Complaints

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:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PLEASE SEE ATTACHMENT

  

  Business Response

  Date: 08/22/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the **** on August 13, 2024, in which ****************** claims Extra is furnishing incorrect information regarding his Extra tradeline. We appreciate the opportunity to address this matter. 
  
  ********************** references to the Fair Credit Billing Act (note: ********************** Extra Debit Card was a debit card, not credit card) is a misstatement and misapplication of law. We have in all respects acted appropriately and in accordance with applicable law, the terms of our Terms of Service, and **** Notice.
  
  Upon review of this matter, we have determined that ********************** account was legitimately  opened and the balances legitimately incurred. ****************** had knowledge of the balances due, ample opportunity to pay the balances, and knowledge of the fact that we would report his negative payment activity to the credit bureaus if the balances remained outstanding (i.e., the credit reporting features of the product). During our review, however, we identified an unrelated bank connectivity error with his linked bank account that we believe may have led to his account initially becoming delinquent. Per our policies and procedures, given that this delinquency may have started from a system error, we have submitted a request to Equifax and Experian to delete the late payment information from ********************** credit report. This deletion removes the previously reported delinquency. This update was submitted on August 22, 2024. The consumer should note it may take some time for the changes to be reflected typically within 30 to 60 days. 
  
  For context: ****************** signed up for Extras Services, including the membership and Extra Debit Card, on February 26, 2022. As part of the application process, ****************** agreed to Extras Terms of Service and the Cardholder Agreement. By signing up for Extras Service and agreeing to the Terms of Service, ****************** indicated he understood the following: 
  
  One of the features of the Services is that we will report to one or more credit reporting agencies your *** payments made to Extra for the repayment of funds advanced on your behalf in connection with your Debit Card and Extra Rewards Program transactions If the *** debit is successful, Extra will report positive payment history to the credit bureaus. If the *** debit fails and the advanced funds remain unpaid for 30 or more days as of the last day of the month, Extra may report negative payment information to the credit bureaus.
  
  Additionally, prior to the completion of his application, we provided ****************** with a **** Notice concerning furnishing of negative information. ****************** acknowledged receipt of the **** notice and agreed to the terms; specifically, he acknowledged and agreed that Extra may report information about your account to credit bureaus.
  
  Further still, he agreed to be bound by our Privacy Policy. In the privacy policy, ****************** was notified that Extra would share his personal information under certain circumstances. He was also notified that Extra would not share his information for nonaffiliates to market to him.
  
  As outlined above, Extra provided ****************** with the requisite notice related to the credit reporting feature of the service, including the negative reporting component and Extras data sharing practices. Extra has not shared his information for nonaffiliates to market to him. 
  
  Also mentioned above, while the initial delinquency status may have been triggered by the linked bank connectivity issue, ********************** balance remained unpaid despite the status of his unpaid balance being appropriately communicated to him. The communications also included mechanisms by which he could settle his balance in a timely manner and prevent negative reporting on his tradeline. Extra has maintained a consistent history of communication with ****************** throughout the duration of his membership. ********************** owed balance went unpaid for more than 90 days and his account subsequently closed on October 27, 2022. His Extra account was reported as closed to Experian and Equifax, and his outstanding balance was charged off. These actions were consistent with our Terms of Service and the **** Notice, both of which were acknowledged by ******************.
  
  As the update was submitted on August 22, 2024, ****************** should see the removal of the delinquencies from his credit report in the next 60 days. The consumer should keep in mind that Extra does not report to TransUnion. 
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, he can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:07/31/2024

  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.

