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:09/09/2024

  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.

  Good evening,My contract with **** was through a Loan Income Share agreement at my ********************** Since my graduation I have had a **** Account under my professional email and phone number. I have provided all unemployment information (i am in graduate school) and payments when appropriate during this time. The beginning of this week I was cleaning out my computer and preparing to delete a gmail account which I have not used in several years. Upon this I discovered that I have a second **** account, under a different email, with more of my Undergraduate loans. I would like to emphasize I was completely unaware of this. To no fault of ****'s, my phone number was apparently entered incorrectly, with the last digit incorrect. Therefore, any efforts to contact me went unanswered. I received nothing by mail. Upon discovering this I immediately called ****, used their support email, and reached out with both account emails. I have since logged into the second account and attempted to update all information. My concern lies in the fact that in the last email sent to my prior to unknown account stated that my loan would be sent to collections. I have therefore been calling ****, leaving messages, and making every effort to contact support. I have received an email reply for my original account, stating that all my information was up to date. Whilst I appreciate this! It was not the answer I was looking for, and furthered my frustration as my emails from the other account went unanswered. An hour ago, I received an email from **** detailing that in October they will be transferring my loan(s) to another service. I therefore reach out on this platform in a desperate attempt to get a reply from **** customer support. I understand that the events culminating in this were a series of unfortunate mistakes, either on the end of my college or some other digital transfer. Regardless of this I would like it resolved. Please reply to me ASAP!Thank you.

  Customer Answer

  Date: 09/10/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
   
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  Entered into an ISA ********** Fulfilled my obligation by hitting a 12 month period a few months back. Submitted my prior years taxes, as requested. Asked for documentation that I have met my obligation, as I had not received. Was informed that I would recieve after my taxes were evaluated. Then, after they evaluated my taxes, they decided that, despite evidence, I no longer had paid my 12 months and instead was at 8. That I owned them more money. When looking into this they have stated I made $3K more than what I actually made each month in this prior year. Claiming that I made $10K some months. I have never made the much money in one month in my life. I don't know what kind of scam this company is running but they should be investigated.

  Business Response

  Date: 11/03/2023

  Customers Statement of the Problem:

  Entered into an ISA ********** Fulfilled my obligation by hitting a 12 month period a few months back. Submitted my prior years taxes, as requested. Asked for documentation that I have met my obligation, as I had not received. Was informed that I would recieve after my taxes were evaluated. Then, after they evaluated my taxes, they decided that, despite evidence, I no longer had paid my 12 months and instead was at 8. That I owned them more money. When looking into this they have stated I made $3K more than what I actually made each month in this prior year. Claiming that I made $10K some months. I have never made the much money in one month in my life. I don't know what kind of scam this company is running but they should be investigated.
  
  ***** Response to the Problem:

  Dear ********************,
  Thank you for bringing your concerns to our attention. We take concerns like yours very seriously and be assured we have completed a review of our systems, process, and team.
  As the program administrator of your Income Share Agreement ***** with ********* that was signed on 3/21/2022, Leif Technologies, **** (****) sends periodic verifications to ensure employment and income data is properly reported into the Leif Platform. One of the verifications we perform is our annual tax reconciliation. Any year that the contract is active, request tax documentation for the year before verifying that income is being accurately reported. 
  Upon performing annual tax reconciliation, we found a discrepancy in what was being reported on your income report, and the verified amount on your submitted tax documentation. This discrepancy is added to the income report automatically by our system in the form of an Underreported Amount line of income. 
  An email was sent to you on October 20, 2023, with an explanation for the underreported amount due to the discrepancy between what was reported in your tax documents and what was reported on the Leif platform for 2022, as well as on October 25, 2023, when the discrepancy was explained over an answered inbound phone call.
  When the final review of your tax survey was done on October 20, 2023, an email was sent that outlined that based on a review of the submitted tax documents, a discrepancy was flagged between what was reported in your documents and what was reported on the Leif platform for the period of January 2022 through December 2022. The underreported amount occurs when **** identifies a gap between what is being reported in our system and what is verified from income verification documents or submitted tax documentation. 
  Our system automatically breaks up the underreported amount in lump sums and then asks you to update the platform to reflect your gross monthly income for the underreported amount. Once resolved, your months paid will be updated to reflect correctly, as based on your tax documentation, the payment owed at the time should have been more than what was paid. Additionally, at the time of this response, the discrepancy has yet to be resolved as there is still an underreported amount for this period.
  If you would like to review your contract, a copy is available at all times on our platform to download. After logging in, click Terms from the top navigation, and click on Contract PDF. Once you have the contract open you can find the applicable section on page 5, section 5a. Confirmation of Earned Income and Employment. If you cannot access or experience any difficulties locating the information we have highlighted, please do not hesitate to reach out to our team at ************ or email us at **************** and we will be sure to help you however we can.
  If you have any additional questions please do not hesitate to reach out to us.
  Sincerely,
  *************************
  Manager, Customer Success
  **********************, ****
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I am in an *** with a former school that uses **** to fulfill contact obligations. I have been working with **** since 2019 to report my income but was notified that the income I reported did not match my tax documents. I underreported. I have been in contact with **** customer service since August 2022 to resolve the issue to no avail, until recently (the issue has since been fixed, my income should be correct now). During my exchange to get assistance with this issue, **** sent an email stating I was in violation of my contract and would not be responsible to pay the remainder of my contract. I am assuming this is because it had been more than 90 days and my income was not updated. I feel this issue is unfair since I was actively trying to resolve the issue as soon as I was notified by **** (again, in August). I would like to get this issue resolved, as I am active duty military and I will consult legal on my base if necessary. Emails are attached for reference.

