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:03/09/2025

  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 apply for credit builder with *** which its mess up my credit score I call afew times to tell them I no longer need their help building my credit I have found someone else to help me out with building my credit score! So please removed me from getting help from them!!

  Business Response

  Date: 03/11/2025

  Hello ******,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  After reviewing our records, we were unable to locate any contact attempts regarding your inquiry. Were here to help, so please dont hesitate to reach out to us directly at ******************** Our team is ready to assist you with any questions or concerns you may have!
  Additionally, you can cancel your *** subscription at any time through the *** **** at your convenience.
  We appreciate your understanding in this matter.
  

• Initial Complaint

  Date:02/28/2025

  Type:Order 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 of ava finance **** I do not have a contract with this collection agency they did not provide with a contract as requested.

  Business Response

  Date: 03/03/2025

  Hello ******,

  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 "debt collector", nor do we send debt to collections. We furnish credit history, positive and negative, to the credit reporting agencies based on the product you may have opted to receive from us.

  We appreciate your understanding in this matter. If you have any account specific questions or concerns, please feel free to contact us at ******************************.
  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23001359
  
  I am rejecting this response because:
  
  
  Hello,
  
  
  Thank you for your response, but it does not resolve my concern. While you state that Ava Finance is not a debt collector and only furnishes credit history, my complaint is regarding [a closed account , an unauthorized inquiry on my credit report].
  
  
  I did not authorize Ava Finance to perform a hard inquiry on my credit report. If you claim otherwise, please provide proof of my explicit consent. If you cannot provide this, I request immediate removal of this inquiry from my credit report.
  
  
  I look forward to your prompt resolution.
  
  
  Sincerely,
  ****** ****** Jr.
  
  
  Let me know if you want to refine this further!
  

  Business Response

  Date: 03/07/2025

  Hello ******,

  Thank you for your follow up inquiry. 

  We dont perform a Hard Inquiry in our application process, however after a product is selected a tradeline is opened on our customers credit report. At which point we begin to furnish credit history, positive and negative, to the credit reporting agencies based on the product you may have opted to receive from us. If you have a closed account reporting on your Credit Report from Ava Finance, this would be indicative of a product cancellation causing a tradeline closure. Due to the public nature of Better Business Bureau responses we are unable to discuss account specific inquiries. If you have any account specific questions or concerns, please feel free to contact us at ******************************.
  

  We appreciate your understanding in this matter.
  

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  ***** *****?*********************************************?************?****************************************************************** CFPB?************************************** Subject: Formal Dispute Under 15 U.S.C. 1681 Unauthorized Reporting and Inquiry Dear CFPB,I am formally disputing the inclusion of an account and/or inquiry on my credit report in violation of my rights under the Fair Credit Reporting Act (FCRA) 15 U.S.C. 1681. Specifically, I never provided written authorization for [Creditor/Company Name] to furnish, report, or obtain my credit information.Under 15 U.S.C. *****, a consumer reporting agency is only permitted to furnish a consumer report under specific circumstances, one of which includes my express written consent. As I never granted such consent, this reporting/inquiry is unlawful and must be removed immediately.Disputed Information:Account Name/Number: ********************** *** -5GJMDYXXXXXXXXXXXXXXXXXXX Inquiry Date(s) and Name of Requestor: [N/A]Requested Action:Immediately remove the unauthorized account and/or inquiry from my credit report.Provide me with documentation proving that I provided written authorization for this account/inquiry, or confirm its deletion.Send me a corrected copy of my credit report reflecting the removal of this unauthorized information.Failure to comply with the **** by continuing to report unauthorized information may result in legal action, including but not limited to seeking damages under 15 U.S.C. 1681n and 15 U.S.C. 1681o for willful and negligent noncompliance.I expect this matter to be investigated and resolved within the required 30-day period under the ****. Please provide written confirmation of your actions regarding this dispute.Sincerely,?***** ***** [Enclosures: Copy of Credit Report Highlighting Disputed Information, Any Supporting Documents]This account was opened fraudulently, as I was directly affected by the Equifax breach

  Business Response

  Date: 02/26/2025

  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. As such, 15 USC 1681b does not apply. Moreover, you accepted our terms and conditions on May 10, 2023 at 12:11:28 UTC, which states both positive and negative payment history will be reported to the credit reporting agencies.

  
  Due to the sensitive nature of your complaint and the need to discuss account specifics, we have sent a more thorough response to your email on file, which matches the email address provided in your written statement. Please review the email with subject line: Response to BBB Complaint ticket number 225195 

  
  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:02/20/2025

  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.

