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COVID-19 CORONAVIRUS UPDATE: PROTECTING OUR TEAM MEMBERS AND CUSTOMERS

COVID-19 CORONAVIRUS UPDATE: PROTECTING OUR TEAM MEMBERS AND CUSTOMERS

The TMX Finance® Family of Companies is continuing our commitment to stay connected with you as we navigate the effects of COVID-19 and take the necessary precautions to limit the spread of the virus in our stores and corporate locations across the country. Our customers and Team Members are this Company’s main priorities. We are focused on maintaining a clean and safe environment to help you take care of your financial needs during this unprecedented time.

WE ARE OPEN TO SERVE YOU

We are constantly monitoring the guidance from the CDC as well as national, state and local health authorities to keep you safe when you visit us. In the states where we do business, according to the city/county public health orders, we are part of the financial sector/industry and are considered an essential business, which allows us to continue serving you in our retail stores.

While our store locations across the country remain open, we have reduced our store operating hours and we have limited the number of people allowed inside at the same time. Our new store hours are as follows:

New Stores Hours (All States Unless Noted Below):

  • Monday-Friday: 10:00 AM – 6:00 PM
  •  Saturday: 10:00 AM – 2:00 PM
  • Sunday: CLOSED

Illinois: (Weekday hours from 9:30 AM – 10:00 AM reserved exclusively for Vulnerable/High Risk consumers)

  • Monday-Friday: 9:30 AM – 6:00 PM
  • Saturday: 10 AM – 2:00 PM
  • Sunday: CLOSED

New Mexico (Curbside ONLY):

  • Monday-Friday: 10:00 AM – 6:00 PM
  •  Saturday: 10:00 AM – 2:00 PM
  • Sunday: CLOSED

To ensure everyone in our Company is taking additional precautionary measures to keep themselves, customers, and our communities safe, we have increased cleaning and sanitizing efforts in our 1,179 stores, two corporate offices, and warehouse. We have instituted Daily Best Practices to ensure the CDC’s clean environment standards are not only met but exceeded. These include:

  • Daily/Hourly/Per Customer Cleaning and Sanitizing: Store common areas, workstations, and commonly touched surfaces including doorknobs, etc. are cleaned and sanitized by Team Members while wearing latex gloves after every customer interaction and/or hourly using products recommended by the CDC.
  • Social Distancing: We have established staggered staffing protocols so everyone working in or visiting our stores can maintain the recommended distance of 6 ft. away from each other. We have also decreased the maximum number of people in a store to either 10 or less depending on state/local health orders. We have also implemented strict guidelines while performing vehicle appraisals where our Team Members will no longer enter your vehicle.
  • Daily Assessment of Symptoms/Exposure: Our Managers assess every Team Member daily to determine if they are experiencing symptoms or have had exposure to COVID-19. Any Team Member who feels ill in any way or who has had any type of exposure to the virus is asked to remain at home.
  • Precautionary Assessment for Customers: Team Members have also been asked to remain watchful for visitors who may present symptoms and kindly ask them to utilize the mobile app or customer portal for payments or return when they feel better. In some cities, we have instituted a Daily Traffic Tracker in accordance with public health orders.

All these measures are in addition to our standard practice and protocols for COVID-19 of following and posting the CDC’s Hand Washing Guidelines in all locations, our Company travel-ban policy, asking sick employees to remain home and not come to work, and making hand sanitizer readily available to everyone in our locations.

VIRTUAL CUSTOMER SERVICE

We are making every effort to ensure your financial needs continue to be met quickly and effectively and offer several ways you can do business with us virtually.

TitleMax® Mobile App

Download the free TitleMax App available in your App Store and link your account information to check your balance, manage your account, view your payment schedule, payoff amount, as well as store information.

Universe Silver™ App

Universe Silver customers can text SILVER to 90123 for a quick link to the app. Download so you can link your account to check your balance, set up direct deposit and much more right from the app!  You can also go online to www.UniverseSilver.com to manage your account.

Online Customer Portal

You can access your account information online by going to account.titlemax.com. This is a web-friendly version of the TitleMax App and provides the same easy access to manage your account.

Availability via Phone:

Our Customer Service Center is available to help answer questions or resolve problems, via phone at 1-800-804-5368.

While all of our stores are operational at this time, we are committed to keeping customers up to date on our website and social media channels.

We have devoted significant resources and efforts to ensure you continue to experience the same reliable services and access you have come to expect from us. We know this is a time of uncertainty, and our customers may have financial impacts as a result of this situation. Please contact your local store or our Customer Service Center if you are affected by COVID-19 and need assistance.

Otto Bielss, President

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