Complaints

This profile includes complaints for Credit9's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Credit9

  18200 Von Karman Ave Ste 500 Irvine, CA 92612-7145

  
• 

  Credit9

  18201 Von Karman Ave Ste 700 Irvine, CA 92612-1058

  

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:07/23/2025

  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.

  In 08/13/ 2020, I joined ********'s debt settlement program. Total Amount Financed is $10,458.82. After 1-year payments, $389.61*12. ********'s sent me a Credit 9 loan Loan Agreement to pay off the rest of the debt settlement. Then they told me I still have unpaid principal amount of $11,345.40. I was confused why the unpaid principal amount more than initial amount financed.I talk to them by phone and email, nobody answers my questions, they just sent me the final loan documents "Please fill them out ASAP". I stopped making the payment, The Loan Processor explain: Youre another step closer to becoming debt free, your credit growing. After negotiation, they rearranged the payment, and I paid according to their instructions on Jan ******. According to their MODIFICATION OF LINE OF CREDIT *************** AGREEMENT, my payment end at 05/20/2025, the last payment should be $49.20. But they charged me $998.00 without any notice, any reasonable billing. I emailed at customer ********************************** ask for reason. They didnt explain me and told me Our records indicate that you have a past due amount of $957.14. I send them proof of MODIFICATION OF LINE OF CREDIT ***************, payments history. I ask them for evidence about the past due amount of $957.14. Never answer. The Credit9 can't add the balance without any reason, contract, agreement. I request them to provide evidence that I owed them money. Otherwise, they have no right to collect the debt from me.

  

  Business Response

  Date: 07/29/2025

  Thank you for sharing your concerns. We have reviewed your account.
  The extra amount you were told you owed happened because of late or missed payments. With a simple interest loan, if payments are late or missed, the total amount you owe at the end can be higher.
  However,as a courtesy, Credit9 has now marked your account as Paid in Full. You do not owe any more money. We will send you a Paid in Full letter, and we will update your credit reporting so it shows your account is current.
  We hope this resolves your concerns. Thank you for your patience during our review of your account.
  

  ********************** LLC
  Customer Service Team

  Customer Answer

  Date: 07/30/2025

  
  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

  Date:07/18/2025

  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 am currently being sued by one of the creditors that ******** supposedly settled for me. Then afterwards I have a Credit9 loan to wrap everything neatly in a bow and now i come to find out that ******* was never paid. How do I come to find out? A court summons taped to my door. Absolutely ridiculous, sham of a service. Takes your money and does not deliver at all.

  

  Business Response

  Date: 07/21/2025

  Dear ****** *****,
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to review and respond.
  We have carefully reviewed your account and have determined that an error occurred resulting in the TD creditor being excluded from your credit9 loan. Due to this error, we are willing to resolve this matter. Please contact the credit9 customer service team, ****: back office, at ************ to discuss a resolution.
  We sincerely apologize for any error that has occurred and appreciate your patience in the settlement of this matter.
  Credit9 LLC
  Customer Service Team

• Initial Complaint

  Date:06/10/2025

  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 would just like to report the delay this company is taking in reporting my payments to the *************'s. I find it unethical that they do not report payments made with the same time frame they report late payments. I paid my account in full 04/15/2025 and as of date they still have yet to reflect this payment with the credit bureaus, almost 60 days.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing this matter to our attention. Credit9 strives to submits crediting reporting on a regular basis.  A short delay occurred with our April submission, but we have confirmed this submission did occur. Please understand updates can take up to ********************* a consumers credit report. If you do not see an update occur within a reasonable period of time, please contact us.
  We trust this satisfies your concerns. If you have any further questions regarding this matter, please contact credit9 customer service. 

