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:04/11/2024

  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.

  I received an email from my bank about a direct debit from a company named Credit Genie. The direct debit was for 4.99$ I am not a member of Credit Genie. Nor do I have any subscriptions. I have never used this company for any services. They fraudulently debited my bank account. I do not know how this company got my banking credentials. I contacted my bank immediately as well as Credit Genie. I was not able to speak to no one live at Credit Genie because there is only a chat and email option. I noticed where they tried to deduct from my account last month too but was unsuccessful. I am highly upset and feel violated. They have no right to prey on people and steal like this. I want a refund and for this company to be held accountable for fraud. They should be investigated immediately.

  Business Response

  Date: 05/06/2024

  This customer created their account on 11/27/2023 using the same information provided to the BBB. When the customer signed up to be a ********************** member and connected their bank account, they agreed to a $4.99 fee for maintaining their bank account connection. Additional details are outlined in our T&C which are outlined here:***********************************************************.
  
  The customer was refunded their bank connection fee of $4.99 on 4/16/2024.

• Initial Complaint

  Date:03/26/2024

  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.

  I was driving and my wife went to finish creating the account for me. She accidentally put in her name. I contacted Credit Genie and it was told to me in writing that they could fix the issue. However when they reached out the representative assumed I was married to a male. I corrected the representative and sent the information needed. Two days later I was met with an email that they now could no longer fix my name on my account and that my account was disabled. They didnt give any options. I reached out again and was told that because I requested to change my name which I indicated in the first email, when they agreed to fix it, they disabled my account completely. There was no apology when I asserted the behavior was discriminatory in terms of agreeing and then retaliating by not explaining any options such as proving my identity. I would like an apology and a call from a Manager to speak about the issue. We are legally married and our last names are not the same. This is pure discrimination.

  Business Response

  Date: 05/13/2024

  ********************,
  
   We are sorry to hear about your frustrating experience in signing up for Credit Genie.
  
   Unfortunately, as our Customer Support team member informed you on March 14, our fraud prevention requirements prohibit us from changing the full name on an account. In fact, our policies required the company to disable your account since it was initially registered under an incorrect name. These policies are designed to protect you from potential identity theft in case a malicious actor attempts to take over your account.
  
   You are welcome to create a new account using a different email address. We will be happy to waive 3 months of bank connection fees; please just contact Customer Support when you create your new account and provide them your email address so that they can apply the credit.
  
  We also apologize for the Customer Support team members assumption regarding your spouses gender; that was insensitive, and in no way reflect Credit Genies commitment to equality and inclusivity. We will coach that team member to use gender-inclusive language when interacting with our customers. Please note that our disabling of your account was wholly unconnected to the gender of your spouse and is part of a comprehensive and uniform set of fraud prevention practices.
  
   We hope to see you as a customer again soon!
  
  The ********************** Team
  
   
  
   
  
  ***********************

• Initial Complaint

  Date:03/26/2024

  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.

  I did not realize I was being charged a bank connection fee. I never even used this service. I canceled it and would like a refund.

  Business Response

  Date: 05/06/2024

  This customer signed up for our app and agreed to our terms and conditions on 08/12/2022 via the registration process in the app. Their bank account was connected on 02/11/2024 at 11:43 AM ET. The customer was advised there is a $4.99 monthly bank connection fee prior to connecting their bank account.Additional details are provided in our Terms and Conditions which are outlined here: ***********************************************************.
  
  The customer was refunded their bank connection fee of $4.99 on 5/6/2024.

  Customer Answer

  Date: 05/19/2024

  Thank you. Everything is resolved.

• Initial Complaint

  Date:03/25/2024

  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.

  I saw an ad for a loan for Credit Genie. I went to the site and put all my info like it asked. I was approved for $10 BUT you need to pay $4.99 monthly to continue using their services for loans. After I read all the reviews for this company I went to the credit genie app to pay back the $10 and cancel any further membership or subscription that I may ha e signed up for. Well, now that they have all your info you can no longer log into the app. I went as far as pressing the forgot password option to try and see if I could get in that way BUT it keeps saying that it can NOT be sent to my email. That email is the same as the one I used to sign up for credit genie. Ive been trying for a week and NOTHING!! I need to have this resolved and my membership cancelled!!

  Business Response

  Date: 05/06/2024

  The customer created their account and connected their bank account on 03/21/2024 at 8:32 PM ET. Prior to connecting their bank account, the customer agreed to the $4.99 monthly bank connection fee and agreed to the terms and conditions.They qualified and accepted an advance for $10.00 on 03/21/2024 at 8:36 PM ET. 
  
  We received a request for cancelation on 03/29/2024 and advised the customer that ********************** representatives are unable to disable an account with an outstanding balance. However, we provided the customer with the following information: Your email was mistyped upon account creation. If you would like to disable your account, you can log in with your email address (it has been corrected) and disable it on the Settings tab. Keep in mind, if the repayment is unsuccessful, we will not be able to check the balance prior to submitting future repayment requests if the account is disabled or bank account is disconnected.
  
  The customer has completely repaid their advance, and their account has been disabled and closed on 4/3/2024.

• Initial Complaint

  Date:02/14/2024

  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.

