My mother took out a title loan January 2008, I first learned of this loan after my mother had become ill, and was hospitalized for over a month. At which time a representative from Title Max contacted me and stated that she had been trying to reach my mother and was unsuccessful. After she had explained what the business was that she was calling about, I explained to her that my mother had become very ill, and would not be able to be available for an unknown time. The Doctors were doing lots of test but they had no answers and she was getting worse. So this rep. suggested that she contact my self on when payment was due so that we could set up a "promise to pay" date, I said that would be fine that my mother was being compensated by short term disability and the paychecks came in very inconsistantly, so the payments would most likely be late, however always paid with in that month. This Title Max rep. agreed, and stated that she would note the system/computer with such information and make sure that either my sister and or my self would be contacted every month. This happened every month starting September 2008-March 2009, my mother was released from the hospital and after some time at home finally went back to work full time. At this time she was able to speak with Title Max and make "promise to pay" arrangements on her own with still the stipulation that should the payment become really late, or she did not come in to pay, and or they were unable to reach her, they would still use the phone tree system and contact myself, and or my sister. This last August of 2009 my mothers car was repossessed after 14 days of her account being delinquent. My mother received a call from another rep from Title Max the day of the repossession, at the time my mother was NOT informed by this rep that her car was subject to repo. the Title Max rep stated to my mother that her account was in a very bad place and that she needed to set up a "promise to pay" right away. My mother said can my daughter bring the payment first thing in the AM? Title Max rep stated yes, that would be fine. I received a call around 12:30am from my sister stating that there was some one out in her apartment complex parking lot taking the car? She had explained to the repo-man an arrangement was made to satisfy the delinquent status of my mothers account for the morning, this man responded well sorry, I have my orders. I arrive 10 minutes till Title MAx opens the next morning, with the payment as per arrangement between the Title Max rep and my mother the previous day. Once inside, I introduce myself and explain why I am there and what happens now since Title Max has repossessed the vehicle? This rep appears to be confused and starts scrambling around looking for papers (I guess) anything that matches what I am saying, she then looks at her Mess. Mach and states that there is a mess, it could be about my mothers vehicle. Sure enough it was, the man confirmed that he did have my mothers car. She then turns to me and states, well we have to have full payment from debtor now to get back the car? I said..No, you made an arrangment with my mother last evening to come in and pay the delinquent balance with out telling her that the car was scheduled to be repo'd. After this she stared in again confusion, I then realized I would get no where with her and asked for the rep. that I had always dealt with, she explains that she works at the other location in town, which has nothing to do with the one that my mothers account was at. She had switched stores. I requested that she get her on the phone in addition to getting a manager in because this rep was the only one in the building. She contact the manager for that store and while we waited for him, she contacted the rep that I had dealt with. Once in the phone the Title Max rep knew exactly who we were and knew that we had never missed any payment and if it was late, she called us and we came in with the payment once we had set up the "promise to pay". The new rep, states she was unaware of such arrangements that there were no notes in the system/computer, so she had no idea? Once the manager had arrived, the first thing out of his mouth was he was new, and not really for sure on what to do, however text book training was to receive full payment or past due plus repo fee. I then request for him to get any one that is going to take this huge error seriously on the phone and or here. That request put him on the defensive fence and we went back and forth for about 20 minutes repeating. I stated to the manager that I was not leaving until this was resolved and the 2 agents that were there were obviously at a level of authority that they could not ultimately resolve the issue. So at this point the recept/customer serv rep decided to contact the police because they refused to get assistance and I was not leaving. Later that day we had pulled my mothers phone records which indicated that, no calls to or from Title Max at all, except for the one phone call the day, the car was repo'd, the recept/customer serv rep had explained that she had called 3 times and my mother made 2 "promise to pays". Obviously based on the new information we had about the lying Title Max rep we took in this information, to further prove our case, this time to the other store to a manager who seemed to be concerned with a resolution and the rep that we had dealt with since September 2008, once we provided the proof that the other office had lied and did NOT follow the Title Max proceedure, they were very quiet and immediatly got on the phone to contact their District manager, the District Manager stated that he would call them back. They both explained once he contacted them, they would call us. We have never received a call, their system shows that my mother has paid every month and never ever not made a payment on a "promise to pay." Title Max rep made false notes and we have the proof, this rep illegally had my mothers car repossessed, and no one in the Title Max company has made any contacts to follow up with a resolution. I am furious with this entire ordeal, to think that lower income families, whom can not get a decent loan have to come to this type of place to get the cash they need and then this is the end result! I will not stop writing and putting out this complaint until some one from Title Max that remembers why they have a job in the first place takes this GRAVE ERROR seriously!!!