  I am trying to get a refund of my subscription that was cancelled on 2/19/25 the same day the transaction was made. I've trying emailing and calling but still cannot use the subscription or my money back.

  Customer Answer

  Date: 02/24/2025

  From: ****************************************************************************************** <******************************************************************************************>
  Sent: Saturday, February 22, 2025 4:42 PM
  To: info <**********************************************************************************************>
  Subject: Message from ************************

   

  

  I would like to end my compliant ********. They were able to reactivate my account and with a higher credit line. Thank you very much.

  Sent from ****** ***** (***********************************************************************************************************)

   

• Initial Complaint

  Date:02/04/2025

  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.

  This company is holding onto my money and claiming i need a letter from my bank to withdraw my own money, I am no longer with ********** and they will not write a letter to *** it is not their policy and will not do it. *** will not release my funds to me without a letter from ***** and they do not provide letters . I have written to *** over 25 times and have the emails and either dont get a repsonse or dont get an answer that makes sense, they own me my ****** back. ********** does not provide letters why they close accounts and it really has nothing to do with *** holding my money for over a year. I am asking to withdraw from their app the ****** that is mine. They have my account on hold and i can't withdraw but no one responds to emails and there is no # to call and no one reaches out to me

  Business Response

  Date: 02/13/2025

  Thank you for bringing this matter to our attention. We truly appreciate the opportunity to address your concerns. I completely understand your frustration, and Im sorry for any distress this situation has caused.
  To resolve the *** error code received from your linked bank account, we requested a letter from your bank to clear the issue. Unfortunately, due to this *** error, we are unable to return your Save and Build account deposit via ***. For further details regarding our resolution, please review ticket #******.
  We greatly appreciate your patience and understanding as we work through this. If you have any additional questions or concerns, please dont hesitate to reach out to us at ******************** Were here to assist you.
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Company misleading ppl on social media selling a phony master card have ppl think its a real unsecured master card and charging a fee 9$ a month then go back and take 1$ a month for a year a year 72$ misleading the ppl no refunds when u realize it fake

  Business Response

  Date: 02/12/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  Ava Finance***** offers credit building products via a subscription service. Our Ava **** is backed by ********** and is available for use at multiple subscription services. We report tradelines to the credit bureaus every month for all our customers, to help build and improve credit history.
  We offer a monthly and annual subscription. Our monthly subscription is $9.00 per month and our Annual subscription is $72.00. When you signed up you choose the monthly subscription $9.00, every new subscription receives a $1.00 temporary authorization on the card utilized. This $1.00 temporary authorization was returned to your card on February 10, 2025. 
  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:01/27/2025

  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 account does not belong to me. I am not sure why exactly that it is reporting on my credit report. I've sent several letters to the address listed with this account reporting on my report to clarify this but I have not heard back. To make matters worse each account number is different with each bureau which is against **** laws. I am filing this complaint through BBB with the hopes that my complaint will be taken seriously and these accounts will be removed off my credit report. I will also be filing a complaint with the **** as well. If I do not hear back I will file an *** complaint. I have attached my ID and SSN card to verify my identity, I also attached the proof of the incorrect account number. Once more I do not have any agreements with you guys nor did I sign any contracts bearing my wet signature, under **** laws reporting inaccurate information such as an account numbers means the account should be deleted immediately. I would appreciate that this account be removed. Thank You in advance.

  Business Response

  Date: 02/06/2025

  Hello *********,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. We have investigated your account and do not see signs of identity theft. That said, we take matters of identity theft very seriously. If you believe firmly that your identity has been stolen, please send us the following items at ******************* so we can validate your identity:
  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?
  If you have a valid claim of identity theft that has been reported to the credit reporting agencies and/or proper legal authorities, please contact us at ******************* with the additional information and we will be happy to take appropriate actions.

  Best Regards

• Initial Complaint

  Date:01/21/2025

  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.

  I signed up for Ava finance around October I believe, I didnt like the service so I asked to close my account and stop the recurring subscription. I was charged $20 on my card once and it paid off my overdue balance and I asked to close my account immediately. Today 1/21/25 I was just charged another $20 when I havent used there service in months since closing the account, I also have proof where I unlinked my Varo account so how was money take out of my account ? I tried to login to see if it was still linked somehow and it tells me I have to pay another $20 before it even lets me see my profile etc. I want a refunded and my account closed. I did not authorize this payment to Ava Finance nor do I want the services they are offering.

  Business Response

  Date: 01/22/2025

  Hello Cheyenne,
  
  Thank you for reaching out and providing us with the opportunity to address your concerns.
   
