Complaints

This profile includes complaints for Bankrate, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bankrate, LLC

  1645 Palm Beach Lakes Blvd Ste 1200 West Palm Beach, FL 33401-2214

  
• 

  Bankrate, LLC

  1423 Red Ventures Dr Fort Mill, SC 29707

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:10/26/2023

  Type:Delivery 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 offers bogus rates on loans in order to try to force people into loan applications for which they get referral $.Having worked in this industry, I know for a fact that credit formulas though they may differ slightly are usually within a couple percentage points of each other.The amount they quoted (From Upstart.com) was MORE than TEN TIMES what was actually available through their affiliate. Such a mathematical error is not possible without intentional deception involved.

  

  Business Response

  Date: 08/09/2024

  Hi team,

  We apologize for the delay in response here. Addressing the concern at hand, Bankrate will always display advertised rates, however, whenever the consumer may be searching through different lenders or loan options they have the ability  to adjust filters on those given loan pages to search for the lender/loan that may be the best fit for them. From there they would then need to go through the "pre-qualification" phase and apply for that loan to see if they can in fact get approved for the loan they found or depending on their information there may be other/different loan options that they officially qualify for.

  Please let us know is there is anything more we can do to further assist you!

  Best,

  Customer Support

• Initial Complaint

  Date:10/15/2023

  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.

  Bankrate was supposed to send my personal information to up to 3 places that provided *****'s. Instead they sold my information to dozens of companies, including dozens of scams about refinancing, home warranty, and many others. I know it was them because I only used this email for that inquiry, and now I'm getting rid of since they've filled up my inbox with dozens of spams every day, 99% of which don't even remotely concern HELOC's. This company should be put out of business!

  

  Business Response

  Date: 08/09/2024

  Hi team,

  We apologize for the delay in response here and additionally for the inconvenience this gave to the consumer. Upon going through the "Pre-qualification" application Bankrate does display a disclosure for all loan types that states the following:

  "By clicking the Agree and check my rates button, I confirm the above information is correct, and agree to the following terms:
  Bankrate's ************************* (the ********************** is a tool that helps you find pre-qualified offers for financial products more easily and efficiently. By signing up for and using the ********************** you agree to the following terms:
  Sharing your information. I authorize Bankrate to send my information to lending partners on my behalf and I authorize these lending partners to obtain consumer reports, scores, and related information about me from one or more consumer reporting agencies like TransUnion, Equifax, or Experian. If I decide to proceed with a lending partner's application process on their website, the lending partner may ask for my permission to conduct a hard pull, which may affect my credit score.
  Bankrates use of your credit report. I authorize Bankrate to obtain and use a consumer report about me from a credit reporting agency (e.g., TransUnion) to provide recommendations, other product offerings, and check my eligibility for a loan product.
  Offer does not guarantee a loan. I understand that Bankrate is not a lender and does not make loans. Bankrate lending partners or the institution that makes the loan make all credit decisions, and I acknowledge that receiving a pre-qualified offer from a lending partner does not mean that I am guaranteed to receive a loan.
  Available products subject to change. I understand that many, but not all, lending partners participate in the ********************* and that the service may not include every product offered. I further understand that Bankrate will determine, in its sole discretion, when, how often, and with which lending partners it checks for pre-qualified offers based on criteria from each lending partner, availability of information needed to identify pre-qualified offers, and other relevant factors."

  This would appear on the portion of the pre-qualification where it asks the consumer to input the last 4 digits of their SSN and once that information is plugged in the consumer must then click the "Agree and check my rates" button. By clicking that button the consumer has agreed to the above terms.

   

  Please let us know if there is anything more we can do to further assist you!

  Best,

  Customer Support

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising 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.

  Not sure what type of company this is but I had a soft credit check on my credit report from them and cannot find anyway to contact them other than by email. I have had many fraudulent applications closed in last few days and need to contact them now to shut down anymore fraudulent applications.

  

  Business Response

  Date: 08/09/2024

  Hi team,

   

  We were unable to find an account associated with the consumers information. If they had received a soft credit with Bankrate showing on the credit report please have them reach out to ****************************************** and we will escalate this to the appropriate teams.

