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:06/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem: False instructions to contact company or to receive customer assistance.
  June 6, 2023, , I logged in to my account online to edit my auto pay details. The instructions to change the auto pay listed a phone number *********3 to call for assistance to change auto pay. The number is inoperable. The number is also listed to contact the company for assistance, M-F during business hours. I received assistance to change my auto pay date through the live chat option. The problem is with the misleading instructions and contact information.

  

  Business Response

  Date: 06/15/2023

  Hello,
  Thank you for taking the time to reach out to us with your concerns.  We can confirm the phone number 855-282-6353 is an active and operable phone number. Additionally, we do not have any reported outages for our systems that day, but we understand we are not immune to system failures and technical difficulties. We wanted to apologize for any inconvenience you have faced from not being able to contact us via the phone but can confirm you engaged us through Chat messages on our website.
  Our records show we were able to address your questions and concerns during your live chat, but if you have any additional questions or feedback, please do not hesitate to contact us again. Our customer service number is 855-282-6353 and our hours are Monday through Thursday 8:00 am-10:00 pm, Friday 8:00 am-8:00 pm, and Saturday 9:00 am-6:00 pm ET. You can also reach us via the live chat feature in your Best Egg account Monday - Thursday 8:00 am – 9:00 pm, Friday 8:00 am – 7:00 pm, and Saturday 9:00 am – 6:00 pm ET.

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! I am requesting help getting an issue resolved with my Best Egg accounts and reporting as late to the credit bureaus when in fact, we have been paying on one consistently for over a year and a half and a year on the other. I have reached out to Best Egg representatives over 8 times via phone and chat to reach a resolution to my complaint since October of 2022. The backstory: Best Egg and I entered into repayment terms on both (2) of our loans with them at set agreed upon amounts one account in 2021, one account in 2022. We have paid on both accounts since the agreement was reached. I know that there was a 2 or 3 month penalty timeframe where the accounts would still report as late, and then would enter on time status. Neither of the accounts ever entered the ontime status. Since I reached out to Best Egg to correct I was promised resolution with no action time and time again. On May 3, 2023, I connected with a rep named Jennifer who promised to resolve. She resolved the issue on one of the accounts and had the lates removed back to November 2022- however, our other account was never resolved. I requested 2 additional times for Jennifer and the team to review and correct, without resolution. I need assistance as the documentation I provide will show payment and how Best Egg is continually damaging my credit report unjustly since we are paying as agreed. I want the credit reports corrected asap.

  

  Business Response

  Date: 06/09/2023

  Hello Ms. *******,

  Thank you for taking the time to reach out to us. We apologize for your experience and have taken the time to investigate. We can confirm that our representative (Jennifer), processed your request when you spoke to her on May 3, 2023. Several updates on your accounts needed to occur prior to fixing the credit reporting. On May 10, 2023, we submitted the update to the credit reporting agencies. It appears that the credit reporting agencies may not have updated your information timely, so on June 1, 2023, we submitted a new request to make the necessary updates to your credit reports. 

  At this point, we are waiting for the credit reporting agencies to complete our request. We generally ask you allow 30-60 days to see these updates reflect. We appreciate your patience and understanding during this time. Please feel free to contact us at 855-282-6353 if you have questions or concerns.

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  Best egg did fix 1 of the 2 accounts. Account ending in 840 that I have.  However, they have failed to fix the 2nd account and I have contacted them several times on this matter before reaching out to the BBB. The evidence I provided shows that both accounts are current and have been for a long time. I am not comfortable accepting the resolution until I see results of the removal of the inaccurate data on the credit report. The dates the company provided align with the first accounts fixing, not the 2nd account. 
  
  
  Regards,
  Complaint ID: 20124812
   
  
  
  
   

  

  Business Response

  Date: 07/07/2023

  Hello Ms. *******,
  Thank you for following up with us. It's possible that the credit reporting agencies did not accept our first update for your one loan. On July 6, 2023, we submitted a new request to make the necessary updates to your credit reports. 
  We generally ask you allow 30-60 days to see these updates reflect, but feel free to check your credit reports sooner. We appreciate your patience and understanding during this time. Please feel free to contact us at 855-282-6353 if you have questions or concerns.

