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:06/20/2025

  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.

  The ad for ************* stated that you would get up to a $2500 credit line with 100% guaranteed approval with no annual fees or deposit needed. The first thing they asked for was a $9 a month or $72 a year payment for a subscription which in reality is a credit card fee. After I paid the fee and got approved for a $1100 credit line and finished putting in my information I got a message saying they cant offer me any services at this time. So much for the 100% approval even for those under 600 credit score. They still took the $9 payment I submitted.

  Business Response

  Date: 07/01/2025

  Hello ******,

  We understand your frustration and apologize for the experience you had while signing up for ***. We appreciate you bringing your concerns to our attention, especially regarding the advertisement you saw. Your feedback is valuable, and we've already shared it with our marketing team to review the messaging around our offers. 
  We want to clarify a few points about our service and the application process. While *** aims to help individuals build credit, including those with lower credit scores, our "subscription" fee is for access to the *** app and its features, not a credit card fee. This subscription is separate from any credit line you may be approved for.
  Regarding the 100% approval you mentioned, we do strive to approve as many applicants as possible. However, as part of our commitment to responsible lending and in compliance with federal regulations, we are required to perform several verification checks during the application process. These checks are crucial for confirming identity and ensuring the accuracy of information reported to credit bureaus.
  Unfortunately, your application did not meet the necessary criteria during these internal verification steps, which prevented us from offering services to you at this time. We understand this is disappointing, and we sincerely apologize for any inconvenience or confusion this may have caused. As stated in our Terms of Use, which you can review ***********************************, we reserve the right to refuse service if we cannot verify identity to our satisfaction.
  We want to assure you that since your account setup was not completed, no charges were applied for the subscription.
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23499622
  
  I am rejecting this response because:

  its funny how every other credit application app or website can approve my identity and *** struggles to do so and refuses to work with me to resolve this. Also if I dont pay the subscription fee then I cant access the app meaning I cant access the credit card so YEA its literally a credit card fee but its monthly or yearly not just yearly like a standard card fee.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/07/2025

  Hello ******,
  We appreciate your feedback. 
  The Ava ************ covers more than just the Ava ***** It provides access to all features of the Ava ********* including the Save and Build account, Rent Reporting, and Credit Monitoring. This is why it's structured as a monthly or yearly subscription rather than a one-time annual card fee.
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

• Initial Complaint

  Date:06/19/2025

  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.

  Ive pulled my credit report on identity IQ and have found some inaccurate information that requires removal. I have a new career opportunity coming up and i am also in the process of purchasing a home and I know they will pull my credit and this false information will hurt me Ava finance Account numbers ************************************** this late payment on 06/3024 - 10/2024 requires removal because I paid on time and it is reporting inaccurate dates on late payments and open date and last date active. (which I sent pictures of). If you cannot furnish this bank statement (which is the only legal form of verification), this account must be updated to paid on time or removed for false reporting.

  Business Response

  Date: 06/27/2025

  Hello Demetris,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.

  As a data furnisher, we take our responsibility to report accurate information to the credit bureaus very seriously. While we've confirmed the accuracy of the tradeline, we reviewed the account and - based on that review - submitted an Automated Universal Data (AUD) request on 6/27/2025, to the bureaus to delete the Save and Build Credit tradeline. This deletion will remove all previously reported data related to the account from his/her credit file. Please note that it may take 30 to 60 days from the date of submission for the update to appear on your credit report.

  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at [email protected].

• Initial Complaint

  Date:06/18/2025

  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 Finance has a prpgram where you can save $25 a month and you get the funds back after a year I submitted a withdraw on 6/4/25. They have not sent my funds. *** reached out to customer service numerous times with no help. They dont pick up their phone number thats listed on the site. I left a voicemail and still no assistance. It is now 6/18/25. I was told 7 business days and Id get my funds I still have not received anything. Once I receive my funds I will be closing this account. I do not urge anyone to sign up with them. My credit was not positively impacted at all.

