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:09/23/2022

  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.

  I was introduced to this company through my landlord at my apartment complex (03/2022). From the first month there were problems with their inconsistent billing; set up auto-pay from my bank account only to have them take their $20 fee and on more than one occasion I had to remind them to take the partial rental portion. After taking their $20 monthly fee and partial rental payment on 09/07, I received an email on 09/14 indicating they were discontinuing the flexible rent program at my apartment complex and that an account statement would be emailed on 09/19. I received their so called account statement and immediately noticed they were again charging me $120 for their fees. Basically, Till paid my landlord $8502 and I paid Till $8,398.34 which included their $20 monthly fee, leaving a difference of $103.66. For some reason, Till sent me a bogus "account statement" showing that I owe $236.66. This can only be true if they charge me $8,398.34, plus an additional $120 in fees minus the portion they paid my landlord, $8502. I have not been able to get anyone there to recalculate their error and am now furious that they even took they monthly fee knowing full well they would be discontinuing their services.

  Business Response

  Date: 09/26/2022

  *******,

  Thanks for the information -- Our team has been in contact with you multiple times regarding the final balance owed to Till. Please be aware that you have been using our services since 3/30/2022 and agreed to pay a $20.00 / month Till Service Fee each month you use our service. The $120.00 is the ************* Fees incurred which include the months of April 2022, May 2022, June 2022, July 2022, August 2022, and September 2022. That is 6 months where Till paid your rent -- 6 months of service at a $20.00 fee / month totals $120.00.

  Given this information, we understand the discontinuation of our program is not ideal for you or us so we have removed September's Till Service Fee of $20.00 as a courtesy. This leaves your Final Balance owed to Till at $203.66. Below is the breakdown:

  - Total Payments to Till = $8398.34
  - Total Till Payments to Your Community = $8502.00
  - Total Till Fees = $100.00
  
  Final Balance = $203.66
  
  Please let us know if you have any questions. We appreciate you choosing Till and wish you the best.
  
  Thanks,
  Till
  
  
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18053429
  
  I am rejecting this response because: as I have stated on numerous occasions, I was charged $20 each month and paid Till its $20 monthly fee.  It is unfortunate that a company offering to assist with rental payments cannot keep accurate records.  I have attached redacted copies of my personal bank statements from March to September 2022 to show the preauthorized payments Till received directly from my account. 

  So NO, I DO NOT ACCEPT their offer to pay fees they have already received payment for and expect that my account will be updated and corrected EXPEDITIOUSLY.
  

  Sincerely,
  

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

  Business Response

  Date: 10/05/2022

  Hi *******,
  
  We are not asking you to repay on fees. We are asking you to pay the balance left on your Till account. The previously provided breakdown shows the total of what Till has paid your community plus the Till monthly fees accrued overtime equals $8602.00. The total in payments you have made to Till is only $8398.34. The outstanding balance of $203.66 is simply the difference of what you paid us vs. what we paid your community. 
  
  As noted, we are happy to work with you on a flexible repayment plan. Please contact us at ********************************************************** to get this set up.

  Thanks,
  Till 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18053429
  
  I am rejecting this response because: yet again the Company and its Representatives keep changing the details to fit their erroneous billing.  As proven by my bank records Till paid my landlord $8502 and I paid Till $8,398.34 which included their $20 monthly fee.  The difference in payment is $103.66. Now somehow this Representative states Till paid my landlord $8602.  I will not be forced to pay what I do not owe and will seek legal recourse and any other damages awarded by the courts.
  
  *************************

  Business Response

  Date: 10/07/2022

  *******,

  In order to resolve this situation amicably, we are writing off your Till balance and will remove your account from further communications. By no means is this an admission of fault by Till. We simply want to give you the resolution you seek.
   
  All the best.

  Thanks,
  Till

  Customer Answer

  Date: 10/07/2022

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

• Initial Complaint

  Date:09/12/2022

  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.

  On or about September 10, 2022, I was alerted by my credit monitoring service that a new trade line had been added to my credit profile. I had not recently opened a new credit account and quickly jumped online to review my updated credit report. To my surprise, there was a new trade line from a company named Till ***** reporting that I had an open account with them. I am in the process of purchasing a home and this new open trade line may prohibit me from moving forward in the closing process. Frantic, I tried to call the number listed on the credit report but to no avail so I sent an email to the address on file as this was an error. I sent an email to ********************************************************** exclaiming that I've never had an email with Till **** and asked them to remove the tradeline from my credit report immediately. On September 11, 2022, I received an email from ************************* stating that this company provides trade lines for apartment complexes to build credit. I informed her my credit score is nearly 800 and I do not nor did I subscribe to their services. I called my landlord and they were not familiar with Till. To my surprise, ****** informed me that apartment complexes subscribe clients to their services without their knowledge. I asked her to remove the item from my credit report because it's a clear case of fraud. On September 12, 2022, I received another email from ***************, saying he had received my complaint and that Till does partner with my apartment complex to report payments. I advised him this was a fraud because I did not subscribe to their services nor do I want/need their services. ****** sent an email closing a ticket and refused to answer any further questions. I advised Till that I was filing a complaint with the BBB as this is fraud. Again, no response from ****** or ******. I do not know anything about this company and have not applied for credit or filled out an application for services. Now no response! I

  Business Response

  Date: 09/13/2022

  *****,
  
  There is a big disconnect here. We have attempted to resolve this matter multiple times including the last email that was sent after business hours (9/12) to ease your concerns. We did not refuse to answer any questions or concerns and even offered to connect you directly with our Product Manager of Credit Builder to discuss this matter in detail.

