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:05/25/2025

  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 have late payments from AVA FINANCE on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

  Business Response

  Date: 06/02/2025

  Hello ******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  Our records indicate that you accepted our terms and conditions on November 3, 2023. Our terms state both positive and negative payment history will be reported to the credit reporting agencies, so you were both informed and signed acceptance.
  After a detailed review of your account, we determined that there was 1 instance of delayed payment. Specifically, the payment for the Ava ***** due on September 8, 2024, was received on October 17, 2024. Auto-payments were attempted on 9/8/2024 and 10/3/2024, however the payment was not able to be completed, with the reason code returned to us as "Insufficient funds".
  Please note that we sent multiple notifications regarding the upcoming and past-due payment. Email and push notifications began on September 11, 2024, to the email address and phone number on file, which match the contact information provided in your inquiry. 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

  
  

• Initial Complaint

  Date:05/23/2025

  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 recently reported ava finance for over charging me and I reported them to BBB . In ava finance response, they claimed they made an error. Today I look at my *** app to check my credit and notice there was an update for for May 22nd and in the explanation it shows that *** reported to the credit bureaus there was an increase in my balance by 19 dollars which had caused a decrease and negative impact on my credit report. Also the keep removing the section where you are supposed to see the impact of your payments made towards your credit score. In the section where it says we will show you changes to your credit as time goes on. Per ****, every thing on my credit report should be reporteling 100 percent and accurately. *** failed to do that. They need to fix this issue else my next complaint will be going to the ****

  Business Response

  Date: 05/27/2025

  Hello ******,
  
  Thank you for reaching out. As previously mentioned, your most recent ******* transactions were posted on April 14, 2025, and May 8, 2025, both for $19.47. Since these transactions occurred within the same statement, your reported current balance for May was $38.94, reflecting a $19.47 increase from the prior statement period. This was not due to an error but rather a timing concern with the ******* transactions processing when the Spend Limit wasn't available.
  
  In the screenshot provided with the described decrease and negative impact your score had actually increased from the previous reporting period. Our credit monitoring feature is currently being fine-tuned to serve our customers even better in the future. Rest assured, the information being reported to the credit bureaus is accurate.

  We truly appreciate your patience and the opportunity to clarify these details. If you have any other questions or need further support, please feel free to contact us at ******************************.
  

  
  

  Customer Answer

  Date: 05/27/2025

  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:05/13/2025

  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 joined *** since February 2025 and paid a yearly subscription so they can report my on time payments to the credit bureaus. I've had several issues with them in the past, with my subscriptions and payments not being processed and I was able to get some resolution but now they are trying to charge me twice the amount of my subscription for ******* which is *****. I haven't missed any payments so I'm not sure why they are trying to charge me twice the amount. I reached out and call their support team through email and phone but they are extremely terrible at responding. I sent an email to inquire about why I was being charged twice, and the representative just didn't even bother to read my email but responded a topic that was unrelated to my inquiry. She responded by referring to my previous *** card which was canceled by their finance team because i had some issues with it. This has made me very quiet upset and they refuse to respond on time. They need to fix this Billing issue so I can make my regular ******* subscription payment. I dont want this issue to cause me to miss any payments because I'm trying to build my credit and dont want any issues. They need to do a better job responding.

  Business Response

  Date: 05/20/2025

  Hello ******, 

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  As previously mentioned, your ******* transaction was initially declining due to the timing between when ******* processes your subscription, when your Ava **** statement updates, and your available Spend Limit. Weve made some adjustments on our end to help prevent this from happening again.
  For reference, your Ava **** statement closes on the 13th of each month. Your most recent ******* transactions posted on April 14, 2025 (due to the earlier issue) and May 8, 2025, both for $19.47. These are your regular monthly charges and not duplicate or double charges. Going forward, your subscription should continue processing on the 8th of each month without issue, unless your Spend Limit is fully utilized at that time.
  Wed also like to clarify there was a clerical error in a previous message regarding the last four digits of your card number, and we've addressed this internally with the agent. That said, based on your inquiry, the agent did follow the correct process by routing your request to our Disputes team for review.
  Lastly, weve confirmed that responses to your inquiries have been sent within 1224 hours of receipt. We truly appreciate your patience and the opportunity to clarify these details. If you have any other questions or need further support, please feel free to contact us at ******************************.