  Please let us know if there is anything more we can do to further assist!

  Best,

  Customer Support

• Initial Complaint

  Date:04/22/2023

  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.

  April 21st 2023 I was using the brigit app and could not get an advanced so I clicked on personal loans powered by ****** and it took me to Bankrate I filled out the form and it said I qualify for a $500 loan from 5k funds so I click on see offer and then it has me fill out a form on 5k funds after that it takes me to fastloanassist and has me pay to check my credit score which I already know because I have an experian account after I do that it goes no further. Now this is all false advertisement starting at brigit and also 5k funds telling me im eligible for a loan but really none of that even exists as far as I can see.

  

  Business Response

  Date: 08/16/2024

  Hello,

  We apologize for the inconvenience this consumer experienced while trying to apply for a personal loan through Bankrate. During their experience  when first getting on to Bankrate's site what the consumer witnessed would have been the advertised rates by the individual provider, after which they would have then been instructed to put in additional information in order to see what their pre-qualified offers would be from the particular provider they were looking at or other providers available. From there the consumer could then apply for the particular loan/ provider they were interested and based on the qualifications of that provider would determine if they were approved for the loan they set out for applying or if not what loans, if any, the provider would approve the consumer for.

  If they are still interested or would be interested in applying for any other types of loans or need assistance with anything further please feel free to reach out to ****************************************** and we would be more than happy to assist!

   

  Best,

  Customer Support

• Initial Complaint

  Date:04/11/2023

  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.

  When you search for an online quote for home insurance from Bankrate.com you have to provide your phone number. Immediately after you do that you will get SPAM calls from numerous phone numbers constantly. This started 4/4/2023 with no end in sight. I contacted them, via their webform, on April 5th and have yet to receive even a receipt confirmation. I didnt find an email address to contact them. The bbb.org has two numbers listed for them ************* & ************). The first one does not work and the second one only gives an option to leave a voicemail.There was a similar complaint to the BBB on 9/9/22, for which they still have not responded to. "09/09/2022 Complaint Type: Problems with Product/Service Status: ************************* sells your information to other loan brokers, my phone hasn't stopped ringing every few minutes for a week no (no exaggeration). Needless to say we did not go with anyone referred by this data selling company. Abusive and reckless data privacy practices."This practice (legal or not) is essentially a work-around to the purpose of the National Do Not Call Registry. Additionally, since Bankrate does not provide an opt-out option how can the consumers resolve this issue going forward and regain full use of their phone/number again. This issue is financially impacting me as I do not know if an incoming call is from a potential client or just another SPAM call (and answering these SPAM calls confirms it's a working number).I want Bankrate to Send a do not call notification, for my mobile number, to all of the people/businesses it shared my number with. As well as provide some way to determine if an incoming call is from/associated with them.

  

  Business Response

  Date: 08/09/2024

  Hi team,

  We apologize for the delay in response but this consumer's information has been placed on an Unsubscribe/Do Not Call list for Bankrate. Secondly, Bankrate does not call the consumer directly and we currently do not have a way of letting the consumer know if the call they are receiving from a lender is associated with Bankrate in any way.

  For more information, the consumer can always visit the resources provided by Bankrate on how their information is used/stored or fill out an official form for Bankrate to not sell their information in the instance they fill out any other applications in the future.

  ***********************************************

  *********************************************

  ************************************************************************************

   

  Please let us know if there is anything more we can do to assist.

  Best,

  Customer Support

   

• Initial Complaint

  Date:03/24/2023

  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.

  I'd received an offer from Bankrate on Sept 5th which mentioned that if I pick a lender using their website and then close the loan, I'll receive $500 reward card (code: RvkRrm). In order to get that, I had to upload my closing documents which I did in October. It has been 5 months since then and I'm yet to receive the reward card. I've tried contacting them via ******** and email, but the team has been non-responsive. Based on the other complaints, this seems like a deceiving practice and ways to get customers to submit their closing documents - Bankrate is potentially using information in it to sell to other advertisers/3P companies. I have the initial email offer and have gone through the full process, and expect that I be provided with the promised rewards card. Please do not respond with the reason being a delay from your fulfillment partner - I would just like to know when I will be receiving the rewards card.