  Customer Answer

  Date: 06/12/2025

  Thank you for your response, but I do not accept your explanation. Ive never had a transaction take over 60 days (I was told it could be up to 90 days) for it to reflect on my credit. I think this is a blanket statement and timeframe your holding to and I still find it very unethical and shady business; for one reason Im not afforded the same leniency if I were to make a late payment to you, it would be reflected to my credit within 30 days. And additionally I find this appalling because the very premise of your company is to aid consumers with debt consolidation and credit repair. To do that it requires regular on time payments by the customer and prompt regular credit reporting by your company. I upheld my end of the deal, yet your company has not, you have helped my credit zero percent. Of all the companies to delay reporting it should not be your company! And please dont tell me you have nothing to do with the time it takes to reflect on my credit. Because *** never had this delay with any other company before. So explain that?! Really no point responding further. I just dont agree with how your company handles this delicate matter of your customers credit validity. And this very matter makes your claim of service, the service I paid you for.fraudulent. All your doing is collecting interest on a loan. You have no commitment or concern in actually helping your customers rebuild their credit. 

  

  Business Response

  Date: 06/16/2025

  We regret you feel your concerns were not addressed.  As we indicated in our initial response we have confirmed that current account information was recently submitted to each credit reporting agency to which we report.  We appreciate your patience in this matter and consider the noted actions addressed your concerns. We consider this matter closed. 

• Initial Complaint

  Date:04/28/2025

  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 already wrote all of the details down here and now it's disappeared! Credit9 lied saying they hadn't told me that they'd lower my payments to $265.00 monthly. Basically insinuating I was lying! I'd been a loyal customer for years. In March 2025 is when we agreed to the lower amount. April they hit my account for $440.00 causing an overdraft.

  

  Business Response

  Date: 04/30/2025

  Dear ******* ******,
  Thank you for reaching out and for being a valued customer.
  We understand your concern regarding the April ********************************************************** March 2025 regarding the possibility of modifying your monthly loan payment to $265.00. However, a formal modification was not approved or completed. As such, your regular scheduled payment of $440.00 was processed as agreed upon in your original loan terms.
  We regret any confusion and understand how this situation may have been frustrating. Please know that if you're experiencing financial hardship or would like to revisit loan modification options, we are here to support you. We attempted to contact you on April 29, 2025, and welcome the opportunity to speak further if you'd like to explore potential next steps.
  Thank you again for your time and for allowing us to review your concerns.

• Initial Complaint

  Date:12/15/2024

  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.

  On December 6, 2024 I spoke to a ***resentative at approximately 11:15am Central Time for nearly 25 minutes detailing my personal financial situation. At the end of the call, she said she was sending it to underwriting. She stated it may take up to 2 hours to get an answer but she would call me back later in the day.I never received a call back. The following Monday, Dec 9th, I called to inquire. They had no record of my aplication or phone call with the *** on Friday. I went through the whole process again, 25 minutes, and again received no response. Now, I keep getting texts and phone calls to call in and go through the 25 minute application process for a 3rd time! I refuse. I just want a resolution. Was this approved or denied?I stated multiple times I"m not inteested in doing this for the 3rd time and not receive an answer. However, they continuously, often 4 times day, call and text me to contact "****", which I assume is AI.

  

  Business Response

  Date: 12/19/2024

  Dear Ms. *************** you for bringing this matter to our attention. We sincerely apologize for the service you received not meeting your expectations.Upon reviewing the call records you mentioned, we discovered that your loan application information was not forwarded to the Credit9 underwriting department for review.
  To address this, we have completed an underwriting review of your application. Unfortunately, your loan application cannot be approved at this time. A Statement of Credit Denial, outlining the specific reasons for the denial, will be mailed to you. Additionally, your contact information has been placed on our Do Not Call list, as requested.
  We understand that this experience does not reflect the high standards we aim to uphold, and we will take the necessary steps to address the issue with the individuals involved. Again, we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 12/19/2024

  I understand the application was denied, that is ok.  What I do not understand and did not receive an explanation of is why was I told on two different occasions by two different representatives that they submitted the information to underwriting, when in fact neither of them were?  While I appreciate the response, I am not satisfied as to what occurred. I wasted a lot of valuable time talking with your representatives and waiting for an answer when the whole time the underwriting team never even received the application.  How can I trust now that it was actually submitted?  I feel I deserve an explanation. 

  

  Business Response

  Date: 12/23/2024

  Ms. ******
  The application not being forwarded was human error. You can be assured the application was reviewed as your complaint was addressed by our companys compliance department. Evidence of the result of the application review, which is a decline notice, will be mailed to you.

