Complaints

The 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:01/02/2024

  Type:Billing Issues
  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 purchased this company service to build credit and everything was going good until my personal bank account was compromised and my bank locked my bank card and restricted my bank account. This caused me two receive two late payments (***** days) as the company app would not allow me to pay using my cashapp card or credit card and I couldnt get my bank account unrestricted due to me working 2 jobs, 14 hours a day (Monday-Friday). After catching the account up by having to pay someone to allow me to use their debit card since Ava makes paying them extremely difficult I contacted them asking to get the late payments removed as my payments being late was not my fault and I even attempted to make the payments using multiple payments methods and even had to resort to having to pay somebody to allow me to use their debit card just to pay. The first representative seemed to actually care and seemed to wanna help but the representative she referred me to basically said its nothing they can do because they want to keep the integrity of the credit bureau but as I look on my credit report it says a unsecured loan although the loan is a secured loan and the CD account is the collateral so its obvious the company doesnt care about integrity but doesnt want to do the extra work of removing the late payments. So now not only am I dealing with my bank account being hacked and loss of money but I also have to deal with this company I thought was there to help build my credit, charge me to ruin my credit payment history. I actually like this company but I feel that they can care more about their customers and also have more payment options to prevent problems like this for future customers. It would be great if I could have the account deleted from my credit report as that would decrease the damage done to my credit while also maintaining the integrity of the credit bureau if removal of the late payments isnt possible.

  

  Business Response

  Date: 04/23/2024

  We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly. 
  

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  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.

  Ava is reporting negative material on the account named DEKISTON ******************************* Estate. By neglecting to consider the governments long standing debt and by not providing alternative options to defer from engaging in the increase of the ***************** Ava and its agents has violated consumer protection laws.

  

  Business Response

  Date: 11/17/2023

  Hello. After investigating the user's claims, we have determined that the data furnished to the credit bureaus is accurate and in line with the compliance procedures we are obligated by law. The data reported is accurate and we have the paper trail.

  Please reach out to ************************************ if you have any further questions.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  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 have contacted Ava Finance on numerous occasions about a false account report on my consumer report. I have never signed a contract or been in contact with this company allowing them to furnish or report anything to my consumer report. I've been in contact with one of their agents directly and they did nothing but continuously make false accusations stating that the account was opened by me even though it was not. When I gained knowledge of the account hundreds of dollars had already been pulled from my bank account without my knowledge and I immediately requested the closing of the account. I've tried going about the whole process in a civil manner hoping to get an understanding with the company but they've done nothing but failed to properly investigate and make false accusations. It's to the point now where I have no choice but to consider legal actions being that this account is negatively affecting my consumer report even though it was never opened with my written or oral consent.

  

  Business Response

  Date: 11/17/2023

  Hi *****,

  We have notified the credit department and will be investigating and most likely be removing your account.

  Thanks for reaching out. Please email ************************************ if you want further updates.

  Regards

  **** Aren

  Customer Answer

  Date: 11/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/09/2023

  Type:Billing Issues
  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 have had nothing but problems paying this account and now it hits my report late h*** no I have been trying to pay this account since the due date ever time I got to make a payment the app freezes and when it doesn't its say error can payment dint go throw my bank account has money. But there system never reflected it and now it hit my credit report for 30 points this is unfair to consumer when they try to make there payment and there system say basically no. What are we going todo because I will not stand for a false report when your system did it.

  

  Business Response

  Date: 04/23/2024

   We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly. 
  
  

• Initial Complaint

  Date:06/11/2023

  Type:Billing Issues
  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 applied for account then I received a message saying they cant verify my identity and I lifted the credit freeze I dont know what going on .

  Customer Answer

  Date: 07/14/2023

  Jermmie Davis 

  address ***********************;

  lancater Texas 75134 

   

  my complaint 

  ava has denied my access to credit due to a weird security freeze on my credit report and I already lifted the freeze and Ava is unable to verify my identity 

  

  Business Response

  Date: 04/23/2024

  We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. Thank you for your patience; we are committed to providing you with the best possible service.
  
  

  Customer Answer

  Date: 04/24/2024

  this complaint been almost a year and ** not looking to reapply at this time since my credit score went all the way down due to fraud 

  

  Business Response

  Date: 05/03/2024

   We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly. 
  
  

  Customer Answer

  Date: 05/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************
  
   
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  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.

