Customer Care Plan: Our Same Care for You, Plus Some Extras
Making ends meet is tough on a normal day. Add in a pandemic and mass layoffs? We're ready for some relief, already! At Speedy Cash, our top priority is caring for our people. That's why we're still here, caring for people like you with direct access to customer support, extra clean stores, or just plain ol' free stuff.
Here's what you can expect from our COVID-19 Customer Care Plan.
Going the extra mile with Customer support
I like complicated phone trees during a financial emergency, said NOBODY. Ever. So we created a dedicated toll-free number (1-855-825-1051) and FAQ web page to answer our customers' most pressing concerns. Our blog also provides some pretty good resources to help during this crisis.
Offering financial relief
We realize that sometimes people just need a break. Depending on each customer’s situation, we encourage our Customer care specialists to provide that break, including:
- Payment waivers
- Interest and fee forgiveness
- Due date changes
- Extended payment plans
- Temporary suspension of returned item fees
We're proud to share that so far, Speedy Cash has granted concessions to nearly 40,000 customers, providing relief to 5% of our active borrowers. And since March 12, we have waived over $1.6 million in payments on over 13,000 loans.
Complying with the CARES Act
Every day Speedy Cash happily complies with all applicable state and federal laws. We owe it to you, our Customers, to keep everything on the up-and-up when it comes to your money. That's why we want you to know that we have also aligned our credit bureau reporting with the CARES Act.
This means that if we grant an accommodation like a payment waiver or due date change, and if the Customer's account was considered current prior to requesting the accommodation, we will continue to report that Customer's loan status as 'current' to the credit bureaus.
Giving away free stuff
Unprecedented times call for unprecedented measures! And to us, that means giving away some free services. As of May 4, we cashed over $19 million of stimulus checks in the U.S. completely free of charge.
Staying open (and cleaning a LOT!)
Since money stuff is pretty important right now for everyone, we've kept our stores open to serve Customers. By reducing our hours to Monday through Saturday, 10am-6pm (closed Sunday), we've been able to rigorously clean and sanitize surfaces on a daily basis. And now we’re happy to report that we've started to extend store hours in some areas.
Taking safety seriously
We want everyone to feel safe doing business with us. While our online services remain open and unchanged to serve Customers from the safety of their homes, we've also been paying special attention to the safety of our stores for those who need to visit in person. That includes enhanced cleaning protocols, strict social distancing and signage, readily available hand sanitizer, and masks for our store operators.
In addition, our stores open early for senior Customers and Customers with compromised health, and Customers are notified if they visited a store where an employee has confirmed they have been exposed to the virus.
Giving back to the frontline
We want to do everything we can to support the healthcare workers fighting COVID-19 on the frontlines. That's why we've teamed up with Frontline Foods to feed local healthcare workers and support local restaurants at the same time. So far we've committed $300,000 to Frontline Foods to start up the Wichita chapter and to support other chapters across the country. In just three weeks, our team delivered more than 4,000 meals to healthcare workers in Wichita.
We've got your back
In times of crisis, people need someone to watch their backs. It's more important now than ever to protect your credit score. We want to do that for you. Without increasing your costs, we've added a little extra to our income and employment verification procedures. We hope to be a responsible lender for you, and we want to continue to serve you now and in the future.
In addition, consider using free resources such as Credit Karma, AnnualCreditReport.com, CreditWise and ExperianBoost to monitor your credit. If your financial situation has changed due to the pandemic, the best thing is to work with your lenders during your hardship. Please contact the Speedy Cash team for assistance if this applies to you.
It is a privilege to serve you over the years, and we will continue to do that now more than ever. No matter what, we're here for you. During the good times, and especially the bad.