Pawngo

Initial Business Response / [redacted] (1000, 6, 2015/06/17) */ [redacted] signed a service charge only (no monthly principal payments applied) Pawn Ticket Agreement with us on September 16, This Pawn Ticket Agreement was signed using a 14k yellow gold diamond ring as collateral for a $pawn loan with Pawngo [redacted] has been charged her monthly service charge payment of $(as detailed in the Pawn Ticket Agreement) every month starting in October of In May of 2015, we received a Payment Stopped return on [redacted] ***'s monthly service charge paymentThis return is a violation of the agreement that she signed with us; as per company policy, [redacted] was notified via email that her pawn had entered its 10-day delinquency period [redacted] responded to our notice, demanding that we send her items back to her, as she believed that she had already paid off her pawnWe reminded her that her pawn was a service charge only pawn loan and explained to her our repurchase/payoff procedures [redacted] informed us that she had filed a small claims court case against us; we have asked her several times for the contact information for her legal representation and that has not been providedAs a gesture of good faith, we offered [redacted] a chance to repurchase her pawned asset for the amount financed only, removing service charges due and all other fees associated with loan delinquency, the revoked payment, etcShe did not wish to take advantage of this opportunity We have followed our legally binding Pawn Ticket Agreement with [redacted] ***; she has not fulfilled her legal obligation to usWe would be happy to accept the past-due service charges in order to bring [redacted] ***'s pawn current, and we would also be happy to send [redacted] ***'s item back to her once she has paid her pawn balance in full

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Company has reached out to rectify the situation
Sincerely,
*** ***

** *** has contacted Pawngo and we acknowledge that Pawngo did make mistakes that have cost her money We have reached out to ** *** desiring to reach an amicable solution to her claim but she has not been responsive to either telephone or email requests.** *** initially took out a
pawn loan with Pawngo in October of At that time, she chose an "interest only" loan structure In July of 2014, ** *** contacted Pawngo requesting information on how to increase her payment and make additional payments to reduce the principal outstanding, and Pawngo did not provide that form to her because of a staff error On August 11, per ** ***'s request, we sent this form again We have a technology confirmation that ** *** actually received this email and information and in fact opened it two times on the 11th ** *** took no further action at this time and continued to make payments on her loan.Approximately one year later on 8/22/16, ** *** contacted Pawngo again on this matter Apparently this was only after she inspected her banking records and realized that she had continued to make payments At this time, Pawngo sent ** *** information on how to repay her loan - which had the same initial principal amount We have email confirmation that ** *** opened this form promptly on August and 23.On August 29, this issue was escalated by Pawngo's customer service team to me, CEO I reached out by email immediately by both email and phone and ** *** has not engaged to discuss Fundamentally, Pawngo acted in accordance with our contract ** *** was remiss in her review of her own accounts and taking the action to either contact Pawngo again during requesting to increase payments as well as taking any action after August of when she had the information she needed to take actions We are ready to make amends with ** *** and take responsibility for the months of payments that she made between August and August of 2015, however it is only equitable that ** *** take responsibility for her own inaction subsequent to August 2015.I have attempted to communicate this to ** ***, but she has not responded

Initial Business Response /* (1000, 6, 2015/06/17) */
[redacted] signed a service charge only (no monthly principal payments applied) Pawn Ticket Agreement with us on September 16, 2014. This Pawn Ticket Agreement was signed using a 14k yellow gold diamond ring as collateral for a $130.00 pawn loan...

with Pawngo. [redacted] has been charged her monthly service charge payment of $19.50 (as detailed in the Pawn Ticket Agreement) every month starting in October of 2014. In May of 2015, we received a Payment Stopped return on [redacted]'s monthly service charge payment. This return is a violation of the agreement that she signed with us; as per company policy, [redacted] was notified via email that her pawn had entered its 10-day delinquency period.
[redacted] responded to our notice, demanding that we send her items back to her, as she believed that she had already paid off her pawn. We reminded her that her pawn was a service charge only pawn loan and explained to her our repurchase/payoff procedures. [redacted] informed us that she had filed a small claims court case against us; we have asked her several times for the contact information for her legal representation and that has not been provided. As a gesture of good faith, we offered [redacted] a chance to repurchase her pawned asset for the amount financed only, removing service charges due and all other fees associated with loan delinquency, the revoked payment, etc. She did not wish to take advantage of this opportunity.
We have followed our legally binding Pawn Ticket Agreement with [redacted]; she has not fulfilled her legal obligation to us. We would be happy to accept the past-due service charges in order to bring [redacted]'s pawn current, and we would also be happy to send [redacted]'s item back to her once she has paid her pawn balance in full.

Initial Business Response /* (1000, 12, 2015/10/05) */
Founded in 2009, Pawngo is the leading Internet-based pawn lender in the United States, with customers across the United States and literally thousands of transactions completed.
Pawngo's process is transparent and consistent. We base our...

Pawn offers on information provided by a consumer in a brief online application. Further diligence and information can, of course, alter an initial finding of value and offer. Our process is clearly spelled out on our webisite and in our T&C's.
A customer can easily see how the Pawngo process works here: [redacted]
Furthermore on this particular case, [redacted] submitted two Loan Applications, each with two guitars. As such, our system submitted two [redacted] labels.
Regards
Initial Consumer Rebuttal /* (3000, 14, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Typical response from a company that uses bait and switch tactics with little or no common sense. I spoke live with a useless customer service representative at Pawngo regarding the two shipping labels that is referenced in the company's response.
If there were two applications submitted for a total of four guitars to be shipped than two labels weren't going to be enough to ship the four items. Common sense.
Poor business practices exist at Pawngo.
Final Business Response /* (1000, 29, 2015/12/01) */
Mr [redacted]'s response simply ignores the facts and the Terms and Conditions available on Pawngo's website. It is only logical that Pawngo's terms include a provision that a provisional (initial) offer is subject to review and inspection of the potentially pawned goods by our staff at our location. It is not possible to verify authenticity, condition or value without a final inspection. Mr [redacted] is ignoring that clause in Pawngo's terms inappropriately.
Final Consumer Response /* (3000, 31, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need for further action regarding my Revdex.com complaint. The lengthy time between responses from the Pawngo to the Revdex.com inquiries and the avoidance on Pawngo's part to address the basic premise of my original complaint (bait and switch tactics) regarding asking for additional shipping labels on items Pawngo was completely aware of in the original transaction solidifies my stance. This company is dubious at best. So much for customer service. It is very telling when a company hides in its own Terms and Conditions. This is all over asking for additional shipping labels. Pathetic!