  Business Response

  Date: 06/28/2025

  Hello *******,

  I sincerely apologize for the delay regarding the return of your deposit. We encountered an *** error while processing your withdrawal request. Im pleased to inform you that we have successfully initiated a refund of $300.00 to your Citibank account ending in 1510. Please allow 5-7 business days for the *** to process and reflect in your account.

  For additional resolution details, please review ticket number 280474.
   
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23484665
  
  I am rejecting this response because it has not been resolved. When I log onto the app it still gives the option to withdraw saying that you are unable to deposit to the account I received 2 separate emails saying that the funds would be deposited. I have reached out to customer service on numerous occasions with no real reason as to why you cant deposit into the same account that you were withdrawing funds from.
  

  The primary account sjouke be *********** once I saw that you all still havent deposited I changed it to my *********. Please stop giving me the run around. I was owed those funds 3-5 business days after 6/4/25. We are now approaching July. I have attached proof that you have not initiated the transfer of my funds along with the conflicting emails. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/01/2025

  Hello *******,

  We have confirmed the return of your Save and Build Credit Account Loan deposit was marked successfully processed on June 30, 2025 to the ******** account ending in 1510. Please check your account for the returned funds. There still is a display issue in the app regarding your Save and Build account, this is still being resolved.

  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23484665
  
  I am rejecting this response because nothing has been deposited into my ********* account. Furthermore, I submitted the withdraw to my *********** account. The original request submitted to your platform was to *********** why are you submitting to a secondary account? You all are not cooperating. This has been going on since June 4th. The error message still shows and I still do not have my funds! I submitted yet another request to *********** the ORIGINAL account. I need my funds and please close my account I am never doing business with or recommending your platform to anyone else. This is ridiculous. 

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/07/2025

  Hello *******,
  Our records indicate the return of your Save and Build Account to the ******** account ending in 1510 was successfully completed on June 30, 2025. I have provided you with the transaction details for additional research with Citibank: 
  Transaction ID: ****************************** 
  Start time: 2025-06-27 21:28:52 UTC
  End Time: 2025-06-30 14:54:57 UTC
  The return was processed to the ******** account because it was the most recent withdrawal attempt in the system. We apologize for the confusion.
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23484665
  
  I am rejecting this response because ********* was unable to locate the transaction. I did not initiate a withdraw using ********* and have not received my funds nor has my *** account been closed yet. This is an ongoing issue since 6/4/25. You all have not provided a resolution in regards to getting me my funds. This is absolutely ridiculous at this point you all are stalling with returning my funds. I have separate emails verifying that you all were sending money to *********** which I originally initiated. Why are you sending anything to *********. And again they have not confirmed receipt of anything. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/11/2025

  Hello *******,
  Our records indicate the return of your Save and Build Account to the ******** account ending in 1510 was successfully completed on June 30, 2025. I have provided you with the transaction details for additional research with Citibank: 
  Transaction ID: ****************************** 
  Start time: 2025-06-27 21:28:52 UTC
  End Time: 2025-06-30 14:54:57 UTC
  The return was processed to the ******** account because it was the most recent withdrawal attempt in the system. We apologize for the confusion.
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.
  
  

• Initial Complaint

  Date:06/13/2025

  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 contributed a total of $276 over 12 months to a ************ account through **********************, **** On May 28, 2025, I was informed that the funds could be released. Despite multiple follow-ups (on May 30, June 2, June 5, June 10, June 11, and June 13), *** has yet to release the funds or provide a clear timeline.The company has repeatedly stated the issue is being escalated, but no actual resolution has been provided. I was locked out of my account for a period of time and continue to receive false past due alerts, which I worry could affect my credit.Ive attached screenshots and email correspondence with multiple *** employees, including a Senior Manager, confirming the delay.I am requesting:Immediate return of my $276 Correction of my account status Written confirmation that no negative credit impact will occur

  Business Response

  Date: 06/18/2025

  Hello Fariba,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  
  We want to confirm that, as communicated to you via ticket number 273767, we identified and resolved a processing delay with a payment you made on May 29, 2025. We sincerely apologize for any confusion or inconvenience this may have caused.
  
  We are pleased to inform you that this payment was successfully applied to your Save and Build account.
  