  I had an unauthorized charge on my account. I purchased a drill on July 6th from *******. I went to return the item on July 28th and was charged by ******* a second time unbeknownst to me. I received a refund receipt, not realizing I had been charged twice and the refund was solely for the second, unauthorized charge. So I basically returned the item, was charged twice (July 6th initial purchase date and July 28th unauthorized and unbeknownst to me) but only received on refund. The item has been returned and I no longer have it. ******* is not being forthcoming about the charges that are present in my account. So I have attempted repeatedly to dispute the July 6th charge, through extra, since ******* is not doing their due diligence. Not a SINGLE customer service representative has been able to comprehend that I am still out $85.52 because I paid for the item 2 times. They keep saying I was refunded. Yea refunded for one charge I never authorized to begin with. The ******* employee made it look like I was being refunded for the July 6th purchase but instead charged me a second time, costing me my actual refund for the initial payment. For some reason this seems to be going over every last Extra representatives head. Its blatantly obvious I was charged twice. Its right their in their own system and they are placating me by stating the refund was received for the second charge. I returned the item, believing I was refunded for the original purchase. Now Im without the item and out )***** and theyre customer service representatives are doing nothing about it. Ive entrusted them to have access to my bank account to pay for ***********************. They are not protecting their customers from fraudulent activity. I will attach tc code for initial purchase and July 6th and July 28th charge as well as refund receipt. I was clearly charged twice and refunded once for one drill. I do not have the second charge purchase receipt because it was a fraudulent charge. I had no idea.

  

  Business Response

  Date: 08/08/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 31, 2024, regarding Ms. ******* assertion that Extras system has prevented her receipt of an owed refund. We appreciate the opportunity to address this matter.
  
  Upon reviewing Ms. ******* account, it has been confirmed that the $85.52 refund and the second charge she observed in her app were attributable to an authorization hold placed by the merchant. We communicated this to **************** on July 29, 2024, and informed her that the authorization hold was reversed and the actual refund was processed by Extra on July 30, 2024. It has been verified by both Extra and the merchant that **************** was not charged twice. Despite her concerns, we have no additional information to further clarify the absence of a duplicate charge.
  
  As **************** made a $30.99 purchase with her Extra card shortly after Extra received the refund, the outstanding balance from this transaction was deducted from her refund. The $85.52 refund was received on July 30, 2024, and the $30.99 charge occurred on July 31, 2024. Both transactions were settled together by Extra on August 1, 2024, resulting in a net refund of $54.53 being issued to **************** account.
  
  **************** will have received an email confirming the information above. Should she have any additional questions, she can reach out to Member Concierge at ***********************************.
  
  Best, 
  
  Member Concierge
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is 1166**

  

  Business Response

  Date: 08/08/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 29, 2024. We appreciate the opportunity to address Mr. ******* concerns.
  
  
  Mr. ******* reference to the Fair Credit Billing Act (note: Mr. ******* Extra Debit Card was a debit card, not credit card) is a misstatement and misapplication of law. We have in all respects acted appropriately and in accordance with applicable law, the terms of our Terms of Service, and the **** Notice.
  
  Prior to the completion of his application, we provided **************** with a **** Notice concerning furnishing of information. **************** acknowledged receipt of the **** notice and agreed to the terms; specifically, he acknowledged and agreed that Extra may report information about your account to credit bureaus.
  
  Further still, he agreed to be bound by our Privacy Policy. In the Privacy Policy, **************** was notified that Extra would share his personal information under certain circumstances. He was also notified that Extra would not share his information for nonaffiliates to market to him.
  
  As outlined above, Extra provided **************** with the requisite notice related to the credit reporting feature of the service and Extras data sharing practices. Extra has not shared his information for nonaffiliates to market to him. 
  
  We have verified the validity and accuracy of the account and reported tradeline, and also confirmed that Mr. ******* account was closed at his request. As a courtesy, and in light of Mr. ******* request, we will remove the tradeline in five business days. Please note that such actions are irreversible. If **************** does not wish for us to remove the tradeline, he must contact us directly within the next 5 business days for further assistance.
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, he can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has become impossible to cancel my account with ********************. They say you can use the concierge service but they have me waiting over 30 minutes. There has been minimal contact with anyone. I have repeatedly asserted my desire to cancel and they keep asking how they can improve my experience.

  

  Business Response

  Date: 07/22/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 17, 2024, regarding **************** assertion that Extra intentionally made his cancellation request difficult. We appreciate the opportunity to address this matter.
  
