On March 23, 2012 Consumer Protection BC ordered Cash Store Financial Inc., more commonly known as The Cash Store or Instaloans, to refund unlawful fees charged to customers in relation to cash cards. These deadlines have passed but Consumer Protection BC continues to be in constant communication with Cash Store Financial Inc. to finalize a refund process that meets our satisfaction. For more information, please read our Question and Answers below.

Please note:

• Eligible refunds are only related to loans taken out from The Cash Store and/or Instaloans in BC.
• Eligible refunds are only for unlawful fees charged for cash cards.
• These refunds are not related to any Cash Store class action suit.

Questions Answered Below:

• What is the refund for?
• I took out a loan in 2008 from The Cash Store and/or Instaloans. Do I qualify?
• How much money could I get back from Cash Store Financial Inc.?
• How do I know if I am eligible?
• How do I get my refund?
• When can I expect a refund for unlawful fees charged on cash cards?
• What is the online refund tracking form?
• If I don’t fill out the online refund tracking form, will I still get a refund?
• What if I can’t remember every loan I took?  Should I still fill out the online refund tracking form?
• Do I have to register every loan separately on the online refund tracking form?
• What if I don’t have my loan documents?
• I went to The Cash Store and/or Instaloans and they were not able to provide information about refunds related to unlawful fees charged on cash cards.  What do I do now? 

What is the refund for?
The refund is for unlawful fees charged for the use of cash cards through The Cash Store and/or Instaloans locations in BC.

I took out a loan in 2008 from The Cash Store and/or Instaloans. Do I qualify?
No, the refund only applies to loans taken out since November 1, 2009 when the British Columbia payday lending law came into force.

How much money could I get back from Cash Store Financial Inc.?
The refunds are limited to unlawful fees charged for cash cards. You will not be refunded for any other fees that were charged and are still responsible for the loan. We estimate that the average refund may range from $7 to $21 per loan.

How do I know if I am eligible?
If you have taken out a payday loan since November 1, 2009 from either The Cash Store and/or Instaloans and were charged unlawful fees for a cash card you may be eligible for a refund.

How do I get my refund?
Cash Store Financial Inc. is responsible for providing refunds. When we know more details, we will share that information with consumers on our website at www.paydayloanrightsbc.ca.  We are encouraging consumers to register their loan with Consumer Protection BC on the online refund tracking form.

When can I expect a refund for unlawful fees charged on cash cards?
On March 23^rd, 2012, Cash Store Financial Inc. was notified of the requirement to reimburse consumers and provide proof of reimbursement to Consumer Protection BC. The 90 day deadline for refunds originally set in the March 23, 2012 Compliance Order has passed. We are currently working with The Cash Store to ensure that all eligible consumers received complete and accurate refunds quickly. Once CPBC is satisfied with The Cash Store refund process a target date for refunds will be set. Please be assured that we are committed to ensuring that all eligible consumers receive accurate refunds from Cash store Financial Inc. We will share updated information as it comes available on our website at www.paydayloanrightsbc.ca.  

What is the online refund tracking form?
In order to ensure that consumers receive refunds, Consumer Protection BC is collecting information from consumers who may be eligible for refunds for unlawful fees charged on cash cards.

If I don’t fill out the online refund tracking form, will I still get a refund?
Cash Store Financial Inc. is responsible for refunding consumers whether or not you have filled out our online refund tracking form. However, the information provided by consumers on the online refund tracking form will help Consumer Protection BC gather information from consumers who believe they may be eligible for a refund for unlawful fees charged on cash cards.

What if I can’t remember every loan I took?  Should I still fill out the online refund tracking form?
The online refund tracking form is one way that Consumer Protection BC will gather information from consumers who believe they may be eligible for a refund a refund for unlawful fees charged on cash cards. Only loans where you paid for a cash card need to be registered. It’s okay if you can’t remember every loan you took out, but please try provide as much information as possible.

Do I have to register every loan separately on the online refund tracking form?
The online refund tracking form is designed to capture information on each potentially eligible loan. If you have information on each loan it is better to enter it separately as it will help us determine how many potential refunds may be expected.

What if I don’t have my loan documents?
Cash Store Financial Inc. is responsible for refunding consumers whether or not they have filled out Consumer’s Protection BC’s online refund tracking form. However, the information provided by consumers on the online refund tracking form will help Consumer Protection BC gather information from consumers who believe they may be eligible for a refund from Cash Store Financial Inc. for unlawful fees charged on cash cards.

I went to The Cash Store and/or Instaloans and they were not able to provide information about refunds related to unlawful fees charged on cash cards.  What do I do now?
Consumer Protection BC is committed to ensuring that all consumers who are eligible for refunds charged unlawful fees for cash cards receive complete and accurate refunds quickly. We will share updated information as it comes available on our website at www.paydayloanrightsbc.ca.