• Initial Complaint

  Date:12/12/2024

  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.

  Have been working with this company for several years and they consolidated my debt. They made lesser payment arrangement with me when I was having financial issues and then didnt honor the arrangement and failed to disclose that they were about to charge off my debt. I kept in constant communication with them and they still didnt.

  

  Business Response

  Date: 12/27/2024

  Dear ***** *********,
  Thank you for bringing this matter to our attention. We are conducting a diligent review of your account; however, our review will require additional time to complete.  We anticipate this review will be completed by January 10th. We apologize for any inconvenience this may cause you, and we appreciate your continued patience in this matter. 

  

  Business Response

  Date: 01/23/2025

   

  Dear ***** *********,

  Thank you for your patience during our review. Credit9 has made attempts to contact you via telephone, and email to discuss your account and possible workout options. Please contact credit9 at ************************, at your earliest convenience.

  Thank you,

  Credit9 Servicing Department

   

• Initial Complaint

  Date:12/02/2024

  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 talked to a representative and supervisor about a series of hardships I was undergoing. He was extremely helpful and set up a payment arrangement where I would pay interest only ****** for 3 months as opposed to ******. I could then resume my payments as the 3 months would be applied to the end of the loan. A woman called me today to demand that I pay the previous amount due in full. I have explained all of these things for 2 straight months. No representative can see the notes made by other representatives in the file, or so it seems. She wanted me to pay 450 biweekly to get my account caught up. I said if I had that, I wouldn't be in this plan. This was the agreed upon plan. She said the other agent was wrong. I said that is not my fault. It was the agreed upon plan made by an agent with supervisor approval on October 30 if I remember correctly. The woman who contacted me today was by far the rudest and most unhelpful representative I have ever dealt with. Take better notes and treat your customers with respect like most of your other agents do. Thank you.

  

  Business Response

  Date: 12/05/2024

  Dear ******* ********,
  Thank you for bringing this matter to our attention. We sincerely apologize that the level of service you received did not meet your expectations. After reviewing the service call you mentioned, we acknowledge that the experience you had is not reflective of the high standards we strive to maintain. We see this as an opportunity to improve and will address this matter with the agent involved.
  Regarding the agreed-upon arrangement for relief, we acknowledge that while it was discussed, it was not implemented. To resolve this, we have now honored the agreement and made the necessary adjustments to your payments for October 25th, November 21st, and the upcoming December 21st,2024. Additionally, we have updated your account to reflect a "current" status for credit reporting purposes during these periods.Your next regularly scheduled payment of $962.33 will be due on January 21, 2025.
  Please note that this payment arrangement will result in an estimated balloon payment of $3,903.98 at the end of your loan term. If this balloon payment creates any financial hardship, we are happy to discuss potential loan modification options. However, we ask that you contact our customer service department no later than January 15, 2025, to explore these options.
  Once again, we apologize for any inconvenience this situation may have caused. We value your business and are committed to providing you with exceptional customer service. We look forward to hearing from you.

  Customer Answer

  Date: 12/06/2024

  
  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

  Date:09/30/2024

  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 have been with ******** for 14 months working towards credit 9. in my first month with ******** I missed a payment due to the draft date being incorrect. Switched draft dates, never had an issue since then.6 months into the program Credit 9 reached out to see if I was eligible for a loan. Due to my missed payment, I was not eligible. I was told I need to make 6 months of consecutive on-time payments before being eligible for Credit 9. THIS WAS NOT TRUE A few months went by and as soon as I had 6 months of on-time payments I reached out to Credit 9. I got a new representative. This representative told me I would not be eligible for credit 9 until all of my accounts have been settled with ********. This was very discouraging as the first ***** I talked to did not say this was a requirement. THIS WAS NOT TRUE I reached out about 4-6 months later as 7 or 8 accounts are settled. Last account has given me a summons for court so I really needed to get this loan before the court date. I then speak to another representative who told me I am not eligible for credit 9 due to not paying back my missed payment over a year ago. The last 2 representatives did not tell me I needed to do that. ******** fixes my account so I am then eligible for Credit 9. I called credit 9 to submit my loan application and was told due to my court date they would expedite my approval. A few days go by and I hadn't heard anything. I called credit 9 and then was told I have no application on file. I had to apply 4 different times. Every time I called each representative said I had no application on file.I am now 1 day from my court date. I called Credit 9 this morning to ask for a copy of my loan application so I can provide it to the court. I was told they could not provide me with a copy of it.Every representative you talk to will tell you different false information. I know the phone calls are recorded and encourage Credit 9 to listen to them, and retrain employees