  Business Response

  Date: 01/17/2023

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We take concerns like yours very seriously and be assured we have completed a review of our systems, process, and team.
  
  Upon review of your submitted income documentation, **** verified an income amount which did not match your Income Report. The Correct Income obligation was added to your account on October 7th, 2022 to resolve the discrepancy.
  
  The Correct Income obligation was unresolved for a number of days, reaching 90 days, which is why you received periodic escalated communications regarding past due status of the obligation. When your obligation was left unresolved for over 90 days your contract was breached and eligible for collections. This is outlined in the Breach and Remedies of your contract. We send out these communications periodically when an obligation is past due so that we can prevent escalations to collections.
  
  On January 5, 2023, you reached out to our support team for clarification on how to resolve the obligation to Correct Income. Our team communicated with you on this email thread until January 6, 2023 and the Correct Income obligation on your account was resolved. Since you have resolved the obligation, at this time, your account was returned to good standing, is no longer in breach or in a past due status. 
  
  As you mentioned, you reached out to our team on August 29, 2022 regarding previous past due obligations to submit tax documents and income documents. Our review shows that our team responded to your inquiry and resolved the obligations on your account on the same day.
  
  While we have since received confirmation from you that this matter is resolved, we hope that this additional information and context is helpful. If you have any additional questions please do not hesitate to reach out to us.
  
  Sincerely,
  
  *************************
  Manager, Customer Success
  **********************, Inc.
  
  

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Thank you for your response. I had been receiving income update emails from **** since August of 2022. My response has always been the same: Im not sure how to fix this issue on the website. Although staff tried to walk me through this process, it remained an ongoing issue. As far as I can tell, I am a being penalized for an issue I was actively trying to fix. It had remained unresolved for a number of days because I couldnt navigate the website on mobile. My tax returns have all been submitted, properly, so you all could see what I made the year. My income for every job I worked was accounted for.

   

  im rejecting this response because my issue has not been addressed: why am I being reported negatively on my contract by **** for an issue I was actively trying to fix to no avail? You have a record of my income. Ill retain legal counsel and pay them before I pay a dime on a contract for a bogus education that misrepresented their placement rates. If you cant reverse the decision, thats fine, Ill escalate the issue and seek relief another way. Take care. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/27/2022

  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.

  I got a student loan from this company. They have obligations that need to be done monthly. I've been struggling to fulfill an obligation because their website is not user friendly. They said not to use mobile and to only use chrome. Even then, the obligation is impossible to fulfill. I've requested support from their support team numerous times and even scheduled phone calls which they never fulfill. They are an awful predatory company, and I regret ever getting into business with them. I honestly think they're a scam

  Business Response

  Date: 11/18/2022

  Dear ******,

  
  Thank you for bringing your concerns to our attention. Please accept our deepest apologies for the frustration you experienced. We take concerns like yours very seriously and have completed a review of our systems, process, and team.

  
  **** is the program administrator of your Income Share Agreement with **************, signed August 15, 2020. An Income Share Agreement is a contingent payment product, and unlike a traditional student loans, you are only required to make a payment when and if you monthly income exceeds $3,333.33. That said, given the income contingent nature of this product, you are required from time to time to update and verify certain information. We strive to ensure that our online help guide and dedicated support staff can provide the clarity needed when completing these tasks.

  
  While we are disappointed to hear about your experience, please note that our communications with you only intended to help you understand the open obligations expected of you and how to resolve them. If an obligation remains unaddressed long enough, per the terms of your agreement, a breach of contract is possible. In an effort to ensure this is transparent and clear the terms of such a breach as well as potential remedies is clearly outlined in your contract. 

  
  When you recently resolved your outstanding obligation to report your income a historical balance was identified. The amount in owed was divided to be paid over the next 24 months to keep your payments as reasonable as possible instead of requiring the balance be due immediately. This was done keeping your experience top of mind.