  Best Regards,

  Ava

  Customer Answer

  Date: 05/20/2025

  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:05/11/2025

  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.

  *** is reporting 2 accounts on my credit report. These accounts are not mine nor were they open by me or with my consent. I have filed multiple disputes with *** and will continue to do so until this is resolved. What is really weird is that *** has removed every other account that was reporting on my credit but left these 2. I doubt its a coincidence but these 2 accounts were the only negative ones. Regardless of me not opening these accounts, *** removed the positive ones and left the negatives one. Under **** laws I demand that these 2 accounts be removed. I will be filing a complaint with **** next and WILL an *** complaint if these 2 accounts are not removed in the next 15 days. Please refer to my attachment for more info on these accounts.

  Business Response

  Date: 05/14/2025

  Hello Shyyanna,
  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 262604:
  Provide an Identity Theft Report or Police Report
  An identity theft report can be filed with the ************************ (FTC) 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.  
  We were unable to locate any communication attempts with our Customer Support team regarding your concern. 
  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 *******************.
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23315257
  
  I am rejecting this response because: Those tasks that are being asked are not required for you to remove random accounts from my credit report. On one report there's 1 *** account, on another report there's 2 and on another one there's 4. You guys are the one reporting these accounts so you can see it in your logs. I can provide an ID as identification but I will not being jumping through hoops for accounts that were not open by me. I already filed a complaint with the ****, already sent mail *** disputes directly and will continue to do so. From what I can see *** is a subscription payment service not even an actual credit card that I can use which would make me opening one of your accounts even more ridiculous. If anything your company must provide me with signed contracts, documentation and other logs proving that this is indeed my account. As well as some of the accounts that you guys are reporting have different account numbers with different bureau's for the same account, the whole thing is inaccurate and under FCRA laws must be deleted. Feel free to take your time I will continue filing these disputes until this is resolved. 
  
  Sincerely,
  
  Shyyanna ****

  Business Response

  Date: 05/20/2025

  Hello Shyyanna,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. The below documentation is required for us to properly research your complaint and provide any resolution. 
  To initiate an investigation into your claim please submit the following to us directly at ******************* or respond to ticket number 262604:
  Provide an Identity Theft Report or Police Report
  An identity theft report can be filed with the ************************ (FTC) 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.  
  We were unable to locate any communication attempts with our Customer Support team regarding your concern. 
  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 *******************.
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23315257
  
  I am rejecting this response because: I can and will provide a photo of my ID if that is needed, the rest is tasks only further drag this out. I DID NOT OPEN AN ACCOUNT WITH **** I HAVE NO NEED FOR A SUBSCRIPTION SERVICE THAT PAYS I BELIEVE $25 ONLY. I did not sign any contracts with you guys virtual or otherwise. Under **** laws *** must provide me with proof that I opened this account not me providing you guys with proof that I did not open this account. Like I stated before and will reiterate now, I DID NOT OPEN AN ACCOUNT WITH **** UNDER FCRA LAWS *** MUST PROVE THAT THESE ACCOUNTS ARE MINES. Not only that, on one credit report there's 1 or so accounts being reported, on another there's 2, on another there 4 or more being reported. All have different account numbers as well across each bureau. That is beyond inaccurate and should not be reporting. Feel free to go through all the data *** have regarding the credit reporting regarding my information and you can verify what I am saying. If needed I will submit my ID and only my ID because I did not open this account, nor do I have business with your company and have no need to do more than that cause again under FCRA LAWS *** must verify that I opened these accounts, which I did not. I await your reply!
  
  Sincerely,
  
  Shyyanna ****

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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.

  On April 17th, I checked my report because I was denied my loan on my purchasing my home. I saw that something called Ava Finance had allowed an account to be opened with my information. I filed a Fraud alert with all of the credit bureaus, and on the fraud alert is states no accounts should be opened in my name, without first contacting me on the number listed in the Fraud alert, Ava finance did not do that. Instead they allowed the account to be opened. I filed an *** identity Theft report back in 2021, because I was a victim of identity theft, with multiple cards opened in my name, without my consent. I am asking that this account be completely closed, and the fraudulent information being reported to the credit bureaus be removed. My name is Dexiter ********, my social is ***********, and my date of birth is *********, my address is *******************************************************. I am including my *** fraud alert I filed in 2021, when I was first notified of any fraudulent account being opened in my name, my drivers license to identify me as the real Dexiter ********, and my drivers license shows my correct and current address, which I have never received any communication from Ava Finance about any account being opened with my information. I am waiting for Ava Finance response, and for them to review the details I have provided.