  Your Save & Build Credit account has been closed due to completion of the term, and a return deposit of $253.02 has been issued to your linked bank account. Please be aware that there was a balance due on your Ava Card for $19.98, and a portion of your deposit was utilized to complete this payment.
  
  We also want to clarify that the May 29, 2025 payment was never reported as delinquent to the credit bureaus.
  
  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at [email protected].
  
  

• Initial Complaint

  Date:06/12/2025

  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 had a paid off *** account with no remaining balance due, I even switched out the *** card from my ******* account that I was using *** for with my actual bank account and *** still charged me, *** charged me $45 for nothing, I have receipt proof. Fast forward 2 months later they reported that my account was delinquent and it dropped my credit 36 points. I have receipts of proof the account was in good standing before I closed it, and even receipts the account was closed.

  Business Response

  Date: 06/18/2025

  Hello Sergio,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.

  Unfortunately, we are unable to locate an account with the details you provided. Please contact our support team [email protected] for further assistance. 

  We appreciate your understanding in this matter.
  
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23462670
  
  
  
  I am rejecting this response because:

  My account has since been closed out, the email address was [email protected] phone number 8159318938 sergio j. manzo

  I want the negative remark removed and my money refunded.

  
  
  
  Sincerely,
  
  
  
  Sergio Manzo

  Business Response

  Date: 06/20/2025

  Hello Sergio,

  Unfortunately, we are unable to locate an account with the email address and phone number provided. Please contact our support team [email protected] for further assistance. 

  We appreciate your understanding in this matter.
  

  
  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23462670
  
  
  
  I am rejecting this response because:

  My account is closed. Stop lying! You have my information because you ruined my credit!
  
  
  
  Sincerely,
  
  
  
  Sergio Manzo

• Initial Complaint

  Date:06/06/2025

  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.

  Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.

  Business Response

  Date: 06/13/2025

  Hello April,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. We understand how upsetting situations of identity theft can be. 
  To initiate an investigation into your claim please submit the following to us directly at ******************* or respond to ticket number 279978:
  Provide an Identity Theft Report or Police Report - We have received your FTC report and Affadavit. 
  An identity theft report can be filed with the ************************ (***) at ******************************.
  Alternatively, a police report can be filed with your local law enforcement agency.
  Provide identification documents
  A clear photo of a government-issued ** (e.g., drivers license or passport).
  A selfie holding the same **, ensuring both your face and the ** are clearly visible.
  Answer the Following Questions to Assist in the Investigation:
  How did you first become aware of the account or tradeline in question?
  Have you been a victim of identity theft before? If yes, how recently?
  Have you been notified of any data breaches involving your information? If yes, please provide details about the incident.
  Have you noticed any unfamiliar activity on other accounts you own (e.g., social media, bank accounts, email addresses)? If yes, please describe the activities.
  Could you confirm the email address where you have been receiving our communications?
  Next Steps
  Once we receive the required report, identification documents, and your responses to the questions above, your claim will be escalated to our Risk Operations Team for review.  
  Thank you for your cooperation. Were here to support you every step of the way. If you have any further questions or concerns, please feel free to contact us at *******************.
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  Monthly *** CARD Subscription ending in ******************************************* 7416 For me to switch from monthly to yearly I have to cancelled *** CARD Subscription 5086 I made 4 payments from two different accounts as follow:For *** CARD ENDING in 5086- Monthly Subscription 4/29/25 for $9.80- Monthly Subscription Fee for February 4/29/25 for $26.05- XBOX LIVE SUBSCRIPTION dated 2/23/25 *********** account ending *************************** 7416- Yearly Subscription 5/28/25 $21.76- XBOX LIVE SUBSCRIPTION dated 4/29/25 5/30/25 $66.63- Yearly Subscription Fee I do not owe any XBOX LIVE SUBSCRIPTION because the account was cancelled on 5/30/25. I have enclosed copies of this.

