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:03/03/2023

  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 had an account that was created in my name from credit sesame . the person has my regions bank account number .Please can u find the person that did this . Can u trace the ip adress from the computer. This person committed fraud . There going to do it again. Stop them screen schot of the bank incident is attach

  Business Response

  Date: 03/10/2023

  We attempted to contact the consumer by phone but were not able to reach the consumer.  Apparently the consumers bank account was hacked and funds were transferred to our service.  It seems that this was discovered by our fraud team and funds were retrieved by the consumer's bank.  If the customer still has questions or the matter is not resolved, please contact the Sesame Cash member care team at ************ and ask to be contacted by a supervisor.  Thank you!

• Initial Complaint

  Date:02/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to put gas in my truck today and it said my transaction was declined, I called customer service, verified myself and was put on hold several times stating they were looking into my account. I asked several times for an explanation and they were unable to provide one, simply stating there was another department looking into it, I asked if I could be transferred to that department and was told they dont have a direct number, finally was told there was an email sent to me requesting information to verify myself, the email requested for me to take a picture of me holding my ID and a piece of paper with todays date on it and send it back responding to that email, I did as I was once again put on hold, once csr returned to the line, I informed her that I had submitted the information requested and asked if she could reach out to that **** that she had been communicating with and ask if they could tell me if they received my information and if the could release my funds. I told her all my money was I. This account, they are declining my attempt to use my card and Im not even able to see my balance on the home page of the application. I explained I needed gas to attend my college class tonight and work in the morning, I was told it could take up to 2 days to resolve my issue. I told her there was no alert ever before to verify my account or explanation of such and was told they could do this whenever and it was in the agreement. Extremely disappointing and frustrating.

  Business Response

  Date: 02/21/2023

  We did investigate the complaint but the customer did follow instruction provided by our support team and as a result the care team was able to release the block on the consumer's account. We appreciate the consumer's understanding that protecting out user's account is a top priority and we apologize for any inconvenience created by the enhanced verification.    

• Initial Complaint

  Date:02/09/2023

  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.

  JCMP I think it's called on my credit report, it is a mistake and idk how to delete/or deactivate/or who to contact if I've a account with CREDCO/other ones that said mortgage processing g I didn't opened another account (10)I am scared and nervous and worried about this

  Business Response

  Date: 02/13/2023

  Credit Sesame is a credit monitoring service and not a credit bureaus. As such, we do not report any of the information that you might find in your Credit Sesame account.  The credit information from your Credit Sesame account is directly from your TransUnion credit report.  You do have the right to dispute any credit information that you believe is inaccurately reported by TransUnion.  You can visit their website at ********************************************************************************************** or contact TransUnion at ************ for assistance with filing a dispute.  

• Initial Complaint

  Date:02/08/2023

  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 have requested to close my "credit builder account" many times. I never received a card to link it. I need the money and the company hasn't responded. I just want my money back

  Business Response

  Date: 02/23/2023

  We do see that the customer's ********************** Builder account was closed and the funds we moved back into their Sesame Cash Debit Mastercard.  Seems like their might be some confusion between the closure of the Credit Builder account and the Sesame Cash Debit Mastercar account. The customer current has a balance in their account that can be spent via the Sesame Cash card, including withdrawal of funds via ATM.  If the customer wants to close their ********************** Cash Debit Mastercard account entirely, they can contact the Sesame Cash member care team at ************ to determine their options for account closure.  

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I signed up for credit sesame premium account in March 2022, with the credit builder. I always have plenty of funds in that account. Basically it's a checking account but credit sesame reports it as a credit card. I have made several purchases with my card with no issues on reporting. My liberty mutual insurance payment is set up to automatically withdraw from this account so it will be paid on time. Credit sesame is reporting this to the credit bureaus as 30 days past due. I have proof that all of my payments have been made on time and I have never had an overdrawn account. When I contacted them about correcting the issues with the reporting on my credit they told me I needed to file a dispute with the credit bureaus and that they would correct it , so I file the dispute, they did not correct the issue and per the credit bureaus it will remain as is. This is falsely reporting delinquency on my credit reports and has cause my credit score to drop 70+ points. I am building my credit back up not trying to sabotage my credit. They have been no help, they have asked me to email them my issues, received email back saying they couldn't help me. They are reporting false information to the credit bureaus and I want it corrected. Thank you for helping me correct this issue.