  

  Business Response

  Date: 10/01/2024

  Dear *** ******,
  Thank you for contacting us regarding your recent experience. We take your concerns seriously and appreciate the opportunity to review your case.
  Upon investigation, we understand that you encountered difficulties during the loan application process with credit9 following your participation in the ******** Debt Resolution Program. We apologize for any confusion or miscommunication about the eligibility requirements. Our records show that after the required seasoning period, you were able to submit a loan application with credit9. However, due to past payment history with ********,you did not meet the qualifications for approval.
  We also want to acknowledge the challenges you faced in receiving timely communication regarding your application status. A voicemail was sent on September 30, 2024, informing you of the outcome of your loan application. You will also receive a Notice of Declination that outlines the reasons for the denial.
  We regret any frustration caused by these delays and inconsistent information. We take your comments as an opportunity to improve our communication processes to ensure a better experience for all our clients.If you have any further questions or concerns, please dont hesitate to reach out, and we will be happy to assist you.    
  Thank you again for bringing this matter to our attention,and we appreciate your understanding.

  Customer Answer

  Date: 10/01/2024

  
  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

  Date:09/15/2024

  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 was a lender with a 2019 settled account where I have full documentation regarding the payoff and the receipt of the loan payoff, and in 2024 the creditor put a charge off on my credit report. This is fraud as they are trying to collect more $ from me after weve settled our agreement.

  

  Business Response

  Date: 09/18/2024

  Dear Mr. ******
  Thank you for bringing this matter to our attention. We understand your concerns regarding the charge-off on your credit report. After reviewing your file and the documentation you provided, we have submitted corrections to each credit reporting agency to rectify any erroneous information.
  Your credit reporting will reflect the "paid in full/ "paid as agreed" status. We sincerely apologize for any confusion or inconvenience this may have caused you.
  Please allow time for this process, as it typically takes up to 30 days for the credit reporting agencies to update their records. We appreciate your patience as we resolve this matter.
  Thank you again for reaching out.

• Initial Complaint

  Date:08/29/2024

  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.

  Attempted to settle account. No one ever called me back. 2-3 months later they sent a letter asking if I wanted to settle but no settlement offer. I again called made my offer and no call back. This is greatly affected my credit score and causing a great deal of stress as well.

  

  Business Response

  Date: 08/30/2024

  Dear ***** *******,
  Based on the customer information provided through the ******************** complaint, we are unable to locate a credit9 loan under the name provided.  Can you provide any additional information that may assist us in locating a credit9 record.   Can you provide any other name that a loan may be under and the last 5 digits of a social security number.  Once we receive the additional information we will continue our review of this matter. Thank you for your cooperation in this matter and we appreciate your patience in this matter

  Customer Answer

  Date: 09/03/2024

  last name was ******.

  last 5 SS # *****

  

  Business Response

  Date: 09/10/2024

  Dear ***** *******,
  Thank you for providing additional information to identify your credit9 account. Our records indicate your loan originated on May *******. We were notified in 2022 that you engaged National Debt Relief (***) to settle your credit9 loan obligation. Our last contact attempt to *** to was on July 7, 2024, but we were unsuccessful in contacting any individual to gain any settlement information. We have no record of receiving a settlement offer by *** and it is our understanding that *** no longer represents you.
  We have recently attempted to contact to discuss your account.If you wish to discuss a settlement, please contact credit9 customer service at ************ and ask for a collection agent. 

  Customer Answer

  Date: 09/10/2024

  national debt relief was paid in full and all accounts paid off. Thats why I am no longer with them.