  Business Response

  Date: 06/13/2025

  Hello Tarsha,

  Thank you for bringing this matter to our attention. We value the opportunity to address your concerns. 
  We're happy to confirm that the refund for your Xbox Live transaction was posted to your Ava Card account this morning, June 13, 2025. Please keep in mind that merchant refunds can take up to 10 business days to fully process.
  Regarding your Ava Subscription, it was canceled on May 30, 2025. However, the subscription payment is currently in an active dispute with your bank. Due to this ongoing dispute, we're unable to provide any additional resolution at this time. We kindly ask you to contact your bank and cancel the dispute at your earliest convenience.
  We sincerely appreciate your continued support. Should you have any further questions or concerns, please do not hesitate to reach out to us at [email protected].
  

  
  

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23415201
  
  
  
  I am rejecting this response because:

  Brian S. with AVA Finance told me in an e-mail; to be eligible for a refund of the $66.63 membership fee, the Ava card due payment of $21.76 must be cleared first. Once the due payment is received, AVA Finance will proceed with the refund accordingly. This has not happened as of yet. The membership of $66.63 has posted on May 30, 2025. I have not yet received my refund of $66.63 as promised and I cancelled AVA membership on 5/29/2025.
   
  
  
  Sincerely,
  
  
  
  Tarsha Davis

  Business Response

  Date: 06/16/2025

  Hello Tarsha,

  Thanks for reaching out! I want to clarify the situation with your Ava account, the refund you were offered, and the current status of your bank dispute.

  Your Account's Recent Activity
  On June 4, 2025, our customer support agent offered you a refund for your Ava subscription. This offer was made with the understanding that the outstanding balance on your Ava Card would be paid.
  At that time, there was still a remaining balance on your account because of the Xbox Live transaction you were disputing.
  Good news! We received the refund for the Xbox Live transaction on June 13, 2025. This resolved that specific dispute and brought your Ava Card account balance to $0.
  

  We've since noticed that you initiated a separate dispute with your bank for the Ava Subscription on June 10, 2025. Because there's still an active dispute open with your bank specifically for the Ava Subscription transaction, we can't take any further action or offer additional resolution from our end right now. Our process requires that your bank's dispute be fully resolved before we can proceed.
  
  To help us move forward, please contact your bank and cancel the dispute related to the Ava Subscription at your earliest convenience. Once your bank officially closes that dispute, let us know, and we'll be happy to review your account for any further assistance.
  We appreciate your understanding and cooperation in resolving this.
  

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23415201
  
  
  
  I am rejecting this response because: Ava Finance has not refunded my $66.63 as promised and I will not cancelled anything because this was the issue from the beginning. Ava Finance could have deducted the $21.78 from my membership fees but did not. Ava Finance are still holding my money hostage even after receiving the $21.78 refund. Utilizing my consumer rights has nothing to do with AVA Finance doing the right thing by issuing $66.63 refund so that my bank can resolve the dispute for they will see the refund (credit) of $66.63!

  
  Respectfully,
  
  
  
  Tarsha Davis

• Initial Complaint

  Date:06/02/2025

  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 am filing this complaint to formally report my negative and unresolved experience with Ava Finance.Despite following their instructions and sending the documents requested including confirmation of my email address and the highest quality images available from my phone, the support team has failed to handle my case with any sense of urgency or professionalism. It has now been over 2weeks with no resolution. Instead of addressing my concerns, Ava Finance continues to delay and complicate what should be a simple process.I currently have funds and account activity in question, and I have grown extremely frustrated with the lack of response and the unhelpful nature of their customer service. I have made multiple requests, and at this point, I am demanding the following immediate actions:I want to be contacted directly by a manager or senior representative.I want my account permanently closed and all pending refunds processed, including 9 Netflix-related credits that are still owed to ***** experience with Ava Finance has been nothing short of stressful. Each month brings a new issue, and their support has been consistently slow, unresponsive, and ineffective. Rather than helping me build my credit as advertised, the service has only caused ongoing frustration and *********** make matters worse, I am now being pressured to pay an additional $80 for a service Ive already been paying into for two yearsdespite the unresolved issues. I believe I am being scammed and taken advantage of as a customer.I am requesting the ******************** conduct a full investigation into Ava Finances business practices. Specifically, I would like confirmation that:My account has been closed All refunds have been returned to my bank account in full written confirmation for both actions This has gone on far too long. I am no longer willing to accept vague responses or further delay. I trusted Ava Finance to support my financial growth. Instead, they have only caused me stress and loss.

