Complaints
Customer Complaints Summary
- 59 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am NOT getting a response to three messages sent through their chat service sent to this company regarding the cancellation of my credit building account because I did not want to continue with their rent advantage program. The company gives you an option to add extra credit building power by including your rent, but they continually had issues with connectivity with my bank account so I subsequently asked that I no longer be included in the rent advantage program and because I pointed out the issues I was having they did not want to communicate with me any further. My communication with Andrew at Borrowell was discontinued, despite my request for an answer about staying with BORROWELL, but not with their Rent advantage program.
Business Response
Date: 03/05/2023
One of our agents sent a message to this member on Monday May 1st. If the member has any further questions, they can reply to that email, and we would be happy to assist further.Initial Complaint
Date:28/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for a loan from this company, I was told I was approved for a loan for $1250, effective March. 24th, 2023 for a payment term of 36 months. I signed all the documents required and it was only then I was told that I wouldn't get any money for 36 months. None of that was said in the documents I signed. I also had 2 of my friends read all 8 pages and neither of them saw it either.Business Response
Date: 03/04/2023
We have reached out to the member internally to address their concerns. The member can also refer to pages 2, and 6 of their contract for more information.Customer Answer
Date: 03/04/2023
Complaint: ********
I am rejecting this response because:I had 2 friends look over all pages of the contract I signed and neither of them saw anything about no money upfront. Both of them would be willing to testify to this should this matter be brought to court.
Sincerely,
***** *******Business Response
Date: 13/04/2023
We reached out to the member on April 3rd to clarify which sections of their contract they can reference. We also included a timestamp of their digital acknowledgment that they will not receive any cash.Customer Answer
Date: 14/04/2023
Complaint: ********
I am rejecting this response because:As I previously mentioned, I had 3 of my friends read this contract and neither of them saw anything about having to pay for 36 months before receiving money. And all 3 are willing to testify in court to this.
Sincerely,
***** *******Initial Complaint
Date:31/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BORROWELL Inc. have run 28 credit checks via ******* from June - December 2022 without my permission. That equates to average one credit check per week, some weeks were two credit checks. This is completely unprofessional and absolutely ludicrous. How is it even possible they can run this many checks? I had been notified by my bank about ********** activity on my account, which made me check my ******* credit bureau only to find identity theft. Do BORROWELL not have an internal audit system or fraud alert set up on their side to say hey this is unusual activity to run 28 credit checks on someone within 6mths? Protect yourselves by frequently checking your credit bureaus, both ******* and **********. Even if you are not actively applying for loans or credit cards, please regularly check your credit. Identity theft has risen 3X higher in Canada since the pandemic. Be safe.Business Response
Date: 31/01/2023
One of our agents has responded to this member with next steps on locating the ********** profile.Initial Complaint
Date:12/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I registered to get my credit report a few years ago with Borrowell. Even though i unregistered, they keep sending me promotional emails…. They write at the bottom… “you can unsubscribe at any time by clicking on the unsubscribe button at the end of this email… there is NO unsubscribe button! Can you please check on them to make sure they actually put the option to unsubscribe. I feel they write it down for good look but don’t give the consumer the option.Business Response
Date: 20/01/2023
We will reach out to the member internally to provide options.Customer Answer
Date: 21/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:06/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is in regards to the Rent Advantage program in general, but also about Borrowell's atrocious customer service. I signed up for the service mid-October, and the first two months seemed to go ok. However, my Decemember rent was not detected by the their system, which is highly sensitive to variation in amounts. After I contacted support to explain the variation and to give details, they asked me for a screenshot of my rent payment, which I provided. Fast forward a month. My December rent is still missing, and Borrowell's "support" have said there is some ongoing issue with their verification system, and that they would manually report my rent. Ok, fine. A month is a long time to wait, but if it was just that I would forget about it. However, I also moved at the end of December, and notified them of the address change and that fact that my monthly rent would change, as well as the payee that my rent payments would be sent to. I also requested that they update my banking info. I am waiting on on all of these requests to be fulfilled. Some of the requests have been acknowledged but there is no evidence that they have been acted on, while other requests have gone ignored, and every time I have contacted support there is a long lead time of 3-5 business days min before I get a response. This is compounded by the fact that Borrowell's system does not allow users to update any of their own info, thus requring a long and drawn out support process. It is now January and I am supposed to confirm my rent for the month, but am unable to do so because the bank account on file has become disconnected, and even if it were not it's the wrong account. I am unable to change this myself, only attempt to reconnect the incorrect account. I have been very patient with Borrowell and their slow support, but my patience is now exhausted.Business Response
Date: 10/01/2023
One of our agents will reach out internally regarding the updates on their account.Customer Answer
Date: 10/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:03/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to delete my account with this company but they make it impossible. They give instructions for deleting my account but when I follow the instructions, all I get is a blank page with the company's logo sitting in the middle of it - *** ********. There is no option to even access my account - nothing at all. The instructions are misleading to say the least, ********* *********, and useless. ***** * ******* **** ****** ** ***** *********** ** *** ********* ***** I wish to go through the BBB for resolution rather than deal directly with such a ********* company. Thank you.Business Response
Date: 04/01/2023
We have reached out to the member internally to provide their options, and next steps.Customer Answer
Date: 04/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me ONLY upon receiving confirmation my account is deleted.Until then, this matter is not closed.
Sincerely,
***** ********* *************Business Response
Date: 05/01/2023
We have sent the member an internal confirmation.Customer Answer
Date: 06/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********* *************Initial Complaint
Date:13/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For over a year, BORROWELL has been showing up in my credit report inquiries. I deactivated my account with BORROWELL but they continue to make inquiries into my credit report against my wishes. I've contacted them by email and an agent named Peter reactivated my account! I didn't even request this. All I wanted was for BORROWELL to stop making inquiries into my credit report on a monthly basis. So, not only are they going against my wishes and doing monthly inquiries into my credit report but they've gone ahead and reactivated my account WITHOUT my CONSENT. I don't understand why they keep ignoring my request to stop making inquiries to *******. And to add insult to injury, they reactivated an account that sat "closed" and yet it generated inquiries into my personal information even when my account was closed?! This is a breach of my privacy. I do need assistance from the BBB at this point because my emails to BORROWELL are ignored and my credit report is riddled with BORROWELL intrusive inquiries at every month without my permission/consent. They have got to stop going against consumers wishes. In my case, it's been well over a year of this and it must stop. Thank youBusiness Response
Date: 21/12/2022
We have reached out to the member internally about the status of the account. We are waiting for their reply.
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