  Upon reviewing your *******, I can confirm that your Ava ******* was initiated on August 9, 2024, and canceled on November 9, 2024. No further subscription charges were applied after October 9, 2024. During this period, your Ava **** was used for a $20.00 transaction at Visible Wireless on August 17, 2024. We attempted auto-payments for this transaction on September 16, 2024, October 9, 2024, November 14, 2024, and December 9, 2024; however, these payments were unsuccessful due to "Insufficient funds." A new auto-payment attempt was initiated on January 21, 2025, and is currently in progress. Once this payment is successfully processed, your tradeline will officially close with the credit bureaus.
   
  I was unable to locate a previous payment that was processed for your *******, aside from the monthly subscription charges. If you have any transaction details related to this payment, please provide them so our Accounts team can further review and investigate the issue.
  
  Thank you again for your understanding in this matter. Should you have any additional questions, please feel free to reach out ********************

• Initial Complaint

  Date:01/16/2025

  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 recently received a $ ***** charge on my banking account from an ********************** and obvious I never heard of them . So naturally I searched them up to see who and what this company was and yup never heard of them and never signed up for their services ! So I wanted to bring it to someone elses attention about them .

  Business Response

  Date: 01/17/2025

  Hello Sharlise,

  We are unable to locate an account at *** with the details provided in your complaint. Please provide the following to us via ******************* so we can research appropriately.

  To 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 ************************ (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:
  The Transaction ** and details from your account.

  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. Please note the *** account will remain in a ************ with an active membership until all of the required information has been received. 
  

  Thank you for your cooperation. Were here to support you every step of the way.

• Initial Complaint

  Date:01/12/2025

  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.

  This company has stopped reporting both of my *** accounts to ******* around 12/11/2024 and I have proof showing when the reporting was removed. I have also sent multiple emails expressing that the reporting was stopped and both of my *** accounts were removed, the company responded and stated that thet were having an issue with Equifax reporting. The company responded on 12/20/2024 that issue has been resolved and to give a few business days for reporting to show back up and if it did not to let them know. It is 01/12/2025 and reporting is still not showing on my Equifax report and my credit score has suffered becuase of that. I have sent numerous of emails explaining that it is not reporting and the company just has been placing blame stating that it is an issue with the reporting companies and not taking accountability. I use 3 different reporting companies to monitor my Equifax report (*******, ******, Credit Karma, annual credit report) and none of them are showing the the trade lines that were removed. I also pay a monthly membership fee with *** of $9.99 to report to all three breaus and it is not happening for me. They advertise to report to all 3 breaus but on my end they are not holding up to their end of the bargin. This company is leering consumers under false pretenses to report to all 3 breaus but are not making due on their promises. I get things happen but to act like my issue is not happening and placing blame as a business that is not the way to go when I can clearly check my report and she that the reporting has not resumed. I am willing to pursue this to the fullest extent due to issue not being resolved.

  Business Response

  Date: 01/13/2025

  I would like to begin by sincerely apologizing for the frustration you've experienced with the Equifax reporting issue. I understand how concerning this situation must be, and I truly appreciate your patience as we work through it. I want to clarify that this is an Equifax-related issue, not one caused by Ava.

  
  I have submitted an AUD request to have the tradelines reinstated on your Equifax report. Please note that this process may take up to 3 weeks, as we are currently in a queue with other requests. Rest assured, I will continue to monitor your account and will notify you as soon as we receive confirmation that the issue has been resolved. For future updates, please refer to ticket #******.

  
  Thank you again for your understanding and patience. Should you have any questions in the meantime, please feel free to reach out ******************************.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22800882
  
  I am rejecting this response because:
  

  I have been told this time and time again and 3 weeks on top of all the time I been waiting to have issue resolved is not acceptable. I have been told this and nothing has changed. A quicker resolution would be appreciated.  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/15/2025

  After your initial communication, your case was forwarded to our Credit Reporting team. Thank you for providing the requested screenshots of the issue you were experiencing. We appreciate your cooperation. However, it appears that the same information was requested again, and full assistance was not provided at that time. The *** request to correct your reporting was only submitted after I reviewed your BBB complaint and your prior interactions. We did not previously provide a resolution or specific timeframe for completion, and I regret any confusion caused. 
  
  While I understand your frustration, I must clarify that I am unable to expedite the AUD process with the credit bureaus, as we are subject to their standard processing times. Once we receive a final resolution, I will promptly update you via ticket #******.
  
  We appreciate your continued patience and understanding throughout this process. Should you have any questions or concerns in the meantime, please feel free to contact us at ********************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22800882
  
  I am rejecting this response because:
  I was made promises before for the issue to be corrected, just waiting for it to re-inserted on my report. Then I will be satisfied. 
  Sincerely,
  
  ****** *****