  Something broke between Ava and Plaid. I'm able to use my ***** Fargo account with Plaid on every other system I've ever had to use it with. Counting up to ten in my head right now. I've been engaging with Ava for days only to have them start off with not comprehending my question and offering me solutions that were irrelevant to my problem, and ending with the agents shrugging their shoulders and telling me to use another account (which I do not have). This EXACT account worked before. I'm not sure why it stopped working, and Ava isn't helping me figure it out or offer any realistic work arounds. As if that wasn't bad enough, because of PLAID breaking and Ava's refusal to actually provide me with ACTIONABLE ITEMS to fix this issue, my credit (specifically payment history) has been negatively impacted. I'm willing to work with Ava to fix this, but it's a constant fight just to get them to understand my problem, and this is the next level in escalation to get them to SOLVE THE PROBLEM not just ***** me off and get it done. If Ava cannot give me technical details as to why my Plaid account (which worked with them before, and currently works on 10+ other products), then I'm formally requesting that every negative item they've reported be removed and we go our separate ways. I did not cause this problem, but I somehow have to suffer a severe credit impact in spite of doing everything in my power to fix this situation. What has Ava done? Taken 5 days to even comprehend my problem, only to shove it in my face "Use another account." A) you don't know if I have the ability to do that. And B) Why should I open an account when it's literally only Ava that I have an issue with. Fix this, get my credit going in the positive direction it was. That's all I want. Late payments aren't my fault if your system issues prevent me from making a payment in any, way shape or form.

  

  Business Response

  Date: 06/06/2023

  Hi,
  We checked with our internal customer service records and this issue has been resolved since you filed the complaint.
  Please reach out to ************************************ if you have any further questions.
  Regards

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  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 currently have a active ava finance subscription registered under an old email address and phone number I no longer have access to. I am currently paying a monthly subscription but would like to update my personal information to my ava finance account. I have contacted ava at the number listed on my credit file but I have been unsuccessful in reaching this company to update my information. This company offers no way of contacting them via phone as the number listed is just a prerecorded message. I have also contacted them via email and received no response

  

  Business Response

  Date: 06/06/2023

  Hi,
  We checked with our internal customer service records and this issue has been resolved since you filed the complaint.
  Please reach out to ************************************ if you have any further questions.
  Regards

• Initial Complaint

  Date:02/28/2023

  Type:Billing Issues
  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 have been trying to get into my account i have a called the number and email support i got a new phone dont remember the icloud or email that i used on the account so that i can pay my balance so it does not go late but i have not got anywhere with this i need a resolution so it dont go late on my credit like asap

  

  Business Response

  Date: 03/08/2023

  Hi *****,

   

  I checked with our customer support team and they have been in touch with you regarding accessing your account. In the last communication you had not responded yet and we are still waiting for the new email you'd like us to switch your account to. If you have any more questions please reach out to ************************************.

   

  Thank you for letting us be with you on your credit journey.

   

  Regards

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  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.

  On 12/15/22, I attempted to open an account with **********************. I received a notice that my identity couldn't be verified and I reached out to Support to request a manual verification, as per the app's instructions. Support requested I provide a picture of my driver's license, social security card, and a selfie, which I submitted on 12/16. I requested updates on 12/20 and 12/27 and was informed the identity verification was still being processed. In January 2023 I e-mailed Ava through the BBB website asking for a resolution to the delay of my identity verification and never received a response. At this point, I am concerned with the lack of response and transparency from Ava because they have copies of my driver's license and social security card and I don't know if they are being used for legitimate or fraudulent purposes. I am simply requesting my identity be verified because I'd still like to open an account with ********************** to help rebuild my credit.

  

  Business Response

  Date: 06/06/2023

  Hi,
  We checked with our internal customer service records and this issue has been resolved since you filed the complaint.
  Please reach out to ************************************ if you have any further questions.
  Regards

  Customer Answer

  Date: 06/06/2023

  
  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.

  Still, it should be noted it took the business over three months to resolve this matter, from first contact on December 15, 2022 to a resolution email received March 22, 2023, blamed by the business on "an unexpected error in the back end."

  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising Issues
  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 had an Ava account until they closed it out of nowhere a few months ago. They have a credit builder program where you pay into the account but cannot access it; however, they closed my account with any advance notice and now Ava has the savings that I contributed and I have no way to get the money. Their customer service response time is not very efficient or helpful. Doesn't seem like they have any interest in actually helping me get to a resolution. Further, accounts that I previously had linked to the app are now "not supported" by Ava, even though Plaid lists my financial institution. I now cannot access my funds as I've tried five different banks to connect and none of them are being accepted by Ava. I've never experienced anything like this where my money is held hostage because of the app's shortcomings.

  

  Business Response

  Date: 06/06/2023

  Hi ******,

  I just checked our system and your wallet balance was refunded to your ********* account on 1/5/2023.

  Please reach out to ************************************ if you have any more questions.

  Regards