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:12/06/2022

  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.

  Not the first time and I've had enough. Credit Sesame sends me emails and texts almost daily saying I have VERY GOOD odds to get a credit card. I was looking for one to transfer a couple of balances to. I have a credit score over 700. I applied through Credit Sesames website at their recommendation to US Bank. I was declined for the card. Now I have a hard credit check against my credit thanks to them and NO new card! Like I said this is NOT the first time. They should not be allowed to bait people!

  Business Response

  Date: 12/06/2022

  As explained in our disclaimer about our approval odds (see full text below), approval odds are not a guarantee of approval. The intention for approval odds are to guide our members to the cards that have a higher probability of approval than other cards. Credit Sesame is only able to compare your credit profile criteria to other consumers that have been approved for the same cards. Credit card providers have numerous qualification criteria not all of which Credit Sesame is able to evaluate, for example employment or income. Also, we have multiple levels of approval odds and Very Good approval odds is not the highest level. Ourstanding, great or excellent all have a higher threshold for confidence of approval. I hope this helps to understand the purpose and limits of Credit Sesame approval odds.
  
  Approval Odds Disclaimer text:
  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.

  Business Response

  Date: 12/07/2022

  We do understand your frustration. Give you do have very high credit score, it is likley that your were declined by the card provider for reasons other than your credit. The card issuer should provide you an Adverse Action notice which would clarify the reason why you were not qualified. We only have the capability to assessing how well your credit compares to people that are approved for a provider's cards. We apologize for any confusion.
  
  This approval odds disclaimer always appears in the informational "tool tip" that appears as a question mark within a circle next to the words "approval odds".

  Customer Answer

  Date: 12/07/2022

  ***Document Attached***
  This is the only disclaimer anywhere on Credit Sesame when I look to apply for a credit card per your suggestion. There is nothing showing me NOT to apply. I have a 744 credit score. Credit Sesame should NOT suggest any card not available to consumers.
  See Attachment/File: IMG_4436.PNG

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have had outstanding excellent etc....I used very good as the latest in your scam. Each time you send these, and at this particular time I was looking for a card to transfer, you do a hard check on my credit. Why bother to bait people if there isn't an excellent opportunity???
  I have a 744 credit score. Credit Sesame says I have a 744 credit score. So, again, why would you send over offers if I am not going to succeed? To drop my credit score?
  I just went on my app and tried another card offer to see what comes up. I do not see your disclaimer any where on the offers. Not when it shows ALL of them to me. Not when I click on it and I go to that cards site to apply.
  I still stand by my complaint. It's a bait and the only person it hurts is me, the consumer.

• Initial Complaint

  Date:12/04/2022

  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.

  I opened a cash account with credit sesame and my debit card was frozen because I moved and I was unable to verify my new address through there website.so I have tried numerous times over the last 4 months ths to close my account and get my money back. I filled out there form over and over and they just keep telling me to refill out the form

  Business Response

  Date: 12/16/2022

  The customer was asked to verify his identity due to security concern. The customer attempted several time but was unable to fulfill all of the needed steps in order to establish his identity. The customer was advised to contact his bank to recall the funds which is remains the correct method to retrieve the funds from the account. We are not able to consider any other options given the customer was unable to verify his identity properly. The customer may contact the ********************** Cash member care team for further questions or concerns at ************.

• Initial Complaint

  Date:11/18/2022

  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.

  I was sent an email bye credit sesame telling me i have new loan offers and that i could view them and my credit score wouldnt be effected with thats a promise at the end. I went in to look at my offers and got a bunch of hits to my credit with hard inquiries 6 in total 4 in credit karma and 2 in experian. I contacted them to let them know what has happened and im still waiting on a response

  Business Response

  Date: 12/01/2022

  Credit Sesame contacted the customer by phone and determined that the customer received a partner email from ********************** that we sent on behalf of our partner GuideToLenders. The customer apparently did not engage whatsoever with the partner's website but mentioned that he did have hard inquiries about the time that he visited the site. We've asked the customer to provide more details about the specific inquiries so we can discuss with our partner.