  Business Response

  Date: 01/18/2023

  We did received the consumers dispute in regards to the reporting of a late payment. It was determined that the consumer had an outstanding balance of $20 on their August bill that was due on September 25th that was not paid until November 7th. The customer was reported correctly as 30 days late for November. If the consumer has further questions or concerns or to provide a complete statements for the months affected, they can contact the Sesame Cash member care team at ************. Thank you!

  Customer Answer

  Date: 01/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is incorrect. All my payments were made on time, if you say that those payments were not approved to be paid by the vault that is Still incorrect, I have proof that I was never late, payments taken directly out of that account. You are reporting incorrectly and I will proceed with further actions. That $20 bill was paid on time, it was an insurance payment that directly comes out of my account, funds were there and it was PAID ON TIME. Report correctly!
  See Attachment/File: Screenshot_20230121-105018_Credit Sesame.jpg

  Business Response

  Date: 01/30/2023

  According to our records, there was a $20 transaction on 8/31/22 that was applied against the credit builder line. That payment was due on 9/25/22. The payment was successfully applied on 11/7/22 which was more than 30 days after the due date. The customer can contact our support team at ************ to receive a copy of her statements for this time period.

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want this account to be closed and the sesume cash and the whole account closed and I want the 15.99 refunded I didn't approve this charge ... they are not closing this account and it still open
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/19) */
  Consumer ****** Cash and Credit ****** account is fully closed. We believe this matter resolved.
  
  
  Consumer Response /* (2000, 7, 2022/12/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I noticed a credit monitoring alert, via credit sesame, that there was an inquiry, and credit sesame has the inquiry listed as an EMPLOYER???!!! For the description it states, NOT APPLICABLE!!!
  
  I have been with my current company for 5 plus years, and Cubesmart storage NEVER runs a hard credit inquiry on my application. Remove this inquiry and explain why it's itemized as EMPLOYER!!!?? this is unacceptable!!! I do understand that Credit Sesame, isn't a HARD INQUIRY, per say, it's more of a soft monitoring. I'll be going directly to transunion, and the other 2 CRA'S to see if anything is out of place, on those reports.
  
  I have enclosed a screen shot of the credit monitoring alert. I demand that it be removed!!!
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Credit Sesame is a credit monitoring service. Credit Sesame is not a credit bureau and does not store or report any credit data other than for the purpose of informing the consumer of what appears on their report. In this case, TransUnion provided the consumer a credit monitoring notification that the information on the consumers TransUnion credit report was updated from displaying information regarding an an employer, to showing employer as "Not Applicable".
  
  The reporting of a monitoring alert about a New Employer does not have anything to do with the employer checking the consumer's credit report or history. Typically, employer information is passed ***** from a bank or financial institution that the consumer has an existing relationship with. In this case, a data furnisher must have passed ***** "Not Applicable" to TransUnion and they then updated the information on the consumer's report.
  
  In general, employer information on consumer credit reports is often inaccurate or out-dated but the consumer can dispute the reporting of the information by contacting TransUnion at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  MUST HAVE is not an acceptable business response. My EMPLOYER, of whom I have been employed with for over 5 years does NOT do credit checks. This is an unacceptable response. That being said, transunion has already deleted the MISTAKE. credit sesame needs to do their due diligence by checking PROPER information before marking a consumers credit report. Yes, I do understand that credit sesame is just a SOFT check. Thier reporting system is often times, extremely wrong and off base. It's always a good to go directly to the source, your 3 CRA'S and report from there. Please check information before you ruin a consumers credit report. Thank you to the BBB for helping, this case!!!
  
  
  Business Response /* (4000, 9, 2022/12/22) */
  Again, Credit Sesame is only reporting information to the consumer that is on the consumer's TransUnion credit report. The consumer has confirmed that they did correct the information with TransUnion so that information would also be corrected on the TransUnion report that Credit Sesame would receive for the consumer. We believe this matter is fully resolved.

• Initial Complaint

  Date:12/17/2022

  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.