  ************** submitted a cancellation request at 2:51 PM EDT on July 17, 2024, which was promptly queued for assistance by the next available agent. At 3:14 PM EDT, ************** was greeted by one of Extras Member Concierge agents, acknowledging receipt of his chat submission and inviting any additional feedback to what he provided in his original message. This communication included necessary disclosures regarding the implications of closing his tradeline, emphasizing that once closed, reactivation would not be possible.
  
  Simultaneously, at 3:14 PM EDT (2:14 PM CDT, Mr. ****** local time), he submitted a complaint to the BBB. No further messages were sent to ************** before he lodged the BBB request. Importantly, ************** was not repeatedly asked for information as asserted in his BBB submission. Instead, as is our policy, we asked ************** one time for clarification, as mentioned above.
  
  During the agents temporary absence while awaiting Mr. ****** response, the chat was briefly placed back in queue. Subsequently, a second agent picked up the interaction at 3:23 PM EDT, reviewed the conversation, and messaged ************** at 3:28 PM EDT, requesting final written confirmation of the cancellation due to the irreversible nature of tradeline closure.
  
  
  In response, ************** confirmed his BBB submission at 3:31 PM EDT. Upon reaffirmation of his cancellation request, his account was successfully closed at 3:33 PM EDT, two minutes after receiving his final confirmation. The entire processfrom Extras initial message to completiontook place between 3:14 PM EDT and 3:33 PM EDT.
  
  It is important to clarify that agents followed Extras process and procedures and did not solicit multiple suggestions from ************** nor intentionally complicate the process. His account has been effectively canceled as per his request. As outlined in his BBB request, no further communication from Extra is necessary.
  
  

• Initial Complaint

  Date:06/24/2024

  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 am submitting a complaint regarding an account with ********************, with account number ******, opened on 2/18/2022. I have never authorized or received clear information regarding this account. I request immediate investigation and closure of this account, ensuring it does not impact my credit history."

  

  Business Response

  Date: 07/02/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on June 24, 2024, in which ****************** claims her account with ******************** was opened fraudulently. We appreciate the opportunity to address this matter. 
  
  Upon thorough review, we determined that ****************** applied for an Extra Debit Card on February 18, 2022 and the account was closed on September 30, 2022. Extras application and sign-up flows include several processes to validate the identity of each applicant and ensure theres no evidence of fraud or identity theft relating to the prospective member. Specifically, during Ms. ******** application journey, ****************** was prompted on two separate occasions to submit a live selfie and her drivers license; these images must be taken live from within the app. The images submitted were reviewed by our investigative team. We verified that the selfie submitted matched Ms. ******** drivers license. Consequently, there is no evidence to support any allegations of unauthorized transactions or fraudulent activities.
   
  The legitimacy of the account opening, notwithstanding, during our review, we identified an unrelated and previously unknown bank connectivity error which we believe *** have led to a delinquency reported on the account. Per our policies and procedures, given that this delinquency was likely the result of a system error, we have taken corrective action on the account. The delinquency was removed from the account as of July 2, 2024.
  
  The consumer should see this correction reflected on her credit report within the next few weeks. We appreciate the consumer's patience as we addressed this matter.
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, she can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with EXTRA. I do not have a contract with the collection agency trying to collect money from me. They did not provide me with the original contract as requested

  

  Business Response

  Date: 05/09/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on April 29. 2024. We appreciate the opportunity to address ************** concerns. We have looked into this situation, and there are a number of points worth clarifying. 
  
  ************** signed up for Extras Services, including the membership and Extra Debit Card, on February 28, 2023. As part of the application process, ************** agreed to Extras Terms of Service and the Cardholder Agreement. By signing up for Extras Service and agreeing to the Terms of Service, ************** indicated he understood the following: 
  
  One of the features of the Services is that we will report to one or more credit reporting agencies your *** payments made to Extra for the repayment of funds advanced on your behalf in connection with your Debit Card and Extra Rewards Program transactions If the *** debit is successful, Extra will report positive payment history to the credit bureaus. If the *** debit fails and the advanced funds remain unpaid for 30 or more days as of the last day of the month, Extra may report negative payment information to the credit bureaus.
  