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Best Egg Credit card was stolen 12/8/2022 and several transactions were made from 12/8/22 - 12/16/2022. I was in the hospital during the time this occurred and didnt realize it until several weeks later. I filed a fraud dispute against all transactions and Best Egg initially gave me provisional credit but I received a letter on 4/20/23 stating my claim has been denied and the credit was reversed. I did not make these purchases and I should not be responsible for them. Please step in and help resolve this!!

  

  Business Response

  Date: 04/28/2023

  Hello,

  Thank you for taking the time to reach out to us. An e-mail containing our response will be sent to the e-mail address provided in the complaint within the next two business days. If you do not receive the e-mail by 5/2/2023, please feel free to reach out.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I was in the hospital for an extended period of time while my card was being used.  I was able to lock the card on the app once I recovered from a car accident   I did not make the purchases on my card nor could I have due to being severely injured  

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 19963081

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 05/16/2023

  Dear Mr. *******,
  
  In response to the concerns expressed to the Better
  Business Bureau (“BBB”) on April 21, 2023, we can confirm we have researched
  your concerns and would like to take this opportunity to respond accordingly.
  
  Our records indicate we received your fraud
  claim on January 30, 2023, disputing your entire statement balance, consisting
  of 30 transactions totaling $2,746.19. As you confirmed, you were given
  temporary credit while the investigations were being conducted. However, on April
  20, 2023, the investigations were concluded, and your account was rebilled at
  that time.
  
  Your fraud dispute was denied due to
  several inconsistencies which started when the fraud claim was reported. You
  claim you had received an alert, which prompted you to call; however, we cannot
  find any record of sending you an alert for any of those transactions.  The date range of claimed fraud transactions spans
  from November 24, 2022 to December 24, 2022, however you did not report the
  card as missing until January 30, 2023. Additionally, several transactions
  reported are consistent with your historical spending habits.
  
  Due to the reasons stated above, we
  cannot accept your claim. We hope this explanation resolves your concerns, but
  if you have any additional questions, please feel free to contact me.
  
  Sincerely,
  
  
  Operations
  Manager
  888-525-0985

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am showing on the statement two purchases that I didn’t make. I even called both merchants, and they couldn’t find the transactions with these amounts and this credit card number. These charges are not mine. Please help me!

  

  Business Response

  Date: 04/27/2023

  Hello,

  Thank you for taking the time to reach out to us. An e-mail containing our response has been sent to the e-mail address provided in your complaint. Please reach out with any additional questions or concerns.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 19948195
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer service doesn't really exist. Online, I changed by auto pay to a new bank account 2 weeks prior to auto pay. It appeared to fully process online. 2 weeks later, my auto pay was submitted by Best Egg to old bank. I contacted them by chat to inform them of their error and they said I had to "call" to make that change. That is clearly NOT TRUE as there is an option for that online. I made sure at that time they had the correct bank account info for new account. Next month, they AGAIN submitted to old account. They REFUSE to refund that money to the old account and take from the new account, claiming that I had not contacted them about it. That is a LIE. I have contacted them several times by chat and by phone. I would never recommend anyone do any business with them.

  

  Business Response

  Date: 04/27/2023

  Hello,
  
  Thank you for taking the time to reach out to us. An e-mail containing our response has been sent to the e-mail address listed in your complaint. Please reach out if you have additional questions or concerns.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 19945765

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction with my best egg card for a laptop with best buy online. I never received it. item got delivered to a different address than what I provided. I opened a dispute with best egg after Best Buy denied my replacement that was promised. I was given a provisional credit for the transaction. the credit got re-billed on my account two months later. I called in to the dispute supervisor who told me if I wanted my claim reopened then I will need to submit substantial documentation. I faxed over the original order, where the laptop was going, where the laptop actually got delivered (via ups), and the replacement that was promised by Best Buy. after best egg received my fax they told me it past their timeframe to reopen my claim despite me being told it was possible. I spoke with supervisors who were on my side and telling me that Best egg will make an exception to reopen the claim but when I call back to follow up on that request im being told it will not be reopened and they refer me back to the merchant. I have tried working it out with Best Buy for three weeks before the dispute was even initiated. the merchant was the one who advised me to file a dispute with my bank.