  
  In light of your concerns over our teams responsiveness, we reviewed our records and found that you scheduled a call on October 27, 2022, at 1:30 p.m. (central) regarding an open obligation to correct your reported income. We called you at the scheduled time but the call was sent directly to voicemail to which we proceeded to leave a message. When you contacted us 10 minutes after our scheduled time, based on the limited time you had available to address your questions, we rescheduled the call for October 31, 2022, at a mutually available time. Our team attempted to call you three times during the block of time you said you were available but, with each attempt, our call was immediately sent to voicemail. To make every attempt possible during that scheduled time, we sent you an email informing you that our calls were going directly to voicemail and that we wanted to find a way to rectify the issue and connect over the phone as you had wanted. Although a number was provided to you to contact us, we were never able to speak over the phone. We recognize this was a deeply frustrating experience. Please be assured our team continuously reviews our processes to improve accessibility, responsiveness and transparency. 

  
  Based on the desired resolution of this complaint, we want to confirm that your outstanding obligation to correct your reported income was completed on November 8, 2022, which resolved the most pressing matter regarding your account. With that obligation complete, we want to advise that our system reflects two more outstanding action items to connect your bank account and submit your most recent income verification documents that we have sent emails requesting action. Completing these outstanding action items will stop the weekly email reminders from being sent out to you. If you would like to have assistance in completing these two actions, we have a number of resources available to assist. We have an help articles available for Bank Connection as well as for Income Verification Documents, email us at ***************** call us M-F 9am-5pm EST at ************, or you can schedule an appointment at a time convenient for you using the link previously provided.

  
  If you have any additional questions please do not hesitate to reach out to us.

  
  Sincerely,

  *************************
  Manager, Customer Success
  **********************, Inc.

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  Leif Technologies has now all the sudden asked me for paystubs when my account is current, I can only assume to ***** me out of my money. I have tried calling them several times and every time customer service is busy. I leave my name and number, no call backs. They have started multiple email threads but I have no name or case manager assigned to me to resolve this issue. I am leaving this complaint in an effort to get **** to be transparent. The documents they want are not available until tax time 2023. They are purposely ducking my calls and this is unfair and unreasonable.

  Business Response

  Date: 11/11/2022

  Dear ******,

  
  Thank you for bringing your concerns to our attention. Please accept our deepest apologies for the frustration you experienced. We take concerns like yours very seriously and be assured we have completed a review of our systems, process, and team.

  
  As the program administrator of your agreement with Victory Lap, Leif Technologies sends periodic verifications to ensure employment and income data is properly reported into the Leif Platform. We always want to ensure that the requirements of your agreement are clearly articulated. In addition to being outlined in your agreement, we also highlight these obligations throughout the onboarding experience and in regular communications. Regular communications like the ones that were sent to you on December 14, 2020, when initially entering into your agreement, as well as on April 7, 2021, as you were completing your program with Victory Lap. 

  
  While we are disappointed to hear about your experience, please note that our communications with you only ever sought to verify the employment and income data you had already reported on the Leif Platform and were sought in a manner consistent with the parameters of your agreement. If you would like to review your contract, a copy is available at all times on our platform to download. After logging in, click Terms from the top navigation, and click on Contract PDF. Once you have the contract open you can find the applicable section on page 4, section 5. REQUIREMENTS. If you cannot access or experience any difficulties locating the information we have highlighted, please do not hesitate to reach out to our team at ************ or email us at **************** and we will be sure to help you however we can.

  
  In light of your concerns over our teams responsiveness, we reviewed our records and found that you left us a voicemail on October 3, 2022, at 11:44 a.m. (central) regarding our 2021 Tax Survey. The survey only requires documents for income earned in 2021 and for which all documents needed should have been received in time to complete your 2021 income tax return. We responded with an email that provided a link to schedule a call to speak with someone directly on our team along with further information on how to complete your tax survey on the Lief Platform on October 4, 2022, at 7:10 a.m. (central). To our knowledge, we were unable to locate any other calls or voicemails in our system, nor found any scheduled calls with our team using the link we provided. If there is additional information that you would like to provide for us to further research we would be happy to discuss.

  
  A final review of your tax survey was done on November 7, 2022, at which time we notified you that **** was resolving this open action and closed out your tax reconciliation case. Additionally, at the time of this response, we see that you have uploaded the requested income documentation. Be assured this will be reviewed and we will respond to you should there be any questions. 
  You are correct, you never received a dedicated case manager. This is consistent with the way our support team is structured as we have found this ensures that all our team members are able to support concerns and maintain the highest quality and fastest response rates for any inquiry we receive. Please know that using the link provided will still give you direct access to someone qualified to assist you on our team, should you need to reach us in the future.

  
  Based on the desired resolution of this complaint, we reached out to you on November 11, 2022, at 1:49 p.m. (central) and reached your voicemail. So we sent a follow-up email that included the link to schedule a future call, at a time convenient for your schedule, for any additional assistance you might need. 

  
  While we have since received confirmation from you that this matter is resolved, we hope that this additional information and context is helpful. If you have any additional questions please do not hesitate to reach out to us.

  
  Sincerely,

  
  *************************
  Manager, Customer Success
  **********************, Inc.
  

  
  

  Customer Answer

  Date: 11/14/2022

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