  Business Response

  Date: 05/12/2025

  Hello Dexiter,

  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 261414:
  Provide an Identity Theft Report or Police Report
  An identity theft report can be filed with the ************************ (FTC) 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 *******************.
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23292394
  
  I am rejecting this response because: I have submitted everything Ava finance has requested for me to submit, and I havent received any further response or feedback from them regarding this matter. 
  
  Sincerely,
  
  Dexiter ********

  Business Response

  Date: 05/13/2025

  Hello Dexiter,

  We understand your frustration. We were unable to locate any previous contact attempts with our Customer Support team from the email address provided on your complaint. I can confirm we received a response from you this morning on ticket ******, please work with our Risk Operations team for resolution.

  Best Regards

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23292394
  
  I am rejecting this response because: To the Better Business Bureau, I have replied to the email address Ava finance has sent me, sending them documents of my drivers license and a selfie of me holding my drivers license, including a copy of report number from my FTC identity theft claim back in 2021. Ava Finance is completely refusing to delete this fraudulently opened account, that used my personal information to open it. And I have had a fraud alert on all 3 of my credit files with the 3 major credit bureaus, which last for 7 years and was placed on there in 2021. Which means it doesnt expire until 2028. It clearly states no credit should be opened or extend using my personal information, until calling me, it has my phone number listed on the fraud alert. Ava finance failed to contact me and confirm I authorized this account to be opened, ********************** also failed to protect my personal information. And now requesting I contact the *** for the full report claim, because the report number isnt enough. They are completely violating my rights and financial rights as a consumer, and because Ava finance did not do its job properly in verifying the identity of the person who opened the account, they are trying to get me to go through hoops to have this account removed. 
  

  if necessary I will go directly to the ************************************* and *** and report them for violating my rights as a consumer, and also overstepping their authority & boundaries as a financial institution. They were required to comply with federal regulations and are not. They did not comply with the requirements on my fraud alert to contact me direct at the number listed, they did not even bother to respond to the fact I have a fraud alert on my credit profile, therefore additional verification would be needed, and did not require a picture of my drivers license, social security card, or selfie, when this account was opened to confirm the identity. 
  

  They are working completely backwards, they allowed accounts to be opened without requiring any proof of identity, and when someones identity is stolen and ultimately used to open an account with **********************, they try and make the actual person go through mountains and hills to get the account closed and removed from their credit. 
  

  As we speak, this account is still on my credit profile, reporting negatively, dropping my credit score from 718 to below 600. They are continuing to do damage to my credit, even after having this situation brought to their attention, and sending them countless documents confirming my identity. I want this account closed immediately, and removed from my credit report, and if this cant happen by the end of this week, my intentions are to file suit for damages.
  
  Sincerely,
  
  Dexiter ********

• Initial Complaint

  Date:05/05/2025

  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.

  This letter is a formal dispute regarding the inaccurate reporting of the Ava Finance account on my credit report.There are serious legal issues with this account reporting, including:FCRA 607(b): Incorrect balances and derogatory statuses are being reported, harming my score.FCRA 605: Inconsistent and unverifiable information that should no longer be reported.FCRA 605A/B: Lack of proper handling during fraud alert/extended alert status.FCRA 611: Prior disputes were not properly reinvestigated Given the harm caused by this continued inaccurate reporting, I demand the immediate deletion of the Ava Finance tradeline from my credit report. Please confirm deletion within 30 days as required by law.If this is not resolved in a timely manner, I will file formal complaints with the ***** FTC, and initiate litigation as permitted under FCRA 616 and 617.