  

  Business Response

  Date: 08/09/2024

  Hi team,

  We apologize once again for the delay in response here. Regarding this consumer's claim for the Cashback Promo by Bankrate, our team was unable to find any submission by them or the promo code "RvkRrm" they provided, anywhere in our systems and due to this they did not qualify for the cashback promo that has since ended.

  Please let us know if there is anything more we can do to assist you further!

   

  Best,

  Customer Support

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 19848703
  
  I am rejecting this response because:

  Hello,

  The business response is not satisfactory and inaccurate. I'm attaching the email which clearly shows the code that I'd shared in the initial email. I'd sent the mortgage confirmation well before the initial complaint was logged. Would ask the customer team to look into this complaint again and if required, they could reach out to me at ********************. 
  
  Sincerely,
  
  *****

  

  Business Response

  Date: 09/06/2024

  Hello,

  We are requesting this complaint to be closed since the consumer is unable to provide sufficient evidence they have a valid promo code for the Bankrate Cashback Promotion. In the attachment shared by the consumer it does not provide any information suggesting an email confirmation sent from Bankrate with a cashback code qualifying this consumer for the promotion. In the recent weeks we have attempted to reach out to ***** with no response back of acknowledgment of the email or once evidence suggesting they in fact did qualify for the Cashback Promotion (please see attached screenshot). Once again, based on our records the cashback code ***** provided was not a valid code within the system qualifying them for the promotion and therefore would not receive any monetary compensation. 

   

  Best,

  Bankrate Customer Support

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 19848703
  
  I am rejecting this response because:
  I just got an email a week back from the customer support asking for the same documents that I have submitted earlier (via BBB and customer support) almost 2 years back.

  The offer, submission and initial complaint is from almost 2 years back and its not surprising that the code is not found in your system now. I've responded to the direct email with a copy of the email FROM bankrate which clearly mentions the code and the mortgage company. I've also provided the closing document. There is no reason that this should stretch any further and I anticipate that the bankrate team honors the offer they had sent via email. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/19/2024

  Hello *****,

  Bankrate is looking to issue you the $500 gift card from the promotion period. Could you please provide us with the best shipping address to have the gift card mailed to. Once we receive your response with the appropriate mailing address our team will work to get the gift card sent out to you ASAP! In addition to that, we will provide tracking information for the gift card and will have it sent as a "signature required" delivery so someone will need to be at the residence upon receipt. 

  Thank you and looking forward to hearing back!

  Best,

  Bankrate Customer Support

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 19848703
  
  Thank you for the update. Glad to know that this case is close to being resolved and the pending gift card will be issued. I do not want to close the case until I've received the gift card - as soon as I have it, will update the case. 

  Here is the address for shipping:

  ***************

  ****************

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising 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 would like to unsubscribe from my email ************************* Thank you

  

  Business Response

  Date: 08/09/2024

  Hi team,

  Once again, we apologize for the delay in response on this. This consumer had reached out to our Customer Support on April 25th, 2023 at approx. 1:52 AM and was promptly responded to on April 25th, 2023 at approx. 11:17 AM with an email confirmation that the account in question had been deleted, along with that, their email is automatically placed within our Unsubscribe system. Please see attached screenshot of the communication from ****************** and Bankrate Customer Support.

  Please let us know if there is anything further you need!

  Best,

  Customer Support

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,

   

   

  not sure why they took so long 
  
  ******************

• Initial Complaint

  Date:12/12/2022

  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.

  On August 17th, 2022, I was researching mortgage options. I found selected lenders through Bankrate.com. Bankrate.com had a promotion for $1,000 reward card when you close on a loan with one of the lenders you selected on their site. I have attached the email with the details. I did proceed with one of their lenders, ******************, and provided documentation after I closed on the property to prove that I had used the lender. I received a confirmation email from Bankrate on 10/6/2022 that it was approved (email attached). They requested that I fill out a ****-MISC form because of the amount, which I did (screenshot of confirmation attached). I had still not received the gift card by 11/10/2022, so I reached out to their customer support. They responded and said that it should have been mailed to me and that if I didn't receive it by the beginning of December to reach out to them again (email attached). I still had not received the gift card by the beginning of December, so I did reach back out to them. I have reached out to them 4 times since via email and I also called their customer service line, which no one answers. They have not responded to any of my requests to check the status. I believe this is a scam. This company should not be trusted as a consumer or business. Any legitimate mortgage lender should not be advertising on Bankrate.com.

