Complaints

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

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  Creditly Corporation

  Plymouth Meeting, PA 19462-1708

  
• 

  Creditly Corporation

  3411 Silverside Rd Ste 104 Wilmington, DE 19810-4812

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:02/04/2025

  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 pay for a membership with Credit Genie, and set up payments to always come out the day after my payday, but for some reason they decided to process the payment on 01/31, leaving me with no way to get gas in my car to get to work. I di try to contact my bank but as I don't have a working phone right now they said they can't do anything to contact Credit Genie, I did and was told it can take up to 2 business days for an update on my ticket. I need my refund as i am going to lose my job if not

  Business Response

  Date: 02/24/2025

  
  We are sorry to hear about your recent negative experience with Credit Genie. Credit Genie discloses the repayment date during the checkout process which customers are required to acknowledge. For your specific cash advance, the disclosed repayment date was 1/31/2025. While Credit Genie attempts to align your repayment date to when you get paid, it is not always possible. On 1/31/2025, when we went to collect repayment, we noticed there were not enough funds available. As a result, we processed a partial payment, which is our standard process as detailed in our Terms and Conditions of Use. Our process continues to attempt to process repayments until the amount is repaid which is further detailed in our Terms and Conditions of Use.
  
  Please note that depending on your account status, you may be able to modify your repayment date within the Credit Genie app. If you require further assistance, you can contact Credit Genie customer service prior to your repayment date to request a repayment date change. Thank you for being a Credit Genie Customer.
  
  
  

• Initial Complaint

  Date:01/24/2025

  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 closed my account a long time ago and yet i am still being charged for the bank account connection fee.. I have sent MULTIPLE emails asking for help and i get no response... (#****** and #******) are just the ones i can pull up in my email right now.. there has been more... This is theft! DO NOT USE THIS COMPANY. IT IS A JOKE. I need my money back immediately. You are taking food away from my children...

  Business Response

  Date: 02/24/2025

  We investigated this customer issue and determined the issue was caused by the customer creating two accounts, and when the customer contacted us and requested service, they used an email address that was not related to their service request which resulted in miscommunication. Only one Credit Genie account is permitted as outlined in the Credit Genie Terms and Conditions of Use.
  
  As a courtesy, we have refunded five bank connection fees associated with the account in question for a total of $17.45 and closed the account.
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  Transaction dates are 10/21, 10/28, and 11/11 for $3.49 totaling $10.47. This is an app that you can get a payday advance. It's a scam. They make you pay a monthly fee of $3.49 just to b told not qualified right now check back in a couple of days. 2 months later says same thing ...I have been trying for 2 months to get this company to disconnect from my bank and to close my account and they just ignore me. They have no way of contacting them but to submit a help ticket which I have done 4 times and not one word from anyone. This is becoming very frustrating and they take money whenever they feel like it. I was charged twice in the month of October and I bet they try to charge me again for November. i need this shut down and my money back like I have been asking for 2 months now. I'm at my wits end and don't know what to do. I'm to the point I want to sue them now so they know they can not do this to people.

  Business Response

  Date: 11/13/2024

  Thank you for bringing this to our attention. 

  When a customer signs on for an account with us we state very clearly on our App that the Bank Subscription Fee is a bi-weekly charge to maintain the bank connection. This allows us to check the account balance and incoming deposits to provide financial insights and check eligibility for cash advances. We state very clearly that the Bank Connection Fee does not guarantee qualifying for an advance and in this case the Customer did not meet the eligibility criteria. 

  The Customer states that they contacted us 4 times over a two month period when in fact we can find only 2 such contacts both of which were since 11/4. We did reach out to the Customer to ask when the additional contacts were made so that we could investigate if there were any failings on our part but the Customer declined to say. The Customer was also asked to refrain from using abusive language in their emails which we do not condone. 

  We understand that it can be frustrating for the customer to not meet the eligibility requirements and we have refunded the Bank Connection Fees and disconnected the Customer's account as requested. 

• Initial Complaint

  Date:11/04/2024

  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 company operates an app called Credit Genie. When you connect your bank account, they start charging you $3.49 bi weekly. For the charges to stop you have to login to the app and delete your bank account from it. It is impossible to login to the app to get the charges to stop. When logging in with username and password, it tells you to enter a verification code sent to your mobile device. No code sends, and it remains impossible to login. There is no way to contact a live person from their website, but the charges keep coming. My email is ******************** for the account, I want my account deleted so the bi weekly charges stop. Even if you click reset password it says error cant send link. They do not want you to login to remove your bank account information

  Business Response

  Date: 11/13/2024

  We are sorry you had difficulty with disconnecting your account. When signing up for our service you register your email address and telephone number and these are used to verify your account when you login. Unfortunately Mr. ***** has more than email address and the one he used to attempt to sign in is not the correct one. This prevented our system from verifying him. We receive customer requests via a web form available on our app or website and respond within 1 business day however we did not receive any service requests from the customer from either email address. We are happy to confirm we have disconnected the account as requested.