  Business Response

  Date: 05/12/2025

  Hello Ashtyn,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  We know this can be confusing, Ava Finance is not a credit reporting agency and is not providing a "consumer report" to any parties. We furnish credit history, positive and negative, to the credit reporting agencies based on the product you opted to receive from us which was the Save and Build Credit. As such, **** 607(b), **** 605, and **** 611 do not apply. Moreover, you did accept our Terms and Conditions on March 30, 2024, during your account setup, and again on April 22, 2024, when signing the Save and Build loan agreement. As outlined in those agreements, both positive and negative payment history are reported to the credit bureaus as part of our standard reporting practices.
  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 Save and Build account, due on January 23, 2025, was received on March 2, 2025. Auto-payments were attempted on January 23, 2025 and February 23, 2025, however the payment was not able to be completed, with the reason code returned to us as "Plaid Relink". This reason code indicates that the linked bank account has disconnected from your *** account.
  In addition, email and push notification began on January 23, 2025. 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 payments were received after this period, they were reported as late in accordance with federal payment reporting guidelines. Consequently, we are unable to reverse the late payment status or delete the tradeline. 
  We noted that you accessed the app on January 24, 2025, February 1, 2025, February 20, 2025 and February 25, 2025 where you would have been presented with the opportunity to complete the outstanding payment prior to delinquency reporting. 
  Regarding FCRA 616 and 617: We have not willfully violated any FCRA provisions.
  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 ******************************.
  

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  *** made up a ****** plus account that I was being charged $32.46 a month for 6 months ****** plus could not locate an account I never had a account and they even checked the *** credit card number throughout their system they found no charge from them to that account number I emailed *** over and over they kept telling me to stop it with ************* couldnt since there wasnt a real account I asked for a new account number for months they just issued a new account number 2 weeks or so ago in which will not allow me to put my legitimate stuff back on and its a secured account. They say they investigate and its legitimate and close the investigation over and over I referred my daughter and now its happening to her account as well! They gave me transaction IDs I gave to ****** again ****** found nothing at all Transaction ID: ************************************ happened on 2024-11-08 Last email to them below I just can not get any help for months now something is wrong with their process I have NEVER had a ****** account ****** was not able to locate an account to cancel and I HAVE BEEN complaining about it the entire time so your investigation is incorrect I have asked to have a supervisor call me because it has been many months of this you all have cost me a lot of money cause you all would not stop the charge not & properly investigate it I had even given yall the ****** plus leads email address to confirm there isnt a account billing to the old credit card number! Now I am not able to even use the new card number this is ridiculous. I referred my daughter and now she has a random account being charged to her just the same I will never refer anyone else! This is seeming shady I am going to check with the bbb to see if there are complaints of this unauthorized made up charges with **** You all need to pull up all the emails and you will see I have been for months complaining about that charge yall owe me months of credits! I need a supervisor

  Business Response

  Date: 05/09/2025

  Hello ******,

  Thank you for bringing this matter to our attention we truly appreciate the opportunity to address your concerns and understand how frustrating this situation has been.

  
  You first reached out to us by phone on January 17, 2025, regarding ******* transactions after three subscription charges had been posted to your Ava ***** At that time, we requested additional information needed to proceed with the dispute, but unfortunately, it wasnt provided. You submitted another dispute request on February 10, 2025, at which point we attempted to clarify details of the dispute which went unanswered. 

  
  In the meantime, we attempted to reach the contact you provided at ******* with all available transaction information from our system. Unfortunately, we did not receive a response or assistance from *******.
  However, as your Ava **** was reissued on March 16, 2025, weve since reversed the ******* transaction from March 9, 2025 as a courtesy.

  
  Upon reviewing the transaction details with our card processor, we confirmed that your Ava **** had been used to sign up for a ****** *** bundle, which could have included *******, Hulu, or *** services and the card details could have been utilized with any of the respective providers.

  
  Additionally, we see that your Ava **** has been actively used for other subscriptions without issue since it was reissued, including the most recent transaction on May 9, 2025.

  
  Regarding your concern about your daughters account for privacy and security reasons, were only able to discuss account details directly with the account holder. Please have her reach out to us directly, and wed be happy to assist her.

  
  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 ******************************.
  

  
  

• Initial Complaint

  Date:05/03/2025

  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.

