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:01/04/2024

  Type:Customer Service 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.

  No phone service is available to customers! CREDITGENIE will charge fees to your bank account WITHOUT AUTHORIZATION! There is no way to call to speak with a LIVE HUMAN BEING! They email you back saying they will call you within 3-5 business days! This must be a scam because they have taken money out of my bank without asking and no way to contact them live to be refunded! This is a scam! No one does business this way unless they are crooks!

  Business Response

  Date: 01/09/2024

  The customer emailed us on 01/04/2024. We exchanged a few emails and came to a resolution to which the customer agreed on 01/08/2024 at 9:08 PM ET. We are unable to upload documentation as it contains personal identifiable information.

• Initial Complaint

  Date:12/11/2023

  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 closed my account cause they disconnected my bank account after I got my fee back from paying cause they charge a fee to have it connected so I got it back and now they keep trying to get the $78. Which they said cancel a d they can't get anything now they keep trying to.

  Business Response

  Date: 01/10/2024

  We are happy to address the concerns this customer has. On 10/31/2023, they requested a cash advance. It was deposited into their account on 11/1/2023. The original repayment date was 11/6/2023. The advance was not repaid by the repayment date. On 11/27/2023, the customer disconnected their bank account from our service. When a bank account is disconnected with an outstanding advance balance, our customers are advised prior to disconnecting their bank account that we will not be able to check their account balance and we will attempt to pull the repayment starting on their repayment date which may cause overdrafts. The bank account was disconnected and several debits were attempted without the ability to confirm sufficient funds were available.

  On 11/13/2023, we received an email stating the customer had disabled the account. Per our records, this did not actually occur until 11/27/2023 as indicated above. In response, we reminded the customer of the outstanding balance. On 12/1/2023, we received another email requesting the account to be closed. We advised the account had been disabled on 11/27/2023. However, we were still attempting to collect for the outstanding balance. As of today, there is still an outstanding balance of $78.00 which includes the outstanding cash advance balance, our express delivery fee and optional tip.

  Normally all our services are done online, but in this case we are willing are happy to have the customer send the repayment via money order to address on our website. In the meantime, we will ensure no further debits are attempted to be withdrawn from the customers account.
  

  Customer Answer

  Date: 01/17/2024

  [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:
  Yes please  send me the address  by email thanks
  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:11/17/2023

  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.

  On 11/9/2023 I put in writing to Creditly Corp, aka Credit Genie that I withdrew any and all consent to any withdrawals or debits from any financial accounts that I own. On 11/15/2023 credit genie withdrew $27 from my account. When I asked them about it they responded in writing saying they knew that had received my request and that it should not have been withdrawn. They keep promising a "refund" of the $27 but never send it and never respond when asked when they will be sending it.

  Business Response

  Date: 11/17/2023

  On 11/15/2023, we communicated with the customer that this transaction should not have transpired. As it took place via ACH, we advised that it typically takes four business days to fully process on our end and we would continue to monitor their account with us to see if it cleared on our end quicker. Debit card transactions are made quicker and can immediately be refunded. Unfortunately, the ACH process takes longer. We did however, process the refund today as we advised the customer at 12:57 PM ET. Processing time will vary upon the customer's financial institution.

• Initial Complaint

  Date:09/21/2023

  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 took out a Cash advance with credit genie, and they are taking the money out of my bank account early. My bank account is at -$71 as of today 9/21, they were supposed to take out the repayment on 9/22. I will attach something from their app, showing that they don't take out the repayment unless there is sufficient funds and they do it on your payday. They took it when I didn't have sufficient funds, and it's a day before my payday. I tried contacting them, but they have only an email service that takes up to three days to hear anything back. Even though the repayments have cleared my bank account, their app says I haven't paid them yet. So they're accusing me of not paying yet, even though I have!!!! I need the money put back into my bank account today 9/21, or credit genie will be responsible for overdraft fees

  Business Response

  Date: 09/25/2023

  Please note that Credit Genie transactions related to our customers accounts are according to our Terms and Conditions to which our customers agree to at the time of their advance application. We are happy to update this date if it does not align with the date our customers next paycheck is deposited into their bank account.
  The date that our payments are processed are purely based on the transactional data that we received at the time of the advance application, and is presented to the customer on the 'Check Out' screen of our App to which they agree. In this case, the original repayment date displayed at check out and agreed upon was 9/15/2023.We did not detect sufficient funds in this customers account until 09/20/2023. Significant funds were reported, and no overdraft fees resulted in our transaction. Should the customer have evidence we are not seeing on our end showing our transaction caused an overdraft, we are happy to resolve this issue.
  