  He also acknowledged there was a periodic fee charged by Extra to maintain a
  membership.
  
  Additionally, prior to the completion of his application, we provided ************** with a **** notice concerning furnishing of negative information; specifically, he was notified that Extra may report Information about your account to credit bureaus. By checking the blank check box and clicking submit, ************** acknowledged receipt of the **** notice and agreed to the terms.
  
  ************** owed balance went unpaid for more than 90 days. As such, his account was closed due to inactivity. Following the process we disclosed to him and that he agreed to, his Extra account was reported as closed to Experian and Equifax, and his outstanding balance was reported as charged off. All of our actions in reporting this information to Experian and Equifax were ones ************** consented to, as evidenced by his agreement to the Terms of Service and **** Notice. 
  
  Therefore, since our reporting of his account activity was accurate, we are unable to grant ************** request that we remove this information from his credit report. 
  
  Lastly, Extra is not a debt collector and we have not engaged, nor do we intend to engage, a collection agency to attempt to collect on ************** charged-off outstanding balance. While we understand that this is not the outcome ************** desired, we have in all respects acted appropriately and in accordance with the terms of our Terms of Service and **** Notice.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising 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 emailed the company to cancel my account multiple times I have requested refunds from my bank for charges they didnt have permission to take and now that have reported that I owe $120 and have reported this to the credit bureau after the fact I had already deleted the app got my refund sent emails requesting a stop payment because they continued to disregard my request to close the account the just kept charging my account over and over a monthly fee I was not agreeing to and have requested them to stop the bank even stated they have had multiple calls in regards to this company and gave me an instant refund. My credit scores has dropped over 20 points due to them lying and stealing. On top of that the phone number that they are reporting doesnt even work.

  

  Business Response

  Date: 04/19/2024

  Hello *******, 
  
  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on April 11, 2024, in which you state Extra collected funds without authorization and failed to cancel your account. We appreciate the opportunity to address this matter with you. 
  
  According to our records, you submitted a request on January 4, 2024 to cancel your account. The team member assisting you attempted to clarify the reason for cancellation and let you know we would require a written authorization to close the account, as it involves closing a tradeline. You did not reply, so the conversation was closed and your account was left open. 
  
  You reached out to us again on April 11, 2024, at which point you were advised of your balance and informed we require payment prior to cancellation. You did not reply to those messages either. 
  
  After requesting to cancel, you used your Extra card again, for a transaction in the amount of $35.81. This was not a membership fee. Extra collected this amount successfully from your linked bank account, but you had your bank reverse the payment on March 4, 2024. Because this amount was related to a purchase made with your Extra card, it is a valid debt and has been reported delinquent to the bureaus due to non-payment. 
  
  In addition to the reversed transaction from January, you also had your bank reverse an unrelated charge from December, which is also an authorized transaction you made with your Extra card in the amount of $84.48. This amount was accurately reported delinquent to the bureaus as well.
  
  Finally, you were charged two membership fees - one for February and one for March. You reversed the February fee. The March fee failed due to the prior reversals. Both of these fees are included in your delinquency, due to non-payment. 
  
  Your account has been reported accurately to the credit bureaus, due to the reversals of authorized transactions and membership fees. We are unable to cancel your account until the outstanding balance is settled. 
  
  We appreciate your feedback. Please reach out to us at *********************************** if you require assistance settling your balance or have any other questions surrounding your account or the reporting in question.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:04/05/2024

  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.

  NOTICE TO AGENT IS NOTICE TO ******** NOTICE TO PRINCIPAL IS NOTICE TO AGENT I have written to the company Extra before about the inaccurate information on my consumer report along with an FTC report. i was told they investigated this and everything was accurate. in pursuant to 15 usc 1681e An "Investigative consumer report" refers to a consumer complaint or part thereof where details concerning a consumer's character, general reputation, personal traits, or lifestyle are gathered through personal interviews with neighbors, acquaintances, friends, or other individuals familiar with the consumer in question. This definition, however, excludes precise factual data regarding a consumer's credit history obtained directly from the consumer's creditor or the consumer. In pursuant to 15 usc 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft.