  

  Business Response

  Date: 03/23/2023

  Hello,

  Thank you for taking the time to reach out to us. Our response has been sent to the e-mail address you provided in your complaint. Please reach out with any additional questions or concerns.

  Customer Answer

  Date: 03/29/2023

  This business in question is telling me about a policy that isn't on their terms and agreements. I made the dispute within the 60 day timeframe of when it occurred. 

   

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 19597657

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 04/18/2023

  Hello,

  In response to your rejection, we have attached our original response letter. We do not refer to any policy in our letter. Your dispute was not re-opened as we did not receive substantial evidence to warrant a new investigation. We hope this resolves your concerns.

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a card that I never received. There was an unapproved charge on it that affected my credit score causing it to go down almost 100 points. I disputed the charge and was told I had to wait 90 days for it to be reviewed. I ended up paying the amount and cancelling the dispute just to get it off my credit report. These people are either grossly incompetent or scammers. STAY AWAY!!!!!

  

  Business Response

  Date: 02/17/2023

  Hello,
  
  Thank you for taking the time to reach out to us. We have sent an e-mail containing our response to the e-mail address provided in your complaint. Please feel free to reach out with additional questions or concerns.
  

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Best Egg and do not have a contract with them. This is concidered a fraud account. They do not provide me with the orginial application like I asked.

  

  Business Response

  Date: 02/18/2023

  Hello,

  Thank you for taking the time to reach out to us. Our response has been e-mailed to the email address provided in your complaint. Please feel free to reach out if you have additional questions or concerns.

• Initial Complaint

  Date:12/19/2022

  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 a person loan and paid it off entirely within a few months. Three months after I paid off my loan and closed my account, Best Egg reported a balance increase of 2,571 to transunion. This is false and fraudulant. I do not currently carry a balance with Best Egg. This inaccuracy caused my credit score to drop 22 points. When I contacted Best Egg, the customer service representative told me this is a common issue and that my only discourse would be to file a claim with their loan servicing department. I'm in the middle of applying for housing and this is causing me issues.

  

  Business Response

  Date: 12/28/2022

  Hello,
  Thank you for taking the time to reach out. An e-mail has been sent to the address you provided in your complaint. Please feel free to reach out with any other questions or concerns.

• Initial Complaint

  Date:12/06/2022

  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.

  In October, I called Best Egg concerning this loan and asked if it was possible to have an extension due to Hurricane Ian. I was informed that I could get a 2-month extension, so my next payment would be December 19th. When I go to my information on the website it says my next autopay is December 19th.
  
  On November 23rd, I received a text saying my payment was past due. I immediately called and said I was given a 2-month extension. The customer service representative looked over my account and said that is correct, however you needed to call in to get November waived.
  
  I said no that is incorrect, I was told by the person on the phone that my next payment would be December 19th. The rep said you are correct and informed me that the error would be taken care of and it would be done by the following Wednesday which was November 30th.
  
  On Wednesday, November 30th I called due to the error still not being corrected. I was informed that it would be corrected within 24 to 48 hours which would have put it corrected by Monday, December 5th. I called back on December 6th since it is still not corrected and was told that it would be another 24-48 hours.
  
  I explained that if it is not corrected, I will be going to the Better Business Bureau and blasting Best Egg for what is going on. Jennifer the Supervisor I was speaking with today 12/6 said I wish you wouldn’t do that. I said well that may be my only option to get this corrected.
  
  I should not have to keep calling and getting a different excuse every time I call. This is absolutely unacceptable. I finally got Best Egg to stop calling asking for the past due payment when it is not past due.
  
  I keep being told it won’t be reported to the credit bureau unless it is 30 days past due. I keep saying since this is your error it shouldn’t be reported at all.
  
  I want the November extension posted to my account and my account to show current immediately.

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. However, it should not have taken contacting the BBB to get it resolved.  

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 18530398