory The television inquestion was actually held until February 16, and was available for saleless than a day before being purchasedThe customer that purchased this item chose not to provide his/hercontact information and it was not required as the customer also declined aProduct Protection Plan We have nomeans of communicating with the purchaser at this time.We sincerely appreciate Mr [redacted] ’s frustration withthe situation There are protocols forstolen item identification and recovery stipulated by regulations to assurestolen property is identified and returned to the rightful owner, and EZPAWNlocations work diligently to assure all transactions are executed to the letterof the law All customers selling itemsto our locations or entering into pawn transactions attest to the ownership ofthe item, and our associates visually inspect all items taken for these typesof transactions to assure no marks of ownership indicate an item isstolen In this particular instanceEZPAWN # [redacted] followed all regulations for purchasing and selling merchandise;the information provided by law enforcement was not enough to identify thealleged stolen property before it was soldIf you have any questions or would like further information,please do not hesitate to contact me directly.With Regards, [redacted] ***sManager ofRegulatory Compliance
February 10, 2015Re: Complaint ID [redacted] Upon receipt of Ms***’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*** 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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] In response to their claim that we called pretending to be detective [redacted] that is a lie it was officer Garza of the highland police that called and you can verify that with him by calling the police department at 219-838-Officer Garza talked to Luciano at ezpawn and identified himself as a highland police officer and was inquiring on a case that detective Mark [redacted] was working on at the time regarding the stolen tv, if they would check their caller id and/or phone bill it would show the highland police number not ours As per detective [redacted] when he spoke to Nicole Lara she told detective [redacted] she herself contacted the purchaser of the tv and stated that it would probably be returning to the store because the extended warranty he wanted could not be purchased from the manufacturer because he is not the original owner In response to claiming they have no contact information on the purchaser why did the mgr tell detective [redacted] that she called the customer to let him know it was stolen and stated that he was a frequent customer?? I dont understand how with a police report and all the information available we can't get our tv back I cant buy and sell stolen propetry why should ezpawn be able to!!!!!I'm not in the pawn shop business but don't they have to legally keep purchasing and selling records for tax purposes??? Who wouldn't question a yr old girl pawning a outdoor tv with half of a mounting bracket on the back in the original box with the remote