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: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.

• Initial Complaint

  Date:08/12/2024

  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 signed up with ********, a debt resolution comoany, in November 2023 with appx 25k debt. I was told for a payment of $560.47 for 48 months I would be debt free. After making these payments for 14 months ******** referred me to Credit 9 whereby the payments went to $706.98 for 60 months, for 24k of debt. I made 3 payments to Credit 9 at which time I told them to have a negotiator call me April 30th, 2024. This is augus and still no contact from Credit 9 other than emails. I stopped the auto withdrawal from my bank account and have requested/demanded a negoiator call me to no avail. I will also be writing to the ************************** as to the scam of both of these companies. They are banned from doing business in the state of ******** for this very thing. This is a joint complaint against ******** and Credit 9. Thank you in advance for your assistance in resolving this issue

  

  Business Response

  Date: 08/15/2024

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

  
  We have received two of the same complaints through both the credit9 and Americor BBB complaint portals. For your information, the following response is being provided to each complaint posted.

  
  Thank you for bringing this matter to our attention. You indicate facts that you were previously enrolled in the ******** Debt Resolution Program (DRP), prior to obtaining a credit9 loan which was used to expedite the settlement of your selected debt.  You indicate that neither Americor nor credit9 have had a negotiator contact you per your request. Please understand that your Americor DRP ended once you moved into the credit9 loan; therefore, you will not be receiving servicing calls from ******** related to your prior relationship with them.

  
  Regarding your request for credit9 to contact you. Our records indicate numerous emails and telephone calls have been made to contact you. Records indicate the last telephone communication with you occurred on 6/14/24, but you refused to provide identifying information to continue the call. If you wish to discuss the status of your credit9 account, please contact credit9 customer service at ************** and ask for a collection specialist.Please understand any call received or made to you will require you to provide certain personal identifying information. This is a requirement to protect your privacy. We appreciate your cooperation in this matter and look forward to addressing any of your concerns. 

  Customer Answer

  Date: 08/15/2024

  I have rec'd no phone calls from the negotiator. Their toll free number goes to their customer service call center. When an actual negotiator contacts me, I will speak to them. It was not a negotiator that allegedly called me in June.

  

  Business Response

  Date: 08/19/2024

  Dear Ms. *************** Please be advised that you will no longer receive communications from a negotiator regarding your previous account with ********. All debts enrolled in the ******** program have been settled through the proceeds from the credit9 loan, and your ******** account has been closed.
  
  Should you have any specific concerns regarding the services provided by ********, please contact them directly with detailed information about your issue.
  
  You now have a separate loan account with **********************. For any inquiries related to your credit9 loan, please reach out to credit9 customer service as previously instructed. Please note that credit9 does not employ negotiators.

  Customer Answer

  Date: 08/20/2024

  These fraudsters need to be exposed for the ripoff artists they are. I'll accept their response as soon as they are more truthful in their advertising. I tried to post on their private ******** page, and they booted me from the page and blocked me.

• Initial Complaint

  Date:07/26/2024

  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.

  They took out two payments on the same day and they are giving me the run around about if I"m going to get a refund of the second payment of ******. I called this morning and spoke to **** and she said that it was their fault for the second payment going through. Then she said I would have to call back on Wednesday to ask for my refund. I want my money back now since it was their fault. My bank could not dispute it because the payments were still pending. I asked for a Supervisor and they gave me the run around about one calling me back. I feel like they have stolen my money. This company is the worst!

  

  Business Response

  Date: 07/29/2024

  Thank you for bringing this matter to our attention. We take your claim seriously and we apologize for any inconvenience this matter has caused. We have processed your refund in the amount of $265.05. You should receive email confirmation of this activity. We appreciate your patience in this matter.

  Customer Answer

  Date: 07/30/2024

  
  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: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.

  I have attempted numerous times to resolve a matter with Credit 9 customer service regarding a defaulted settlement with ********************* ************ account ending in 1961. This settlement was in a defaulted status with Americor (Credit 9 partner company) prior to my acceptance of the Credit 9 loan, and multiple people at Americor assured me the account was being worked on or taken care of. I have spoken with multiple people both at ******** and Credit 9 through e-mail but still have not received a satisfactory answer as to why the settlement defaulted, or more importantly how this is being remediated. ******** refuses to answer my inquires now that Credit 9 has the account. **************** does not reply in a timely manner or by when they say they will update me, and responses are vague at best. I have saved all correspondence with both companies regarding this matter and will be happy to provide if needed. I never missed any payments to Americor prior to accepting the Credit 9 loan so the defaulted settlement was no fault of mine. According to my records, only 11 payments were made from the global holdings trust account to ******** the collection agency, totaling $903.54. This is less than the agreed upon amount of $1971.39 in the attached settlement agreement, which also states the settlement is void if the full agreed upon amount is not paid within 9 months of 06/28/2023, which has now passed. I want to know exactly how and when this account is being paid off and where the funds to settle the remainder of the balance will be coming from. The account still has a derogatory tradeline in my credit report. I feel like I am being jerked around and no one is taking responsibility for this or providing a specific resolution. I want this account settled and paid and removed from my credit report as originally agreed.

  

  Business Response

  Date: 07/25/2024

  Dear ******************,
  Thank you for bringing this matter to our attention. A review of your accounts entered into the Americor Debt Resolution Program indicates two settlement offers, ********************* account ending in #**** and Republic Finance account ending in #**** were placed into a defaulted status.Both defaults were due to both creditors not accepting or clearing the settlement payments already provided to them. At the time of your credit9 loan document signing, ******** indicated the noted debts had reached settlements and therefore were in not included in the credit9 loan amount. Both settlements later defaulted due to the reason noted.

  
  Americor has escalated their effort to resolve these settlements and is anticipating a resolution shortly. Funds that have already been provided to settle these accounts will be used to complete the settlements. Any additional monies that *** be needed will be provided by Americor. There will be no additional funds due from you to settle the noted debts.Any remaining cost to settle the noted debts will be covered by Americor. With respect to credit reporting on the noted debts, neither Americor nor credit9 has control on how the creditors will report your settlements to the credit reporting agencies. Therefore, for any credit reporting concerns, you will need to contact each creditor to resolve them.

  
  We anticipate the noted debts will be resolved shortly and trust that our actions resolve your concerns. 

  Customer Answer

  Date: 07/25/2024

  
  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:07/12/2024

  Type:Customer Service 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 get non-stop calls from them, and they claim that I filled out an application with them WHICH I DID NOT DO. Does not matter how many times I have informed them to stop calling me they continue to harass me. I have blocked number after number and they manage to continue to call me from several numbers. One of the callers even cursed at me and said that I was a f***er for yelling but this what legit like the 8th call of the day that I have to repeat myself to stop calling me. I want them to:1. Stop contacting me from any and all methods.2. An apology for their unprofessional behavior and not respecting my request to stop contacting me and for that one representative to curse at me.

  

  Business Response

  Date: 07/15/2024

  Thank you for bringing this matter to our attention. We take your claim seriously and we apologize for any inconvenience this matter has caused. We have adjusted our records and have placed the telephone number you provided on our internal Do Not Contact lists. We trust that this action will prevent any further contacts. Should you receive further unwanted communications, please bring the matter to our attention and we will address it promptly. We appreciate your understanding in this matter.

  Customer Answer

  Date: 07/15/2024

  
  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. If the business contacts me again, I will update this report.
  
  Regards,
  
  ******** De *****