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Complaint Details
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Initial Complaint
03/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contacted them for a credit check to pay $1.00. The one I got was TransUnion. They took out $29.99 twice. They are called Smart Credit *************). They sent it back to my bank 5 times and my bank declined acceptance. They told me I need to call my bank to get approval to accept this money. I would like a full refund of my money.
Business response
03/15/2024
After reviewing the account, we found the membership with SmartCredit began on September 6, 2023. According to our membership agreement, the initial $1.00 charge was for a 14-day trial period. If the account remains open beyond this period, a monthly recurring fee is automatically charged to the credit card we have on file.
The member reached out to us for the first time on November 21st. Despite her request falling outside our refund policy, we issued a refund for 2 transactions of back to the credit card on file. Unfortunately,the member's credit card issuer rejected the refunds. We lack the ability to compel the credit card company to accept the refund, which led us to advise the member to contact her credit card company directly.
Given that our attempts to process the refunds were unsuccessful and subsequently declined, we are unable to issue the refund requests again. At this point, there are no further actions we can take regarding this account.Initial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello! :-) I accepted the three credit reports of SMARTCREDIT of CONSUMER DIRECT, fee, $18.95. The three values aren't adequate or valid to the Experian.com of 713, Equifax at 710 and Transunion of 710. I intended to purchase the inquiry removal, but, due to the invalid, inaccurate, information; I didn't want to lose any money or cash at all. REFUND. The SmartCredit and Comsumer Direct, indicated a(n) six-hundred score, almost, a(n) 80 point discrepancy. REFUND, due to faulty information and invalid to factual site of Experian.com REFUND ********************** 12/24, 687.Sincerely,****************************Business response
02/16/2024
This letter is to inform you that we have reviewed the complaint from *************************;
The difference in the score has to do with the score model we use. Our system uses the Vantage 3.0 Scoring Model. It does not provide the same score as a **** score. Even the **** score has many different score models within its own product. Also, our system does not offer an inquiry removal process.
To resolve the member complaint, we refunded the member $18.95 on February 7, 2024.Initial Complaint
09/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Jan of 2023 I signed up for a membership as I was working when Limitless Credit which this business is associated with. This was part of a credit repair program which turned out to be terrible. I wrote to both companies/completed their process to cancel the membership back in Feb 2023. This company started billing me again in May 2023 without my knowledge or authorization. Theyre impossible to get in contact with.Business response
09/18/2023
This member signed up with us on January 24, 2023. There was no trial period.
Our records indicate the member first attempted to contact SmartCredit on September 6, 2023. At that time, she requested to close the account and we sent instructions on how to close online.
At this time, we have closed and refunded back the last 4 monthly sales transactions of $24.99. The refunds can take up to 7 business days to properly post to the account.Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Smart Credit has a co-branded partnership with ******'s Lane, whom I have filed a separate complaint against. I paid Smart Credit $24.95 every month for 18 months, and I have had NO CHANGE in my credit scores whatsoever, which made me believe they have a joint venture with ******'s Lane to defraud members. It has been showing the same information all along. I have a folder on my computer with all of my correspondence from Smart Credit, which has not shown any change in scores or information. Because of this I have not been able to move forward in being granted a mortgage loan after my husband passed away. I am asking for a refund in the amount of $424.15.Business response
09/20/2022
We reached out to the member directly and spoke with her regarding her account. While we were not able to refund the full amount request, we did refund 2 transactions of $24.95. ******************** agreed this resolved her complaint with us.Customer response
09/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
06/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up with smart credit through one of their partners on June 11, 2022. On June 22, 2022, I purchased an $18.95 upgrade to receive new reports with updated information after receiving notice of the changes on another credit reporting platform. The report I received did not have any updated information at all as promised on their site. I proceeded to call Smart credit the same day and was told I would be able to get a refund but was then transferred to two other people only to be told that I would have to contact the partner site for the refund. I have emailed and called numerous times and the partner site has not responded to either. At this point, I feel ripped off and would like to receive my refund for false advertisement.Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have cancelled our dealing with this company three times, and they keep taking money out every month! I dont know what to do anymore. We have called and spoke to people, they said theyve canceled us, and we have also emailed. They gave us back our mo ey twice yet, they STILL keep taking money out that we did NOT say it was ok! We have been done with them for months. Please help.Initial Complaint
06/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for ScoreMaster, a division of ConsumerDirect. After 1 month I reached out to cancel service as it was not something that was helping me track my credit any better than other options that I already had. In an effort to cancel my membership, I reached out via their website and submitted a customer inquiry request, no response. I have reached out via phone and I get put on hold for ***** minutes to no avail and get hung up on. I finally get someone on the phone and they tell me they can not issue refunds and their supervisor is in "training" and there is no one else on duty. Being that I manage a staff of 10 people myself with over 300+ indirect reports, I know that there should always be a supervisor on duty. I have requested that I get my past 5 months of fees returned to me. Totaling $49.75Business response
06/25/2021
This letter is toinform you that we have reviewed the complaint from ************************.
The member signed upwith us on November 9, 2020. Thismembership received 1 month free and then was a monthly fee of $9.95 per monthgoing forward. The membership wascontinually used through February 15, 2021. After that time, the member did not log in. However, we continue to engage our members bysending monthly emails and alerts. Themember received 15 emails from us after February 15th informing herof her active account and important information regarding her membership.
All members are ableto close their account online at any time. Our average hold time for call is less than 5 minutes and we do notallow members to hold for more than 20 minutes. At the 20 minute ****, a voicemail automatically picks **. In addition, we offer email customer serviceand the ability to leave a voicemail and request a call back.
The first communicationwe received from the member was on May 10, 2021, requesting to close. We sent instructions. On June 10, 2021, the member called and heldfor less than 4 minutes. At that time,we closed and refunded all the transactions we were able, which was 3 monthlyfees of $9.95. Our merchant processoronly allows refunds back 120 days. The memberwas not satisfied with this and spoke with a supervisor, who confirmed this wasthe ********** of refunds we could provide.
Those 3 refunds representa refund for all the months she did not log in and use the service. The member was not charged in June.
We also did a searchof all our phone logs to see if we had any call from the number on the membersaccount and were only able to find the one phone call on June 10, 2021 at 12:39pm PT. Our phone logs record all phonenumbers calling our system.
Member has received arefund of all monthly fees for the months she did not log in. No additional refund can be provided.Initial Complaint
05/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a monthly membership with smart credit, which falls under collection360 and consumer direct. I have been using the credit help system, and was told by their system if I paid off a specific amount of debt, my credit score would climb to 710. However, after doing so it only went up to 640. I called today to cancel my service and ask for a refund. The woman I spoke with first at collection sheild 360 was immediately confrontational. She passed me to smart credit which sent me back to her. She then proceeded to argue with me over the phone without knowing anything about me. She told me there would be no chance at a refund. Her customer service is the worst I have ever experienced. She deserves to be fired for it. I was able to cancel my membership, but have to warn everyone about the false information and awful customer service you will experience dealing with these people. Stay away. Far away.Business response
05/25/2021
We have review the account. In an effort to address the member's concerns, we called him directly. We have issued 2 Refunds of $9.48 to help resolve the situation. We apologize for any misunderstanding and hope we were able to resolve the situation to the member's satisfaction.
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Customer Complaints Summary
10 total complaints in the last 3 years.
3 complaints closed in the last 12 months.