  Customer Answer

  Date: 09/29/2023

  I've attached screenshots of both my bank account, and a message on their app saying that they would deduct the money when my bank account has enough funds.  As you can see, I had a lot of other charges that day when they claim I "had funds", yet you can see that I didn't.  All of the other charges listed, were pending before credit genie took money out.  *** bank allows customer to overdraft up to $20 without penalty, but I went well over that because of credit genie taking money out when I didn't have the funds.  My payday would have been the next day, and had they taken the money then, we would have avoided this entire issue.  So again, they owe me $20 for the overdraft, and I will also be charging $10 per day for interested, for each day since they took the money out, and up until they pay it back.  So about $90 total if they pay me today 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

  Business Response

  Date: 10/31/2023

  Per the customer's attachment, there was a balance of $78.20 after our transaction posted on 09/20/2023. The negative balance and overdraft item charge did not appear until 09/21/2023 which indicates that the repayment to Credit Genie did not result in the Overdraft fee. We certainly understand the frustration and would have been happy to work with the customer had our debit/ACH caused the overdraft fee. However, this is not the case as our transaction did not cause the overdraft charge.

• Initial Complaint

  Date:08/31/2023

  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 have contacted this company before to stop taking money from my account after I cancelled. No response. I have placed stop payments on the charges with my bank, and they change their merchant ID so they can get the money. I have tried logging into the app for months to see what else to do and can't get into the app. Says it's sending me a code when I click forgot password, and the code never comes through. Been happening for months.

  Business Response

  Date: 09/08/2023

  We received this customer's email at 7:19 PM on 08/31/2023 regarding their account. Per our automated response, it can take 3 business days to reply to emails. We responded on 09/05/2023. With 09/04/2023 being a holiday, this was within the response time. We advised the reason they were not receiving the password reset was because a different phone number was used to create the account. We disabled the account for them immediately.

• Initial Complaint

  Date:08/31/2023

  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.

  Credit genie charged me $4.99 for a fee to connect a bank account. When I tried to disable it I couldn't re install the app because I had to connect a card so they could keep charging me. I complained to them yet they said they couldn't refund me the money because I agreed to some terms and this and that, which is not correct.

  Business Response

  Date: 09/12/2023

  When a customer signs up to be a Credit Genie member and connect their bank account, they agree to a $2.99 monthly fee ($4.99 for new users and all users beginning 07/01/2023) for maintaining their bank account connection. The membership fee does not have any association with advance qualifications. Users are advised of this charge prior to connecting their bank account.
  
  Credit Genie customers with an active bank connection receive low-balance account alerts and insights into their spending habits. They are also able to apply quickly for cash advances via the app.
  
  If they no longer wish to receive these services and want to avoid any future bank connection charges, they may disconnect your bank account from Credit Genie by logging into the app and visiting the Settings section.
  
  The attached screenshot is from the app and is displayed prior to connecting a bank account. It also advises how to disconnect the bank account within the three-day free trial period.
  
  We did offer a refund to this customer on 09/05/2023 at 5:20 PM ET but did not receive a reply.

• Initial Complaint

  Date:08/09/2023

  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 took an advance from this company. I have changed jobs and my paydays have changed. I have emailed twice and they have not responded. I just need to push my repayment back a week to the 18th and they just refuse to respond.

  Business Response

  Date: 08/21/2023

  We received the email on Sunday, 08/06/2023. Per our automated response, it can take 3 business days to respond. We responded on Wednesday, 08/09/2023 requesting the date of the new payday and updated it when we received the response. We received an email back from the customer thanking us for our assistance. We do not have any other outstanding emails from this customer that can be located at the time of this response.

• Initial Complaint

  Date:04/01/2023

  Type:Customer Service 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 sent an email on Sunday, March 26 asking them to not charge me the 100 dollars I owe on March 31 because I was unable to pay it back. Per their policy, they are supposed to get back to customers in two to three business days. They didn’t bother replying until Saturday, April 1, a week later. By that time, the money was already out of my account. They have now shut my account down leaving me unable to take out money to cover the cost. I am also unaware if they canceled my membership. Since I can’t take out money, I want confirmation that my membership has been canceled. I contacted my bank and have disputed the 100 dollar charge. I want them to work with me on a payment plan that works for me.