  

  Business Response

  Date: 04/12/2024

  Hello ******, 
  
  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on April 4, 2024, in which you state Extra has reported an unauthorized tradeline on your credit profile relating to identity theft. We appreciate the opportunity to address this matter with you. 
  
  Your contact with Extras Member Concierge was reviewed at length. Extra was not provided a report of identity theft or fraud until you submitted your original request with the **** in December of 2023. 
  
  Following a thorough investigation of this claim, we have determined that all identity verification steps were completed in association with the tradeline in question. This means that at the time the tradeline was established, all necessary and required authentication measures were met. This process includes the submission of a live selfie from within the app, which only the account owner can complete.  It is an essential part of safeguarding the credit reporting system for all consumers and lenders. Given the conclusive nature of our findings, we are unable to correct or remove the tradeline from your credit file. It stands as a valid record based on the completed identity verification process. 
  
  In addition to the verification process, the email address you submitted in your BBB complaint is the same one you used to sign up for your Extra account.  
  
  We understand that this might not be the outcome you were hoping for. Still, it's essential for us to maintain the accuracy and integrity of credit reporting, which in turn supports the trust that both consumers and lenders place in the system.
  
  We appreciate your feedback. Please reach out to us at *********************************** if you have any other questions surrounding your account or the reporting in question.
  
  Member Concierge
  

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21533453
  
  I am rejecting this response because:
  Subject: Response to Extra's Resolution of Unauthorized Tradeline Report
  
  Dear EXTRA,
  
  I am writing in response to the communication received from Extra regarding the unauthorized tradeline on my credit profile, which I reported to the Better Business Bureau (BBB) on April 4, 2024. I appreciate the opportunity to address this matter, and I must express my dissatisfaction with Extra's resolution.
  
  Extra's assertion that all identity verification steps were completed satisfactorily is unsubstantiated and contrary to the evidence of identity theft that I have provided. My initial contact with Extra's Member Concierge clearly outlined the fraudulent nature of the tradeline, yet Extra failed to take appropriate action until my subsequent submission to the ************************************ (CFPB) in December of 2023..
  
  Under consumer protection laws, including but not limited to the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA),consumers have the right to dispute inaccurate information on their credit reports. Upon receiving notice of such a dispute, the burden of proof falls upon the creditor to demonstrate the accuracy of the reported information.Extra's conclusion that the tradeline is valid based on completed identity verification processes is inadequate and does not absolve them of their legal obligations.
  
  Furthermore,the mere fact that the email address used in my BBB complaint matches the one associated with my Extra account does not validate the authenticity of the tradeline. Identity thieves often gain access to personal information,including email addresses, through various means, making it entirely plausible for the email address to be consistent without indicating legitimate ownership of the account. Along with the claim of a live selfie being adequate, it does not guarantee the authenticity of an account holder
  
  I insist that Extra conduct a thorough and transparent investigation into this matter,taking into account the evidence of identity theft that I have provided. As a consumer, I am entitled to accurate and reliable credit reporting, and Extra's refusal to address the fraudulent tradeline is a violation of my rights under consumer protection laws.
  
  I expect Extra to promptly correct the inaccuracies on my credit report and remove the unauthorized tradeline. Failure to do so will compel me to pursue all available legal remedies to rectify this situation and seek appropriate compensation for any damages incurred as a result of Extra's negligence.
  
  Please consider this letter as formal notice of my intent to pursue further action if this matter is not resolved satisfactorily within a reasonable timeframe of 10DAYS.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/25/2024

  Hello ******, 
  
  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on April 15, 2024, in which you reiterate Extra has reported an unauthorized tradeline on your credit profile relating to identity theft. We appreciate the opportunity to address this matter with you. 
  
  The document you've submitted with your complaint is an identity theft report form for the **** This is not evidence of identity theft - it is a document you submit to the *** for their investigation. The reason your email being used for sign-up is relevant to the verification of your account is because you received and opened correspondence from Extra concerning your account and you are continuing to use the same email at this time. If you believe your email was compromised, we suggest creating a new one. 
  