• Initial Complaint

  Date:11/02/2024

  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 contacted credit genie on 10/22 letting them know I revoked their ACH access and authorization to my bank account. As stated in their guidelines, I gave them more than 3 business days for the request to be processed, as it was to go through on 10/30. I also requested for my account to be deactivated as well. I sent it through their customer service site and it was confirmed as successful. I checked back with the App 2 hours later and my account had been deactivated per my request, proving they had seen requests. On 10/30 they took ****** out of my account without my permission, as I had revoked it and I know they received my requests as my account was deactivated hours after being sent. I reached out to them once again, and they claimed they never received any request from me, which can't be true because they deactivated my account as requested but still took the money I revoked for them to take. I want the money returned to my account, as they clearly broke their own guidelines and accessed my account without my permission.

  Business Response

  Date: 11/19/2024

  When contacting us we request a customer uses or gives us the email and telephone number associated with the account. Upon investigation we cannot find any communication from the provided email address other than the response on Oct 30. 
  As per our terms and conditions, we require notification at least three full business days before the scheduled debit date. This notification must include the email and phone number associated with the mobile app account. Without the correct and complete information, it may not be possible to stop the withdrawal of the preauthorized transaction.
  When users sign up for a Cash Advance they agree to repay the advance per our terms and conditions and despite this customer not being willing to repay the advance, and not providing proof of the earlier email on 10/22, we have, in good faith, issued a refund for their advance repayment as a courtesy.

• Initial Complaint

  Date:09/03/2024

  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.

  08/30/2024 They took $100 out of my account

  Business Response

  Date: 09/04/2024

  Thank you for bringing this issue to my attention.

  We are a provider of cash advances to our members who subscribe to our services through our App. This Customer created an account on 8/10/2024, applied for an advance, and at 5:03 PM ET on the same day, accepted the advance offer which was delivered to their bank account on 8/13/2024. The original repayment date as agreed to and electronically signed by the Customer was 8/16/2024. We were unable to process the repayment on the agreed date and as per our terms and conditions which were also agreed to and electronically signed by the Customer, we re-attempted to collect the payment of the advance, which processed on 8/30/2024.

  The Customer has not attempted to contact us since applying for and accepting the advance. 

  We aim to help our Customers and hope this clarifies the issue for you.

   

• Initial Complaint

  Date:08/12/2024

  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.

  Well I trying to get a payday loan so I went to credit genie and went I first went on the website they subscribe to some bi weekly stuff Im like cool ok I need the money I subscribe but then after that I tried to borrow money but they wouldnt let me at all remind Im subscribe so they got my bank info so I dont understand why I cant borrow money but they can have to option to just take money out my account well basically I figured out they lil scam real fast they pray on desperate broke people when u go the app or website they know they not going to give u money but they want you to subscribe and just freely talk money out your account but dont let u and u borrow and by the time u dont need to borrow any any more they take money out your account all this say ********************** ********************* ON THE DESPERATE IN A WORLD WHERE INFLATION IS VERY HIGH CAN YALL PLEASE LOOK INTO THIS COMPANY I *****% can guarantee its a scam they dont even have a phone number THANK ME LATER

  Business Response

  Date: 08/15/2024

  Thank you for the opportunity to respond to your complaint. 

  On this occasion the customer applied to join our bank connection subscription service which provides financial analysis, special offers and the opportunity to apply for cash advances on August 3 and applied for a Cash Advance. As stated clearly on our App "Connecting a bank account and paying a bi-weekly fee does not guarantee approval for a Cash Advance".

  We use many factors to determine qualification including but not restricted to; Bank Account Age, ******************** Account Balances & Bank Account activity and on this occasion unfortunately the customer did not meet the qualification criteria. By maintaining a subscription with us customers who don't qualify first time can continue to apply for a cash advance as they may qualify within a few days as circumstances change. Furthermore building a relationship with us can qualify for larger cash advance amounts as a successful repayment record is built up.

  The customer contacted us August 9 and we responded on the same day expressing our regret at this customer's dissatisfaction with our service, explaining the benefits of maintaining the service, and explaining how to disconnect the bank account if the Customer no longer wished to maintain the subscription service. We did not get a reply from the Customer after this initial communication but will endeavor to reach out to the Customer again to resolve this issue. 

   

• Initial Complaint

  Date:07/18/2024

  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.