  The tradeline on your credit report is a result of us reporting successful rent payment to your community. Our Credit Builder program is intended to be a financial amenity that assists residents at Till partnered communities. This program is designed to only report positive, successful payments. You were automatically opted in by living at your community and you should have received notice from them regarding the deployment of this program.
   
  As noted below, Till did not open a credit line or check your credit. We also initiated an opt-out request as soon as you contacted us with your concerns and provided explicit instructions on how to dispute the tradeline with TransUnion.
  
  Please feel free to contact us at ********************************************************** if you would like to discuss this matter further.

  Thanks,
  Till

   

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18016311
  
  I am rejecting this response because:Till ***** is using lies and manipulation to divert answering my initial complaint.  Please see below:

  Till ***** is correct, there is a big disconnect and it's the fact that Till is not taking full responsibility for their actions.  Till contend that they did not enter a trade line on my credit report, however, the credit report from TransUnion dated July 31, 2022 states otherwise.  As evidence, I am submitting a portion of my credit report document with the TRADE LINE from Till ***** affirming that they did enter such item on my credit report without my consent or permission. Furthermore, Till reports that I pay my bills onetime and have a high balance of $1,290.00 over the last four (4) months.  This is clearly a trade line.  I tried to call Tills number listed on my credit report but it's disconnected.

  Till blames my apartment complex for the trade line however, my apartment complex's name is not listed on my credit report, it's Till **** Please see attached document for further clarification as it's in clear and convincing language.  

  Finally, Till suggests that I could have talked to their project manager of the credit builder program.  If I never enlisted into program, why would I elect to talk to someone about building my credit, when my credit score is already at 800.  What individual who has a credit score of ******************* need a credit builder program? This argument is baseless and totally misses the *****  

  Based on my reply, I have refuted all of Till's claims by providing evidence that the trade line exists on my credit report and lists Till as the creditor. Again, I've never opened an account, filled out a credit application or Googled Till company's name until it appeared on my credit report.  I have proved my assertions. 

  Till, I am asking you to submit any documents of a credit application or any other documentation where I gave you explicit permission to place trade lines on my credit report, a copy of any credit application, the removal of the trade line labeled Till ***** deleted from my credit report and a personal telephone call.  In my mind, there is no disconnect and this is a clear case of fraud.  I cannot move forward with closing on a home until this matter is resolved. Please re-read our email chain and the discussion between ****** and ****** your manager for additional clarity.  

  Now that you have my evidence, I eagerly await your response since I cannot contact you because your phone number is disconnected (see credit report). Shame!

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

  Business Response

  Date: 09/16/2022

  *****,
  
  Thanks for your information and we completely understand your concern. You will need to contact your property manager regarding the lease agreement you signed and how your personal information is shared with third parties. This will explain how Till was able to report on your behalf. 
  
  It is clear you are not interested in this program -- we have processed your opt-out. Additionally, we have requested deletion of this tradeline with TransUnion. This will remove the tradeline entirely and have zero impact on your credit. TransUnion has the information they need from Till to execute and typically, it takes less than 2 weeks on their end to have the tradeline removed.
  
  Please let us know if you have any further questions related to Till. 
  
  Thanks,
  Till

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 18016311
  
  I am rejecting this response because: Till ***** is not taking responsibility for posting the trade line to my credit report and not directing me to the source that gave them my personal information to place a fraudulent trade line on my credit report. 

  This is quite baffling.  Initially, you stated that you did not post a trade line on my credit report, I provide evidence proving otherwise and now your stating that you are deleting the trade line from my credit report.  This is the type of deceptive practices in which your company engages and without an apology. 

  As stated before, I have reviewed my entire lease agreement as well as talked to my apartment community representatives and they have no knowledge about your company.  How did you obtain my information?  Can you please provide the name and telephone number of the person at my community in which you talked too?  Again, I assert this is a case of fraud.  

  Finally, you neglected to answer my outcomes, and that's a telephone call from your company.  

  Till ***** has been spinning me since day one and this matter could have been resolved with the customer service representative and the customer service manager versus me filing a complaint with the BBB.  I never enlisted in your program so there is not need for me to opt out.  

  I eagerly await your reply.  

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

• Initial Complaint

  Date:09/07/2022

  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 used this service as it was offered by the leasing office at my apartment complex. However, the this company was late often sending rent payments causing me to have to get late rent notices by the leasing office often. I recently stopped using the service a couple months ago. I had to pay a significant amount to catch up on rent as Till was short on rent payments for multiple months. Obviously I had to pay the difference. I expect till to reimburse the difference of what I had to pay the leasing office for my rent, that they did not pay.

  Business Response

  Date: 09/08/2022

  Hi ********,
  
  Thank you for the feedback - We do apologize you did not have a great experience with Till's Flexible Rent Program. We would like to reconcile any concerns here and we believe these concerns are stemming from a misinterpretation on how the program works. Till simply facilitates a flexible rent payment schedule. We do not manage the monthly rent amounts / charges or anything associated with late fees -- rent amounts / charges are sent to Till from your community which allows us to build your personalized schedule.
  
  We do ask our community partners to waive late fees for any of their residents using our program, however, that is at their discretion and control. We would be surprised to hear if your community attempted to collect on those as almost all of our partners were happy to accommodate for their residents using Till. As for any discrepancy in Till rent payments to your community, we sent exactly what you paid Till from the time your account was opened in July 2021 through June 2022 minus applicable Till monthly fees. This can be validated by your resident ledger which your community manages. If there is question over the amounts paid during this period, we would request more detail so we can work to reconcile this -- you may contact us at ********************************************************** with this information.
  
  Thanks,
  Till