  Extra has met its obligation to investigate and address your claim. As previously indicated, your account was verified as a valid account, not fraudulent. The verification process we utilize does validate your ownership of the account in question. We understand that this might not be the outcome you were hoping for. Still, it's essential for us to maintain the accuracy and integrity of credit reporting, which in turn supports the trust that both consumers and lenders place in the system.
  
  We appreciate your feedback. Your legal representative can send all pertinent documentation to ********************************* You can reach out to us at *********************************** should you have any additional questions.
  
  Member Concierge
  

• Initial Complaint

  Date:03/25/2024

  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 am urgently contacting you to address the discrepancies on my credit report, which have emerged from the disclosure of my personal information to credit bureaus. This has caused significant financial and emotional distress.As stated in 15 USC 1681 Section 602, I affirm my right to financial privacy and expect that my information is handled confidentially.Moreover, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is prohibited from sharing account details without my explicit consent, which I have not provided.The errors linked to EXTRA have negatively impacted my financial standing, necessitating immediate correction.Furthermore, I emphasize adherence to 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain circumstances.Below, you will find my account details for your reference:Account Number: 478**I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may lead to legal action. Your immediate attention to this matter is greatly appreciated.Sincerely,***************************

  

  Business Response

  Date: 04/01/2024

  Hello *******, 
  
  As mentioned in our prior response, your rights have not been violated and your reporting has been confirmed as accurate. No changes will be made to your tradeline. 
  
  We appreciate your feedback. Please reach out to us at *********************************** if you have any other questions surrounding your account or the reporting in question.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:02/29/2024

  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.

  Please find attached a formal notice of violations and request for remediation regarding the handling of my credit information by ******************* DBA Extra. This letter outlines clear violations of federal laws, including the Fair Credit Reporting Act (FCRA) and the Identity Theft and Assumption Deterrence Act.The violations include unauthorized usage of my personal information, adverse effects on my creditworthiness, and failure to obtain explicit consent for accessing my consumer profile. The letter demands immediate deletion of unauthorized collections from my credit report, cessation of collection attempts, and written confirmation of deletion.I expect prompt attention to this matter and a swift resolution to ensure compliance with federal laws and protect my rights as a consumer.Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 03/04/2024

  Hello *********************************************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on February 29, 2024, in which you state Extra is not authorized to report your tradeline to the credit bureaus. We appreciate the opportunity to address this with you. 
  
  Our investigation confirmed you applied for an Extra Debit Card on August 22, 2021. We also confirmed during the application process you agreed to Extras terms of service and indicated you understood: 
  
  One of the features of the Services is that we will report to one or more credit reporting agencies your *** payments made to Extra for the repayment of funds advanced on your behalf in connection with your Debit Card and Extra Rewards Program transactions If the *** debit is successful, Extra will report positive payment history to  the credit bureaus. If the *** debit fails and the advanced funds remain unpaid for 30 or more days as of the last day of the month, Extra may report negative payment information to the credit bureaus.
  
  In the notice concerning furnishing of negative information, you indicated you understood Extra may report Information about your account to credit bureaus. 
  
  You agreed in paragraph 13 of the terms of service to be bound by our Privacy Policy available at ************************************************. In the privacy policy, you agreed you understood Extra would share your personal information under certain circumstances. Under the terms of this privacy policy, Extra does not share your personal information with nonaffiliates to market to you. 
  
  Because you signed up for the Extra card and used the product, we cannot delete your valid tradeline. It has been reported as closed and no further activity has been reported since that closure on August 19, 2022. I understand this is not the outcome you hoped for and I apologize that we cannot complete your request. Extra is legally obligated to report true and accurate information; this process ensures the integrity and accuracy of the credit data we report and is an essential part of safeguarding the credit reporting system for all consumers and lenders.
  
  We appreciate your feedback. Please reach out to us at *********************************** if you have any other questions surrounding your account or the reporting in question.
  
  Member Concierge