  On July 6th or 7th, *************************************** requesting the account to be disconnected a week prior to that - once my cash advance was repaid, the account was disconnected, when I tried to reconnected it the app stated I had to wait 5 days to reconnect it again; I reached out to the customer service team and got a response on July 9th; the representative claimed this bank account was already connected with another Credit Genie account in the past which is untrue - then I noticed my account was disabled without any reason or explanation- so far, my numerous attempts to contact this company using their official help website have been unsuccessful, I got another response on July 17th, it was the exact same response and basically copied and pasted their original response from the 9th stating that this account was already used in the past with a different account. Regardless, my account should have never been disabled whatsoever. Now, I submitted a review on TrustPilot and this company is aware of the long wait times and I expect a response. This company has been a disaster to work with, especially because customer service response times take a long time and if you do get a response the responses are unclear and don't actually address the actual issue at hand. The representative never even mentioned my account being disabled and I just want my account restored. If that is not possible, I am expecting some sort of compensation or otherwise I will cease ever doing business with this company ever again. I love this service and I want to utilize this service from time to time but this is not acceptable.**RE-ENABLE MY ACCOUNT**

  Business Response

  Date: 07/31/2024

  This customer contacted ********************** to reconnect a bank account that they indicated they mistakenly disconnected. Upon review of the customer account, we confirmed this customer had opened three accounts. This is against the account terms and conditions the customer accepted at each account opening. Each account was opened using a unique email address and was verified by mobile phone number, and all three accounts had attached the same bank account.

  The customer attempted to apply for cash advances under two of the three accounts which is both prohibited and presents risk to Credit Genie. The customer was informed that the bank account would be permanently disabled for the account using the email address on the customers inquiry, as per our account procedures. The customer was also informed they can attach a different bank account to use ********************** services in the future. As detailed in the terms and conditions, cash advance eligibility requires, among other things,evaluation of deposits and transaction history. Any new bank account used will need to meet this requirement to be eligible for a cash advance. The other two customer accounts were closed. Further details on customer interactions are below.
  

  On 7/9, the customer contacted ********************** after reporting that they disconnected their bank account in error and requested it to be reconnected.After reviewing the account, we determined that there were multiple accounts opened with the same bank account, each with attempts to apply for a cash advance, which is prohibited per our terms and conditions and presents risk to Credit Genie.
  On 7/9, we responded to the customer informing them that due to the multiple accounts with the same bank account, the bank account would be permanently prohibited.
  The customer reached out again on 7/11 and 7//17. On 7/17, we responded with the same explanation.

  Customer Answer

  Date: 07/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:06/05/2024

  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.

  THIS COMPLAINT CONCERNS FULLYED DENIED ******** DENTS CALLING THEMSELVES CREDIT GENIE THAT HAVE REPEATEDLY REFUSED TO ANSWER MY COMPLAINTS. I NEED MY MEMBERSHIP CANCELLED AND I NEED IT RETROACTIVELY CANCELLED FORED SUSPECTED FRAUD BY ******** CREDIT GENIE DENTS. I HAVE NOT BEEN OFFERED ANY CASH ADVANCE AS THE CREDIT GENIE DENTS FRAUDULENTLY CLAIMS SINCE JUNE 9. ************************************************************************* OUT OF FEES.I NEED ALL FEES WRONGFULLY TAKEN FROM MY CARD FULLYED REFUND IN THE AMOUNT OF $85.00

  Business Response

  Date: 06/28/2024

  This customer enrolled for ********************** services on three separate occasions using three separate email addresses even though only one account is permitted per our terms and conditions. At each enrollment, the customer received disclosure of a recurring monthly bank connection fee and took action to accept the fee as part of enrollment. The customer contacted us only once on 4/23/24, at which time we explained the monthly bank connection fee enables us to provide the customers with insights to their banking behavior and enables us to assess eligibility if the customer wants to apply for a cash advance. Our records show the customer received one small cash advance.
   As a courtesy, we provided a one-time credit of $60.85 on 6/28/24 that equates to the bank connection fees charged and closed all the customer accounts.

  Customer Answer

  Date: 07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  
  

  Customer Answer

  Date: 07/02/2024

  I WILL ACCEPT THE $60.00 REFUND OFFERED BY THE BUSINESS CREDITLY CORPORATION.   PLESSE HAVE THUS PROCESSED BACK TO MY CREDIT CARD BANK CARD NOWED.  THANK YOU.

• Initial Complaint

  Date:05/03/2024

  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.

  Need ACH and any auto payments debits revoked at this time due to DIF.

  Business Response

  Date: 05/10/2024

  The customer contacted ********************** on May 3, 2024, and the issue was resolved the same day.