  

  Business Response

  Date: 12/19/2022

  Hello,

  We apologize for the inconvenience this has caused, and for the delayed delivery of your Cashback Rewards gift card. We are working with our fulfillment partner to issue and deliver your card as quickly as possible. We'll reach out to you directly to discuss the next steps.

  Thank you,

  Bankrate Customer Support

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18563980
  
  I am rejecting this response because:

  They reached out separately on Dec. 19th only after this complaint was filed. They said that it was delayed by their fulfillment department, but it was processed 12/1/22 by them and should have been mailed out the following week at the latest. However, they said that they still havent received confirmation from their fulfillment department that it has actually been mailed. They said they would let me know when they receive confirmation that its on its way. 
  

  I dont believe that its been actually been mailed. It seems to just be a stall tactic in order to not have to fulfill their promise. 
  

  Its now 12/22/22 and I still have not received the card or even confirmation from them that its been mailed. How long does it take to hear back from their fulfillment department that its been mailed? I reached out about a status update to confirm it was mailed on 11/10/22 and its now 12/22/22. Youre telling me it takes over a month to confirm with your fulfillment partner that its been mailed?

  Im rejecting their response until I actually receive the card as promised.

   

  

  Business Response

  Date: 08/16/2024

  Hello,

  We apologize for the inconvenience ******************** had experienced during that time on awaiting the arrival of her promo gift card. Per the email communication attached above, we had reached out to ******************** letting her know that her gift was shipped around mid December 2022 to which she should have received it in the coming weeks following. We then attempted to follow up with her confirming that she had received her gift card or not so we could further investigate the situation if necessary. Since we had not received any further communication from ******************** we were under the assumption she had in fact received her requested gift card and therefore no longer needed any further assistance and the ticket was officially closed out.

  If there is anything more we can do to further assist please feel free to reach out to ******************************************.

   

  Best,

  Customer Support

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/12/2022

  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.

  Just like another complaint about cash back. Did required steps over 3 months ago and a ****************** stated he was checking with fulfillment over a month ago and no one cares to answer back.

  

  Business Response

  Date: 08/09/2024

  Hi team,

   

  This consumer's $200 gift card should have been sent around January/ February of 2023. Please see the attached screenshot of us reaching back out to the consumer asking to confirm his address and verifying if he had in fact received in and we did not receive any correspondence back from them.

  Please let us know if there is anything more we can do to further assist!

  Best,

  Customer Support

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 18559682
  
  I am rejecting this response because:
  

  I do not see the email response and do not remember receiving a gift card. 

  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 09/06/2024

  Hello,

  We are asking this issue be resolved given that we feel that we've provided sufficient evidence in our previous reply, showing we reached out to the ****** with no response back from them, after their $200 gift card was sent out by our fulfillment partner for the cashback promo. The gif card was sent to address, given by the consumer which was: ********************************************************. Our records indicate their gift card was sent to the correct address and therefore would not be re-issued another.

  Best,

  Bankrate Customer Support

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 18559682
  
  I am rejecting this response because:
  I do not recall receiving my cash back and a you will not reissue one. Therefore I am rejecting the response. 

  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:09/09/2022

  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.

  The company sells your information to other loan brokers, my phone hasn't stopped ringing every few minutes for a week no (no exaggeration). Needless to say we did not go with anyone referred by this data selling company. Abusive and reckless data privacy practices.

  

  Business Response

  Date: 08/09/2024

  Hi team,

   

  Once again, we apologize in the delay of response on this. We do not show any initial communication from the consumer around the time of this complaint, however, we have placed their information on the Unsubscribe/Do not call list moving forward.

  Please let us know if there is anything more we can to further assist!

   

  Best,

  Customer Support