  ******************************************************************************************************** ************ Date: 5/3/2025 To: BBB BBB ******************************** OR:AVA FINANCE *************************************************]Dispute of Inaccurate Information on Credit Report AVA FINANCE Account Dear ********************** am writing to formally dispute inaccurate information that appears on my credit report related to an account with **********************. The account in question was personally closed by me in March 2024, and I was explicitly told by AVA FINANCE company that there would be no further charges or payments due after that date.However, my credit report now inaccurately shows **nine months of late payments** beyond the account's actual closure date. Even more concerning is that your company lists the account as being finally closed in **February 2025**, which is false. Additionally, the address listed on this account ****************************************************** is not the address associated with the account. The correct address should be *********************************************************************************************.This reporting is a direct violation of the **Fair Credit Reporting Act**, specifically **15 U.S. Code 1681s2(a)(1)(A)**, which prohibits furnishers of information from reporting data to consumer reporting agencies that they know or have reasonable cause to believe is inaccurate.I am requesting that this information be **immediately corrected or removed** from my credit file. Please conduct a full investigation and provide written confirmation once the correction has been made. If you fail to correct this inaccuracy within the required time frame, I will not hesitate to escalate the matter by filing a formal complaint with the ************************** (***), and I will consider taking legal action to protect my rights under federal law.Thank you for your prompt attention to this matter.Sincerely,******* ****

  Business Response

  Date: 05/09/2025

  Hello Orlando,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  I want to clarify that while canceling your *** subscription stops future renewals, it doesnt waive the obligation to repay your *** **** balance. Upon review of your account the *** subscription was cancelled on February 5, 2025 due to nonpayment of your Annual renewal. I also reviewed our records and wasnt able to locate any prior communication from you to our Customer Support team regarding your *** account or *** **** payment. 
  When you signed up for your *** ****, you agreed to our E-SIGN Consent for Electronic Signature and Electronic Delivery of Disclosures and Notices. For your reference, you can review this policy at the following link: *******************************************
  
  We know this can be confusing, while Ava Finance is not a credit reporting agency and is not providing a "consumer report" to any parties. We furnish credit history, positive and negative, to the credit reporting agencies based on the product you opted to receive from us which was the *** ****. Moreover, you did accept our terms and conditions on December 21, 2023, which states both positive and negative payment history will be reported to the credit reporting agencies. 
  
  After a detailed review of your account, we determined that there was one instance of delayed payment. Specifically, the payment for the *** ****, due on March 18, 2024, was never received. Auto-payments were attempted on, 3/18/2024, 4/18/2024, 5/18/2024, 6/18/2024, and 7/18/2024, however the payment was not able to be completed, with the reason code returned to us as "Insufficient funds". The account was subsequently Charged Off on September 17, 2024 with the balance still outstanding on your *** account.
  
  In addition, email and push notification communications started on March 21, 2024. 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 payments were received after this period, they were reported as late in accordance with federal payment reporting guidelines. Consequently, we are unable to reverse the late payment status.
  For your convenience, I have provided a Secure Payment link to clear the outstanding balance on your *** ****: **************************************************;
  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:04/30/2025

  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.

  THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT REPORT. No one has responded to me from this business about who opened the account. This account was not opened by me and I need to work with this business and law enforcement to get this account closed and find the right person who did this so they can be held accountable and it can stop showing up on my credit report and altering me from being successful! I cant get approved for anything because this is the only account negative on my credit report, I have never even heard of this business, I want a copy of the contract as requested via email and phone multiple times but I never received it

  Business Response

  Date: 05/09/2025

  Hello ******,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. I reviewed our records for the email address and phone number provided in your complaint and wasnt able to locate any prior communication from you to our Customer Support team regarding a possible Ava ************** initiate an investigation into your claim, our ************************** requires the following steps to be completed:
  Provide an Identity Theft Report or Police Report
  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?
  Please submit this information at your earliest convenience to ******************** 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. 
  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:04/29/2025

  Type:Customer Service 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 not liable for this debt with AVA FINANCE, I do not have a contract with AVA FINANCE, they did not provide me with the original contract as requested

  Business Response

  Date: 05/09/2025

  Hello Orlando,
  

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

  When you signed up for your Ava ***** you agreed to our E-SIGN Consent for Electronic Signature and Electronic Delivery of Disclosures and Notices. For your reference, you can review this policy at the following link: *******************************************

  I also reviewed our records and wasnt able to locate any prior communication from you to our Customer Support team regarding your Ava *********************** appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.

  Best Regards