  Multiple Fraud charges to my account and refuses to refund the money, they changed my card number and I'm still getting fraud charges from Quartar, *********... places I've never even been. When I talk to them they tell me that the person used Apple Pay so I'm responsible, I've filed police reports. They won't refund my money. It's over 700$ worth of charges

  Customer Answer

  Date: 12/19/2022

  They had asked me to reach out to the business that was charging my card I did that and their response was to reach out to my bank.

  Business Response

  Date: 12/22/2022

  Unfortunately, the transactions that the consumer disputed were not disputable because they were either ********** transactions (Card and PIN number were present) or they were through SamsungPay or ApplePay where 2 factor authentication is present. The customer could dispute the transactions directly with the merchant but unfortunately they are not covered under fraud protections related to the Credit Sesame account given the circumstances. We apologize for any inconvenience. The customer can contact our ********************** Cash member care team for any remaining questions at ************.

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have never been to ********* or any of raw chacharges places that these charges took place. My phone was seltolen and I reported that to the police. It's obvious that that these charges were related to that.

  Business Response

  Date: 03/24/2023

  As we've explained the fraudulent charges are not disputable because of the nature of the charges were through Apple Pay which requires 2 factor authentication.  Possibly the user device or phone was compromised but we are not able to dispute such charges.  The customer would need to work with the merchant for reimbursement.  

• Initial Complaint

  Date:12/15/2022

  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.

  This company gives false approval odds. They say great approval odds which is ranked at the top of getting approved but in the 5 years Ive had them Ive never been approved. Credit Karma was sued for this same unfair practice and now has to guarantee an approval or list the odds correctly. This company either needs to follow suite or close down.

  Business Response

  Date: 12/16/2022

  As explained in our Approval Odds disclaimer (full text provided below), Credit Sesame Approval Odds are not a guarantee of approval and there are multiple factors that lenders use to determine apporoval outside of credit. If the customer has further questions or would like further assistance, they can contact us at ***************************************
  
  Approval Odds are estimated by comparing your credit profile to other Credit Sesame members who were approved for this product or by determining whether you meet certain criteria provided by the lender. This does not guarantee you will be approved, but it may help you decide which options are better for you. You should evaluate your options carefully and understand that there may be several reasons why a lender may not approve your application, including but not limited to your ability to pay based on your income and employment status, having a maximum number of accounts with the lender, inability to verify your identity, and other reasons determined by the lender.

• Initial Complaint

  Date:12/09/2022

  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 have contacted this business several times in concerns to the information on my credit report. I have disputed the items such as student loans that doesn't belong to me things on my credit that have been on my credit for well over 13 years bankruptcies with inaccuracies no my credit score has dropped magically 98 points how is that even possible when i haven't even applied for anything and whatever i did apply for was supposedly a soft inquiry and not a hard i will be bringing this to the intention of the cfpb because no matter how many police reports i turn in proof from the organizations that the information is not accurate they still want take it off there is a student loan that says i owe ****** how is that possible when i haven't received ****** in student loans and I haven't been in school in years and i have proof of the actual amount on my student loans and the department of education has confirmed that the information is incorrect but the are constantly taking my credit score down and not making the corrections to my credit report also i asked for an investigation and proof of the findings of investigations and i haven't receive it also bankruptcy court does not report the credit berau credit cards that don't belong to me they don't care how this effects your ability to do anything this is causing me emotional distress and they are breaking so many consumer laws

  Business Response

  Date: 12/16/2022

  It appears that the customer have ********************** confused with the credit bureau. We show that the customer signed up for a Free ********************************************* monitoring account on 12/9/22, the same day that she filed this BBB complaint. Credit Sesame does not have any requests for support from this consumer.
  
  The consumer may be confused about the role of the Credit Sesame service. Credit Sesame is a credit monitoring service, we are not a credit bureau or credit data repository. Credit Sesame does not store any credit reporting data other than to display that data to the consumer for purposes of monitoring. We show that since the consumer signed up on 12/9/22 that her credit score has not changed. If credit reporting information is found to be inaccurate the consumer would need to contact the credit bureau reporting the information.
  
  The credit data in the consumers Credit Sesame account is from the consumer's TransUnion credit report. The consumer can contact TransUnion for further assistance regarding reporting discrepancies at ************ for assistance with disputing inaccurate information that appears on the consumers TransUnion credit report.
  
  Thank you!