  I was using the service to better my credit score as they promoted company never took the money outside of it original date. This particular time company took funds outside of the date and took more money than they shouldve I respectfully asked you a courtesy refund or to release the hold sooner than I was supposed to because i was facing eviction and they had caused my account to go into overdraft they denied my request and then closed my credit genie account. So now Im left with nothing until payday I also left a photo to show when my account was disabled with credit genie

  Business Response

  Date: 03/08/2024

  The customer signed up for our services on 09/20/2023 and agreed to the terms and conditions. Our services do not include improving credit scores. The customer requested their most recent advance for $100.00 in app on 01/31/2024. We deducted one payment of $110.99 which included the delivery fee. It was processed on the repayment date agreed to on the checkout screen which was 02/09/2024.In accordance with our terms and conditions, the customers account was permanently disabled.

  Customer Answer

  Date: 03/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21293484
  
  I am rejecting this response because:
  
  
  Regards,
  
  *******************
  
  
  
  
  The company refused to allow me access to the funds the day that the money the money was supposed to be released and they then deleted the account because I told them they were cause me a penalty with my rent money. And I they made sure the deduction didnt show up on my bank statement so I couldnt retrieve the money from my bank 
  
  
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  Feb 6 2024 $11.04 was taken out my account Feb 5 2024 $4.99 was taken out my account Feb 5 2024 $71.00 was taken out my account Feb 2 2024 $29.95 was taken out my account I never signed up for this I don't know what this company is I just want my money back

  Business Response

  Date: 02/20/2024

  The customer signed up for the app on 9/10/2023 and agreed to the terms and conditions. The customer requested and received a $100.00 advance on 09/28/2023. The original repayment date agreed to at checkout was 10/12/2023. Sufficient funds were not available to withdrawal the full repayment. In accordance with our terms and conditions, partial repayments were drawn on 02/02/2024, 02/05/2024, and 02/06/2024 for a total of $111.99 which is the advance plus the delivery fee and any optional tips. We hope this clears up any confusion.

• Initial Complaint

  Date:02/04/2024

  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.

  They don't want to take responsibility for taking my money. I didn't know that they were going to take money from me.

  Business Response

  Date: 02/08/2024

  This customer signed up for our app and agreed to our terms and conditions on 01/20/2024 via the registration process in app. Prior to connecting a bank account, customers are advised there is a $4.99 monthly bank connection fee. Additional details are outlined in our T&C which are outlined here: ***********************************************************

• Initial Complaint

  Date:01/27/2024

  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.

  I've noticed a service fee coming out of my bank account and investigated where it was going. I found out that I had account with these folks. I've had it since 7/11/2022 according to them. That's 18 months of payments totaling $89.92 at $4.99 a month. I requested a line of credit after 18 months of service fees and got denied. These folks made no improvements to my credit score, made no suggestions in 18 months, and the first time I ask them for anything I was denied. The customer service permanently deleted and locked me out of my account, and offered me a measly $4.99 in compensation so long as 'I agree to the terms' I said absolutely not, and that to settle, I need at least $45 or a line of credit to justify their existence. They closed my account so here we are.

  Business Response

  Date: 02/07/2024

  On 01/27/2024, we responded to the customer's email from 01/26/2024. We advised when the account was created and it was done so using their email address and phone number. A verification code was sent via text to finalize the registration process. Customers can disconnect their bank account at any time in the app. However, as a courtesy, we did offer the customer a one-time bank connection fee refund. Unfortunately, they were not amendable to the resolution.

  Customer Answer

  Date: 02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21208878
  
  I am rejecting this response because:

  You all have factually charged me money and provided me absolutely no service. You all have not made a single suggestion to improve any aspect of my financial state as you claim is your primary purpose. You refused me a line of credit the one time I asked for one which is your secondary purpose as you all claim. A refund of one month's theft is absolutely insulting. I feel I am being more than fair requesting $45 of the $90 I've been defrauded, and if resolution cannot be found here, it will be found in small claims. I absolutely refuse to turn the other cheek, and I am under no obligation to do so.

  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair 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 took out 2 $100 advance in total the first advance was on December 30th 2023 was to be paid back at January 5th 2024 a set date by credit genie but they took out the repayment out my bank account 1 day before the repayment date that they scheduled i took another advance out January 4th 2024 and it was to be paid back January 11th 2024 but credit genie didn't take out the repayment on January 11th 2024 even though i had the funds available also it's no way for customers to manually pay the repayment in the app and platform so when they finally try to take the repayment it put me in the negative and now I'm trying to not get late fees and over drafts in my bank account this company has a history of doing customers like this and closing customers accounts due to an error that is credit genie fault i email them but haven't gotten a response yet

  Business Response

  Date: 02/07/2024

  We responded to our customers concern regarding their repayment on 01/26/2024. The repayment was for the advance taken on 01/04/2024. The original repayment date was 01/11/2024. However, we were unable to collect the full balance until 01/31/2024 (partial debits were received prior). Kindly refer to our terms and conditions with any other questions.

  Customer Answer

  Date: 02/07/2024

  [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:01/25/2024

  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.

  These indivduals decided to get personal in my business. This app mistakenly denied me an advance right after I had repaid, and I've been a customer whose repaid every time on time since November 2023. Today, they were taking their precious time assisting me, in addition to sending me message to wait more rather than addressing my issue. When I got upset at this, they then suspended my account leaving me $100 short because I complained about their terrible customer service!

  Business Response

  Date: 02/07/2024

  We received an email on Thursday 01/25/2024 at 7:44 AM ET. Per our automated response, it can take up to three business days to reply. We received additional emails on 01/25/2024 at 9:38 AM and 10:07 AM. We reminded the customer it can take up to three business days to reply and sending multiple emails can cause delays as emails are ordered by the most recent message in an email thread. We received emails again on 01/25/2024 at 10:16 AM ET and 10:48 AM ET. We advised that any further emails would result in suspending email support. As a result of continued harassment, the account was disabled.