  Business Response

  Date: 06/13/2025

  Hello *********,

  Thank you for reaching out and bringing your concerns to our attention; we appreciate the opportunity to address them.
  We sincerely apologize for any frustration you experienced with our Support team. After reviewing your recent conversations, we found that you were contacting us from an email address not linked to your *** account. This is why our team followed our standard authentication procedure.
  We require account authentication as a critical security measure to ensure that only the rightful account holder can access or make changes to sensitive information. This protects your personal data, prevents unauthorized access, and safeguards your account from potential fraud or misuse. By providing the necessary authentication, you help us maintain the integrity and security of your account, ensuring your information remains private and protected.
  As an Annual member since June 2023, your subscription was recently up for renewal. We've confirmed that you canceled your *** Subscription within our app on June 4, 2025. Consequently, the Annual Subscription fee for 2025 services was not processed.
  We also want to assure you that *****, a member of our leadership team, is actively working with you to resolve your concerns regarding the refunds posted to your account.
  We appreciate your understanding in this matter. If you have any further questions or concerns, please don't hesitate to contact us directly at ******************************.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23410163
  
  I am rejecting Ava Finances response because the issue remains unresolved. I have not received the refunds owed to me, and their communication throughout this process has been unresponsive, extremely delayed and neglectful. Despite multiple outreach attempts, they failed to handle my concerns in a timely or professional manner. Their response does not address or correct the core issue I am still waiting for the refunds I am entitled to.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 06/16/2025

  Hello *********,

  As previously mentioned, we've confirmed that you canceled your Ava ************ within our app on June 4, 2025. Consequently, the Annual ************ fee in the amount of $78.39 for 2025 services was not processed.

  We also want to assure you that *****, a member of our leadership team, is actively working with you to resolve your concerns regarding the refunds posted to your account.

  We appreciate your understanding in this matter. If you have any further questions or concerns, please don't hesitate to contact us directly at ******************************.

• Initial Complaint

  Date:06/02/2025

  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 opened account A with *** between 09/2024, I never had an issue the auto pay always work. On 12/29/2024 I opened a second account B with *** and used the same banking info for auto pay as the first account and also for the monthly subscription fee. The first payment for account B was due 01/30/2025 & second payment 02/28/2025, not sure why but the auto pay did not work for these payments when I have statements that show the monthly fee was charged just fine. I like to set things to auto and did not realize until 03/07/2025 I missed two payments, I take full responsibility for this. On 3/7/25 I paid $25 for *******, $25 for February, and the payment for March 30th was not due but I paid the $25 in advance. For a total of $75+ fees. I also paid the balance for account A manually. On 04/07/25 I made a manual payment for *****. I attempted to reach out to *** before the late payments were reported to discuss goodwill since ******* was just over 30days late and February was just a week late. Unfortunately there number on ****** is not in service, the number on the app goes directly to a voicemail that I left plenty of messages on and received zero call backs, their email support is non-existent. *** reported ******* as 30 days which was accurate but February as 60 days then March as 90 and ***** was not reported. I have since disputed account B with the credit bureaus but all have said information is accurate.I noticed inaccuracies ********** now shows Jan/paid, Feb/paid, Mar/30-59days late, Apr/blank. Equifax Jan/Paid, Feb/30 days late, Mar/Unknown, Apr/Unknown. Experian shows Jan/Paid, Feb/Late, Mar/Late, Apr/Blank. *** also report account A as being late once for March but I have the bank statements that show an auto pay payment worked for the full amount on 03/06/25. *** also reports the accounts were closed 04/01/2025 but how is that possible if I made a payment on 04/07 and my last payment to close both accounts was made 04/28/25. **** I want *** REMOVED

