Complaints
Customer Complaints Summary
- 312 total complaints in the last 3 years.
- 128 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a loan with Best Egg that was settled and paid off on 8/28. I am trying to refinance my home and need a paid in full letter from Best Egg. I have been trying to get this with no luck at all. Without this, I can't close on my refinance.
I was told that the paid off letter would be available 10 days after 9/16. I began calling on 9/26 and was told that they would request a payoff letter but it would take 24-72 hours. I then began calling on 9/30, 10/1 and again today 10/2. Spoke with Supervisors, Lillian, Jasmine and Vanessa and they all said that I should be getting it and that they would request a ticket to go to the area who handles this request. I just learned today that my call on 9/26 wasn't handled correctly and was sent to the incorrect area. I was refused to be transferred to the supervisors boss. This is unacceptable service and Best Egg should be ashamed of themselves,. I need this letter as soon as possible.
Business Response
Date: 10/09/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:10/01/2024
Type: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 writing to file an complaint against Best Egg regarding their mishandling of my recent loan application and the retention of my personal information despite my request for deletion. I applied for a loan with Best Egg on September 26, 2024, under the assurance that a decision would be provided within 24 hours. However, after submitting sensitive personal documents as requested, I received no communication or decision for almost a week.
I eventually spoke to a representative and requested immediate deletion of all documents containing my personal information, including the closure of my account, as I no longer wished to proceed with the application. The representative refused, citing that Best Egg would retain my documents for five years. This refusal, combined with the unexplained delay in their decision-making process, raises serious concerns about the security and legitimacy of their operations leaving me gravely concerned that my data may be at risk of exposure or misuse.
Given the growing prevalence of data breaches and fraud in financial institutions, I strongly suspect that my sensitive information may be compromised. I fear this could potentially be part of a scam operation, as Best Egg's behavior suggests a deliberate lack of transparency and responsibility in handling customer information.
I kindly ask that an investigation be launched into Best Egg’s practices and that they:
1. Permanently delete all records associated with my account and personal information from their system.
2. Provide written proof of this deletion within 10 business days.
Failure to take prompt action will compel me to pursue further legal remedies and report this incident to additional regulatory bodies for data privacy violations. I trust that the Better Business Bureau will take this matter seriously to prevent potential harm to myself and other consumers.
I look forward to your response. Thank you,Business Response
Date: 10/09/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Customer Answer
Date: 10/11/2024
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 demand to know exactly what information your company is legally required to retain. At no point did I grant permission for you to keep my personal data for five years. Furthermore, I was never informed that my loan application was approved, which is why I requested that my application be sunsetted.I am highly concerned about your company holding my personal information without my consent and insist that my data be permanently deleted immediately.
**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: 22363658
Business Response
Date: 10/24/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:09/23/2024
Type: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 LLC, I do not have a contract with LVNV Funding LLC.
They did not provide me with the original contract as I requested.Business Response
Date: 10/03/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:09/12/2024
Type: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.