• Initial Complaint

  Date:11/17/2022

  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.

  On September 17th,2022 I was notified that I was charged ****** for credit sesame, I was confused because I cancelled the trial I signed up for, but I went back in to credit sesame and made sure my account was cancelled and I can't even find the customer service number, then on October 16 they charged me again so I went back online and tried to find anyway to contact them and no way, I shortly after became sick with covid and forgot all about it till in the middle of the night last night,i got a notification from my credit card ***** for credit sesame , that is 3 times after cancelling, I'm going to have to cancel my debit card, and that is a huge hassle, but you need to be aware they are ripping people off, sincerely ******* ***** (XXX)XXX-XXXX

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/30) */
  We believe this matter is fully resolved. The customer noticed charges that were not associated with her Credit Sesame account but rather a relative that had used her card for payment. We were able to cancel the subscription and refund the charge.

• Initial Complaint

  Date:11/16/2022

  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.

  I have been banking with credit sesame and for some reason someone is able even after changing card numbers and everything access my funds I only use this account to get paid from school Cash App*queen*add 10:57pm - $100.00 Cash App*queen*add 10:48pm - $104.00Cash App*queen*add 6:00pm - $400.00 Cash App*queen*add 5:48am - $500.00 Cash App*queen*add 11:35pm - $2.00 Cash App*queen*add 11:33pm - $71.00 10:48pm

  Business Response

  Date: 11/30/2022

  According to our investigation, the customer did bring these transactions to our attention but it was determined that the customer did not take proper care to protect their card and as a result the fraudulent transactions did not meeting Mastercard's Zero Liability policy. The customer mentioned in previous calls with our support team that she'd left the card around the house and a family member had use the card to make CashApp transactions. Unfortunately, we would not be able to accommodate the request. If the customer has further questions, she can contact the Sesame Cash member care team at ************. Thank you!

  Customer Answer

  Date: 11/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have never and I mean never gave any authorization to anyone to use my card for anything so that is a lie also I have as they said have on a numerous of times calling complaining about this ongoing transactions that are happening. They should have fixed it from the beginning that I need my money and I want my money back. I never authorized anybody to do any of that and if they know and I will no longer bank with them they can send me my money and I will no longer bank with them or go through them for anything because they're lying. I never said that I gave any authorization to anyone

  Business Response

  Date: 12/07/2022

  We did review the recorded call with the consumer on 7/23/22 where the consumer mentioned that that she did share the card with family and she thought she could trust them. The more recent transactions are similar transactions to the same Cash App account. The customer was advised to contact local law enforcement in regards to the theft. The customer was also advised to follow up with Cash App. If the customer has further question, she can speak with the Sesame Cash member care team at ************.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have made all those calls and still am not reciveing help

  Business Response

  Date: 12/16/2022

  Unfortunately Credit Sesame is not solve this problem for the customer given the circumstances. The customer is advised to contact law enforcement to report the theft and to seek restitution from whomever stole the funds.

• Initial Complaint

  Date:11/10/2022

  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 wanted to get a balance transfer card to Welss Fargo. The website advertises that you can qualify with no impact to your credit score. When I spoke to someone at Credit Sesame they told me that it is a soft inqurity and does not impact someone's credit. I soon learned that they did a hard inquiry and it did impact my credit. When I called Wells Fargo they said it is always a hard inqury. I don't know why Credit Sesame would falsley advertise this information. If I had know this information I would not have pursued this.

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/21) */
  We did investigate the complaint from the customer but we were not able to identify any clicks from the Credit Sesame mobile app or website for a Wells Fargo credit card. We spoke with the customer by phone and the inquiry did not seem to have impacted her score significantly. The customer was not able to identify exactly where she saw this and it may not have been on Credit Sesame where she saw the advertisement. We agreed to continue to research on our side to make sure we were properly advertising this product. We appreciate the customer bringing this to our attention.