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:11/14/2022

  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.

  There has been multiple issues with communication and lack thereof from Best Egg. I sent several emails as well as proof of the emails that received no reply. I even attempted to call but was on an extremely long hold which is unreasonable for a person with a job and a family to care for so I resorted back to sending emails in reply to the alleged support Best Egg had to offer. ******** CRT team stated that the email was not replied to because of the email address and that only the "Loan Servicing" email was the only email your office replies to. It should be noted that there is no indication on your "Assistance" email address to indicate that it is not checked and that no reply should be sent there. That is a flaw in your process and not once that I a customer should be penalized for. Had that been stated or the email returned to me undeliverable I could have been able to fix the error.
  
  Furthermore I attempted multiple times to address this account and set up a payment plan. My daughter has a compromised immune system and had Covid related complication which cause me to miss work and have to go on medical leave. Once I received a check from disability I attempted to set up the payment plan, twice. I then followed up again and received a reply that since I had been unresponsive my account was charged off. This is inaccurate. I provided proof and no one from the customer service team nor the CRT team was able to provide any answer aside from you should've just called us. Telephone, email and chat are all viable options of communication. To drop the ball and not even acknowledge that is a poor reflection of your practices and process.
  
  I have not attached the emails because according to ******** the email sent 11/10/22 with the attachments was received.
  
  Resolution: recall the account because it should have never been sold off to begin with. I would just like to pay my debt to Best Egg and be done with your company for good.

  

  Business Response

  Date: 11/23/2022

  Hello, 

  Thank you for taking the time to contact us. Our response has been sent to the e-mail address you provided in your complaint. Please feel free to contact us if you have additional questions.

  Customer Answer

  Date: 11/29/2022

  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: 18402266

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/26/2022

  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.

  BEST EGG provided a full contract letter disregarding what I've requested. They do not have the information regarding my Right to Privacy notice & disclosures. They're violating my consumer rights under Gramm Leach Bliley ACT & 15 USC 6802(b) OPT-OUT. I'm not sure why Financial Institution believe by LAW they must furnish to the consumer reporting agencies or other non-affiliated 3rd parties without conspicuously disclosing the information with the consumer. This is indeed Identity Theft. If not resolved, I will seek remedy for damages.

  

  Business Response

  Date: 11/01/2022

  Hello,

  Thank you for taking the time to reach out. An e-mail containing our response and correspondence has been sent to the e-mail address provided in your complaint. Please feel free to reach out if you have additional concerns.

  Customer Answer

  Date: 11/07/2022

  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 answer

   
  

  This company failed to provide me with a Privacy Notice with an Opt-Out Form as GLB clearly states for any Financial Institution. Although they consistently uphold themselves to false narrative with sharing my information with non-affiliates & claiming by federal law, they must report such information without conspicuously providing me an option to "Opt-Out". G.L.B. & T.I.L.A. which are "FEDERAL LAWS" CLEARLY STATING WHAT I'VE BEEN EXPLAINING IN WRITTEN. 

  It also violates my "Right to Privacy" 14th Amendment. 

   

  But continuously ignore the facts. TransUnion, Equifax, Experian, Innovis etc. are third parties by definition. There is "NO" law that says that Financial Institution must report! I challenge this creditor to find this exact law that states this information. The word "Federal Law" is a very broad terminology. It could refer to any federal law or specific agency for example the "FMCSA" which has federal laws that governs motor carriers. WHAT SECTION, WHAT CODE? Stating that Financial Institution "must report by law" What Federal Law? What Section? What Code?

   

  I been constantly telling them the sky is blue but, they tell me its purple. When you clearly see that its blue or they're just color blind.

  
  
  Regards,

  
  

  Complaint ID: 18316051

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 11/16/2022

  Hello,
  Prior to loan origination, Best Egg presented you with the Truth in Lending Disclosure Statement and you agreed to the terms of the loan with E-sign Act Consent. Additionally, you were presented the Loan Agreement, Privacy Policy, and Credit Score Notice. In these notices, it outlines the terms of the loan, information collected and used, purpose of using that information, and information you can limit and how to limit it. We have already provided you with copies of these documents as a courtesy. Lastly, the credit reporting of your account is accurate. We believe this matter has been addressed thoroughly, but understand that you do not agree with our response. We appreciate your time and hope this explanation resolves your concerns.

• Initial Complaint

  Date:09/20/2022

  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 paid my loan off got an email stating thank you for paying off your loan then I get a notification stating that my next automatic payment is set up. I go to my account and see where my payment has been reversed so I pay the loan off again and get another email stating thank you for paying off your loan. Then today I get a notification from my previous bank that a $119.37 payment to Best Egg has came out and a $35 returned fee because I am changing banks. So I call and speak with an employee that states she sees where the first payment was returned but it did not say why but then a few minutes later she tells me that the reason for the return was insufficient funds and told me that I needed to hush and listen. I then advised her that I was recording the conversation and that she had lied to me. She then told me that I was not allowed to record the call and she hung up on me. I then called back and spoke to a different person and asked for a supervisor and was put on hold. She then came back and said that she was told that I was hung up on for recording the call and asked if I still wished to speak with a supervisor and I said yes. She then said because you were hung up on? Seems as if she was trying to not let me speak to a supervisor. I was placed on hold to locate a supervisor for well over 30 minutes then was told that no supervisor was available but maybe she could help me. I said only if you can my money back then miraculously a supervisor was available. I spoke to the supervisor that states that he could absolutely refund me the money and I would have it in about 3 days. Well I guess we will see in a few days if he was lying to me as well.