  Business Response

  Date: 06/10/2025

  Hello ********,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and clarify the details of your *** ************** want to explain how payments are processed for your different *** services:
  Your *** ************ is processed using the linked debit card ending in 0209.
  Payments for your *** **** and Save and Build accounts are processed via ACH from your Plaid-linked bank ************** couldn't find any contact attempts with our Customer Support team from the email address or phone number associated with your complaint or registered account. If you have a ticket number from previous communication, please provide it so we can investigate further. 
  After a detailed review of your account, it has come to our attention that there were three instances of delayed payments. Specifically, the payment for the *** ****, due on January 30, 2025, was received on ***** 7, 2025. Additionally, the payments for the Save and Build account, due on December 30, 2024 and January 30, 2025, were also received on March 7, 2025. Auto-payments were attempted on December 30, 2024 and January 30, 2025, however the payment was not able to be completed, with the reason code returned to us as "Plaid Relink". This specific code indicates that your linked bank account had disconnected from your *** account, preventing the automatic payment from going through.
  We began sending communications regarding these payments on December 30, 2024. These included one notification informing you that a payment was due, followed by three additional reminders as the payment became past due, all sent before the 30-day ***** While these payments were set up for auto-payment, these communications also included a manual payment option to help you make a timely payment within the 29-day grace period.
  Unfortunately, since these payments were received after this grace ******* they were reported as late in accordance with federal payment reporting guidelines. Consequently, we are unable to reverse the late payment status or remove the tradelines. 
  Your *** **** and Save and Build account tradelines were reported to the credit bureaus as Closed in a Paid or Closed Zero Balance status on April 29, 2025, which is the date your *** ************ was cancelled. 
  When you accepted our terms and conditions for the *** **** on September 23, 2024, and for the Save and Build account on December 29, 2024, you agreed to our policy that both positive and negative payment history will be reported to credit reporting agencies. 
  We submit the same credit furnishing file to all three credit bureaus. However, *** has no influence over bureau processing times and cannot guarantee or predict how the bureaus will interpret or reflect your Activity. Activity may reflect differently across bureaus. 
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  

  
  

• Initial Complaint

  Date:06/01/2025

  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.

  apr2023 may2023 jun2023 jul2023 aug2023 sep2023 oct2023 nov2023 dec2023 jan2024 feb2024 mar2024 nov2024 dec2024 are all late payments that i would like to have removed off my account i was having problems with my login at that i had gotten a new number and sent *** 15 emails to have the number changed and they finally changed the number after it was almost a year late and i sent them a goodwill letter i want these late payments and charge off off my credit since it was there fault that my payments was late and my payment was late by 24 dollars so this needs to be removed off my credit

  Business Response

  Date: 06/10/2025

  Hello *****,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify your interactions with our Customer Support team.
  We've reviewed your contact history and found that your inquiries over the past two years have come from five different email addresses.
  Here's a breakdown of the requests we received:
  March 4, 2023: You sent your first request to change your email address. However, we weren't able to process this as a new email address was not provided at that time.
  January 6, 2024: We received another request from you to update your email address. However, we weren't able to process this as a new email address and requested documentation were not provided at that time.
  December 7, 2024: You requested to update your phone number. To protect your account security, we require specific documentation to make phone number changes, which unfortunately wasn't provided with this request.
  To ensure we can assist you promptly and securely, please always use your primary email address on file and provide any requested documentation when making account changes.
  After a detailed review of your account, it has come to our attention that there was one instance of delayed payment. Specifically, the payment for the Ava ***** due on March 24, 2023, was received on December 21, 2024. Auto-payments were attempted on March 24, 2023, April 3, 2023, May 3, 2023, June 5, 2023, July 3, 2023,  August 3, 2023, September 4, 2023, and October 3, 2023, however the payment was not able to be completed, with the reason code returned to us as "Insufficient funds".
  In addition, email and push notifications began on March 24, 2023. At least 4 emails are sent, 1 informing you payment is due and 3 informing you the payment is past due prior to the 30 days past due point. While these payments were on auto-payment, these communications included a manual payment option to facilitate timely payment within the 29-day grace ******* Regrettably, since the payment was received after this period, it was reported as late in accordance with federal payment reporting guidelines. Consequently, we are unable to reverse the late payment status.
  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at ******************************.

  Best Regards