Please review this innacurate account on my credit file,
BESTEGG
Account Number: 4467****
BAL.:$25,947.00
This account should be remove from my credit file.Business Response
Date: 09/19/2024
Thank you for taking the
time to reach out. Our response has been sent via e-mail to the email address
provided in your complaint. Please feel free to reach out with any addition
questions or concerns.Initial Complaint
Date:09/12/2024
Type: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 called Best Egg to request the address to send an overnight payoff check on Aug. 24, 2024. They provided me with: Wells Fargo Lockbox Best Egg personal loan LOCK BOX 2***** **** ****** **** *** *** ****** *** 75063. I sent the payoff check in the amount of $48,549.03 on Monday September 2, 2024 via overnight express mail in which I paid $30+ to have sent in, which they would have received it by September 3, 2024. I called on September 9, 2024 and spoke to Richard who stated that they have not received my payoff check. He reported that they would back date the check and credit me the amount charged to me and assured me that they would back-date the check. I coincidently received an email on September 9th, 2024 from Best Egg advising that they received and posted my payoff check in the amount of $48,549.03. I called Best Egg back and advised that I received the email but that they did not back date the check to Sep. 3rd as they stated they would. Best Egg claims that they did not receive the check until the 9th which is not true based on the overnight tracking. They asked for the tracking receipt and I gave them the wrong one and cannot locate the correct one but have submitted a tracking location receipt from the post office, which is pending. I asked Best Egg Sup Lilian if the overnight department scans the mail when they received letters and that would prove when the mail actually got to them. They stated they were not sure and that they would have to put in a ticket for that. There seems to be a lack of integrity and competence with Best Egg and if there are checks and balances in a department specifically for overnight mail, why one could not easily refer to that department to verify my claim. Best Egg has charged me a daily fee of approximately $30/day for each day the balance is not paid in full. The check that I sent was an overpayment and Best Egg would have owed me approximately $200 +, instead I was overcharged and scammed. My amounts owed are approx.Business Response
Date: 09/19/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:09/05/2024
Type: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 Best Egg! My account number is ********* The last time I made a payment was May 2024. I have routinely reached out through online chat in order to inquire for settlement of my account. I am retired, disabled, and on a fixed income. My healthcare and household expenses have significantly increased. I was advised of settlement options; however, the amounts would exacerbate financial distress at time. I did mention if I can provide my own settlement offer amount but was told it was auto generated. As I am aware from the customer service associate, settlement options are 1 payment or 3 and 6 month payment plans. I would like to settle this account so that I can have financial ease. As I could only commit to a 6 month payment settlement plan, can I please be considered to settle this account for $1,050 which would be $175 a month for 6 months? $175 is the most I can commit due to these trying times. Please advise.Business Response
Date: 09/12/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:09/03/2024
Type: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.
Their system was unable to take my partial rent payment of $473.33. Now they claim they can't take it, causing me overdraft fees and to miss my rent payment. When asking for supervisors or another department, they argued constantly almost refusing to move me up the food chain to try to get this rectified. Also, neither them or their site alerted me to a problem with ACH within the time frame to fix it. They waited until 10 minutes AFTER my deadline to notify me.Business Response
Date: 09/12/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:08/24/2024
Type: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 secured a consolidation loan through Best Egg to help with piling up credit card debt amd unexpected expenses. I have been paying the company back based on our loan agreement through auto-pay at an 11.65% interest. I will have been paying, without issue for 1 yr and 4 months soon, and attempted to refinance to give myself financial breathing room. The offers they gave me were even higher on interest!!!! 13.99% minimum and shorter loan term and higher payments. I wasn't asking for more money, just for the existing amount to be refinanced. I have good credit, good payment history, and I'm Active Military. This company is basically a scam, looping you into an initial loan and then only offering higher payments once you're in. Not a debt relief business at all, and I've checked rates at different periods with them only getting higher and worse. This is bad business practice and immoral.Business Response
Date: 09/03/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Initial Complaint
Date:08/23/2024
Type: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.
Hello I am a customer of best egg I took out two loans with the company in which one of them I paid off. Best egg has asked customers to recommend potential customers for a loan. I recommended my wife devinya rogers Williams loan#45457134 for 5000 loan with Best egg. In return we both are to receive one hundred and fifty dollars each in a gift card. The requirements are she get approved and pay the first payment all were met since June of this year? My wife and I both tried calling and emailing the company to no avail.Business Response
Date: 08/29/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Customer Answer
Date: 09/03/2024
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: 22186362
Initial Complaint
Date:08/16/2024
Type: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 received a loan from best egg on August 8th. I ended up not using or needing it and I reached out on the 13th via email because they are not open 24/7. I let them know I no longer needed the loan and already paid back what I had received, but asked that they please waive the $400 origination fee as the loan was no longer needed. They responded 2 days later that they were unable to do so as I needed to reach out within 5 days. I responded that I reached out on August 13th which is within 5 business days of when I received the loan and they said because no one responded back to me they were unable to assist.
It is not my fault that someone on their team did not respond on time. I reached out within 5 business days as stated and I would like to have that waived as I don’t think it’s fair.Business Response
Date: 08/23/2024
Thank you for taking the time to reach out. Our response has
been sent via email to the address you provided in your compliant. Please feel
free to reach out with any additional questions or concerns.Customer Answer
Date: 08/29/2024
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: 22151965
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.