  

  Business Response

  Date: 09/22/2022

  Hello,

  Thank you for contacting Best Egg. Per your phone conversation with our escalation supervisor, we believe he addressed your concerns regarding the experience you had with our call center representative. We can confirm your refund was processed and you should see it in your bank account in 1-2 business days. Please note, the payments you have attempted to make online have not been successful. Please double check the bank information you have entered in our system on our website before attempting another payment. Feel free to reach out if you have additional questions or concerns.

  Customer Answer

  Date: 09/27/2022

   I  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: 18053778

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/17/2022

  Hello,
  Our records indicate new payment information was entered into our system and payments were made on 9/28 and 10/1 using this new bank information. These payments have paid off your loan. We regret the experience you had with one of our call center agents and want to apologize. We can confirm we have addressed this internally. We appreciate you taking the time to share your experience.

• Initial Complaint

  Date:08/09/2022

  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.

  This account was included/discharged through bankruptcy and should not be reporting negatively in my report. This is an error this account is in violation. Please remove it from my credit report.

  

  Business Response

  Date: 08/16/2022

  Hello,

  Thank you for taking the time to contact 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: 10/13/2022

  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.
  
  
  
  

  In accordance with the Fair Credit Reporting act BEST EGG, Account Number: 2978****, has violated my rights. 15 U.S.C 1681 Section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A. Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.

  
  

  Desired Resolution:

  Correction to a credit report

  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17689466

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/26/2022

  Hello Mr. ********

  We have responded to your new complaint details via e-mail. Please advise if you have any issues accessing the e-mail or documents attached.

• Initial Complaint

  Date:08/06/2022

  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 entered a consumer transaction with this Company. When my hardship occurred in April 2022, I have learned that fraudulent practices has been committed against me. First violation, I was not offered Insurance with my Finance Charge in clear violation on 15 USC 1605a (c). Second violation was 15 USC 1635 - Right of Recession (this was not included in my contract) I tried numerous to resolved but they were ignored. They begin reporting late payments and that when I found out that under pursuant to 15 USC 6802b ( 1 ), A financial institution may not disclose non public personal information to a non affiliated third party ( which are the bureaus, they are non affiliated third parties ) unless -- Pursuant to 15 USC 6802b ( 1 ) a, b, c such financial institution clearly and conspicuously discloses to the consumer, in writing in electronic form or other form permitted by the regulations described under section 6804 of this title, that such information not be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to DIRECT SUCH INFORMATION ; NOT BE DISCLOSED to such third party ; and ( C ) the consumer is given an explanation of how the consumer can EXERCISE THAT NONDISCLOSURE OPTION. This company never disclosed to me this information or gave me my explanation of how I can exercise my nondisclosure option which is my right by law to not have this reported. These violations are making this a fraudulent contract. They also never gave any material disclosure disclosing I have a right to rescission, pursuant to 15 USC 1635 of any consumer credit transaction involving a security interest. Making the RETAIL INSTALLMENT CONTRACT ACCOUNT between BUYER Diante Adams and CREDITOR-SELLER your company is in so many violations of the TRUTH IN LENDING ACT as well as CONSUMER FINANCIAL BUREAU, which means I Diante Adams is entitled to rescinding the contract.

  

  Business Response

  Date: 08/16/2022

  Hello,

  Thank you for taking the time to contact us. We can confirm we have researched this matter and have provided our official response via the CFPB portal. If you have any issues accessing our response, please feel free to reach out and we would be happy to send you a copy directly.

• Initial Complaint

  Date:07/29/2022

  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.

  They ran a credit check without my verbal agreement. I was told it was a soft credit check, but I’ve also been told that even soft checks show up. I have yet to talk to a lawyer yet, however when I check my credit report next month and see their name on it I will seek out a lawyer.

  

  Business Response

  Date: 08/09/2022

  Thank you for taking the time to reach out to us. We
  can confirm we have researched your concerns. A letter containing our response
  was mailed today to the address provided.”

  Customer Answer

  Date: 08/16/2022

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 17642513
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:07/28/2022

  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 applied for a Best Egg credit card at the end April 2022. I used the card at the beginning of May for a $10 transaction to activate the card and immediately created an online account and set up auto pay. I received an email titled "best egg credit card auto payment reminder 06/8/2022" and did not plan to use it again once that payment took place. All was fine until July 14 when I received a credit alert for a delinquent account through best egg. Sure enough my payment never went through, and to top it off I didn't have an online account at all anymore. I had to re-register for an online account and saw my account was past due. I have tried to resolve this with then directly to find out why my online account and auto pay was deleted. They have no answers. Now my credit score took a 50 point dive. This must be corrected. This was not a fault of my own and they need to research how this happened and correct it. There was an auto payment email reminder as well, I would not have gotten that if I didn't have auto pay set up. Please fix your mistake.

  

  Business Response

  Date: 08/05/2022

  Hello

  Thank you for taking the time to reach out. We can confirm we have researched your concerns. An e-mail containing our response was sent today to the e-mail address provided with this complaint. Please reach back out if you have additional questions or concerns.