  Business Response

  Date: 04/14/2023

  The original email was received on 03/26/2023 at 5:34 PM ET as the customer stated. However, another email was received on 03/28/2023 at 9:48 PM ET which unfortunately resets the email receipt time stamp to the time the most recent email was received. We advised the customer that repeat emails within a thread can lead to this. We responded on 03/31/2023 at 10:14 AM ET which is within two business days and our timeframe.  The email on 03/28/2023 contained language and we chose to permanently disable the account in accordance with our terms and conditions. Unfortunately, the payment was already in progress at that time.

  Customer Answer

  Date: 04/30/2023

  [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: ********
  
  I am rejecting this response because:
  There is no confirmation that I wont be charged a membership fee anymore. My email also did not contain language therefore, there were no grounds to disable my account without informing me. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 06/20/2023

  The language contained in the email was such that required permanent disabling of their account under the provided email address. When this occurs, the bank account is disconnected and the bank connection fee is no longer charged unless the customer has created another account.

• Initial Complaint

  Date:12/30/2022

  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.

  I signed up with credit genie around the 26 or 27th of December and I decided that it wasn’t a good fit for me so I wanted to pay my advance back and close the account. I looked up how to close the account and it stated to log into the app disconnect your bank account then email them to close the account but when I went to remove my account I didn’t have that option and was charged yet again for the account connection fee. I emailed a dozen times with all the information that was asked my name email and phone number and only received a generic response telling me to send my info when I already did and to remove my bank. I sent screenshots to show that I didn’t have the option to remove my account and I still haven’t gotten a response my next step is contacting an attorney. I sent my first email December 28th

  Business Response

  Date: 01/06/2023

  Due to the holidays, we have delayed response time. We responded to this customer on 01/03/2023 and advised them "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation." We relayed this information to the customer several times as ACH withdrawals are not processed the same as debit transactions.

  Their account was permanently disabled as of today which was the 4th business day.

  Customer Answer

  Date: 01/20/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  
  this business has never reached out to me in regards to this issue instead they blocked me from accessing the account to delete or emailing them saying that I violated an agreement which I didn't they are scammers 

  Business Response

  Date: 01/26/2023

  We were in communication with the customer. We received responses from the customer as well. Due to the information contained in emails, we are unable to upload. However, here is a copy of the text contained in the response on 01/03/2023 to one of the 4 emails we received from this customer on 12/28/2022:
  Hi,
  "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation.
  
  Sincerely,
  The ****** ***** Team"

  It was sent on 01/03/2023 at 2:26 PM EST. The customer responded at 3:09 PM EST "Yes, please cancel." And with "Has this account been closed and can you remove my bank account from here as well" at 3:11 PM EST the same day. We reiterated on 01/03/2023 "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation."

  The customer took a snapshot of their transaction details which simply stated it was "Received for processing" on 01/03/2023 with a message: "I don't have an outstanding balance delete this account or I will be taking legal action as well as filing fraud with my bank "
  

  We replied on 01/03/2023 at 4:23 PM EST again reiterating "It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation."
  

  The customer made threats. Once her repayment fully processed, we disabled her account per her request and suspended her account permanently in accordance with our terms and conditions.

  Customer Answer

  Date: 02/08/2023

  [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:
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  
  I didn't make threats I made a promise if my account information was not removed and this closed I would take legal actions I shouldn't have had to wait days for you to post a payment that you had already taken from my account and I should have had the option to remove my account information myself like it states on your site which I couldn't 
  

  Business Response

  Date: 03/29/2023

  ACH payments are slower than debit card transactions. While ACH payments may show as cleared on one party's end, they do not post on the other party's end for several business days as we advised. We cannot disable an account until it clears on our bank's end.

  Customer Answer

  Date: 04/28/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/08/2022

  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 signed up for advance using my account they got advance back and automatically connected the this account to my husband bank account with no authorization and the app doesn't let you cancel the account being trying to reach there customer support over a week no response and I just want my account closed

  Business Response

  Date: 11/14/2022

  The attached image is related to a different company (******); not Creditly. However, we received conflicting emails from the customer. One on 11/07/2022 inquiring when another advance would be available after repayment finished processing on 11/09/2022. The following day, we received several requests to cancel the account. This customer's account was permanently disabled per their requests received on 11/08/2022 once the payment finished processing. The account was disabled on 11/09/2022 as requested. On 11/10/2022, the customer emailed us wondering why she was unable to reopen the account. We advised that we had received multiple emails requesting the account be closed. Please advise if any additional information is required to satisfy this inquiry.