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:09/17/2024

  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.

  Credit Sesame got me to sign up a for what was supposed to be a free account and all of a sudden they started charging me an inactivity fee and a service fee! Then they use AI bots for customer service and don't have a phone number for contact. I have been trying to remove my money but they won't let me connect my bank account and won't let me change any of the info on my account. I moved to a new location and that has to be changed to withdraw my money. They have take a total of $152.90 in fees without warning or any transaction emails. Thats absurd! I want all that fee money back! This has been going on since June of 2023 and I have had the account since February 2023 so as you can see they just started coming with the fees with no warning what soever. Thats just horrible business practices.

  Business Response

  Date: 10/04/2024

  Acknowledging the customer's concerns, communication regarding inactivity and service fees was conveyed through both email and in-app push notifications. We also recognize that the customer attempted to engage with us via chat, and we appreciate their effort to resolve the issue.
  
  One of our representatives attempted to contact the customer by phone on 09/23/2024 to address their concerns directly. Unfortunately, the call went unanswered, and a voicemail was left requesting a callback. We have not yet received a response from the customer.
  
  Furthermore, the customer’s account was closed on 09/16/2024. Should the customer wish to discuss this matter further, we are more than happy to assist and encourage them to reach out at their earliest convenience.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A credit pull from this company showed on my credit report for July 2024. I do not, nor have I ever opened an account on this website. I reached out to the company to gather information on how I had an inquiry from this company on my credit report without ever using the service. **************** is extremely slow to respond and after a month of waiting for a response into how my information is being used in their website they told me theres nothing they can do. Ill be filing a police report naming credit sesame in my complaint for identity theft.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 is harassing my financial being by reporting and claiming I owe for a credit builder which I have never engaged in their product. Im giving them a fair opportunity to clear this matter completely up or I will be filing state and federal complaints against their establishment.

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 informed that my account was compromised after loosing my phone that b wa sin my bag and I did retrieve my phone back untouched so I thought I noticed several charges om my account that we e e nit mine I was helped by director ***************** refunding changed my pin I was told to relax and ge track to them om Monday after my birthday and I did that the charges i did. Not authorize were never refunded back no provisional credit help me my money is gone by a identity thief and fraud

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Someone with an apple ID created a ********************** account to access my ********************** report. I contacted them letting them know it wasn't me because I have not had an apple device since 2022. I offered to send in my information to validate who I am. They did not resolve my issue and came back with answers that didn't make any sense. I would like this account closed because I don't want anyone having access to my credit report that isn't me. My social security number is *********. Thank you.

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 for free premium trial for credit sesame. The website said I could cancel any time. Well I cancelled the subscription before I was to make payment. I received a notification from my bank that credit sesame tried to take a payment but because my funds were too low the transaction didn't go through. Once again I logged back into the website to try an cancel my subscription but it stated that it had already been terminated. But today I got another notification from my bank that credit sesame took ***** from my account even though I had already cancelled my subscription I have proof of cancellation and proof they charged my card also there's no one answering there customer service department phone line making it extremely difficult to resolve issue

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 formally lodge a complaint against Credit Sesame regarding a recent experience I had while disputing 2 unauthorized transactions.On 08/09/24, I contacted Credit Sesame to dispute 2 charges of $49.99 each from a company named Followers Reports, which I do not recognize. These charges occurred on 07/07 and 08/07, 2024. I spoke with an agent named **** (unsure of the spelling) to address this issue.During our conversation, I expressed my desire to dispute the charges. I was informed that this was not possible because the transactions were processed through Apple Pay. She provided me with a number *************) to contact the merchant directly for further assistance.Concerned about losing my money, I asked about the next steps if a refund was not facilitated by the merchant. She stated, rather bluntly, that due to Discover's policy, there was nothing more she could do. When I inquired about Credit Sesames role in this, she clarified that they are not a bank but a prepaid card company, despite their marketing suggesting otherwise.I was disappointed to learn I would potentially be losing $100, which is a significant amount for me. My request to speak with a supervisor was met with resistance, as she claimed they would provide the same information. After multiple requests for a transfer, she ultimately offered to place me on a callback list. However, I insisted on waiting for a manager. After several minutes, she returned to inform me that no one was available and reiterated she could only add me to the callback list.Following the call, I dialed the number she provided, only to discover it was a rewards line for an unknown company with no option to speak to a representative. This left me with no alternatives and no means to recover my funds, prompting this complaint.I hope your office will look into this matter and assist me in resolving these issues with Credit Sesame.Thank you for your attention to this matter.

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Approximately a week ago I tried to setup an account with **********************. I wanted to get a free credit score. Regardless of what I did, their system would not setup an account for me. I never received an email stating that an account has been set up!! Now, I am getting emails from Credit Sesame regarding information on my credit report. Since I do not have an account with **********************, WHY are they in my credit report and sending me emails? Credit Sesame has no reason to be reviewing my credit report. On 07/22/24 I sent an email to "chief executive officer-*************************************** explaining the above. He did not respond! I do not want credit sesame accessing my credit information. I see this as an abuse.

• Initial Complaint

  Date:06/26/2024

  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 with a serious concern regarding my Credit Builder Secured Card account. I have deposited a total of $3,000 into this account, and was alarmed to find that the balance had nearly been depleted when I last checked. Upon requesting an account statement, I discovered unauthorized charges made by a company based in ********, which I have never interacted with nor authorized to charge my account.Despite multiple attempts to resolve this issue through your customer service, I have faced considerable challenges in gaining access to my account and have been unable to reach anyone at Credit Sesame following my last conversation. It appears that the customer service numbers have since changed, increasing my concern about potential identity theft and fraud.This situation is deeply troubling, and the lack of communication from Credit Sesame has left me with no choice but to escalate the matter. I urgently request your immediate attention to investigate these transactions, secure my account, and refund the stolen funds. Failure to address this issue promptly will force me to take further actions including filing a police report and seeking the assistance of regulatory bodies such as the *** and CFPB.

  Business Response

  Date: 07/03/2024

  Regarding the customer's complaint, our fraud team detected unusual spending and blocked the account on December 15th, 2023, promptly emailing the customer to confirm the charges. The customer did not respond until June 13th, 2024, 181 days later, placing the transactions outside the chargeback period. To retain access to their account, they must replace their compromised card. To close the account, the customer needs to complete an ACH form so we can send their remaining funds back to them. We notified the customer twice about this last year.
  
  While we understand the customer's frustration, we have followed protocol to secure their account and communicated the necessary steps to resolve the issue. We regret that the customer did not take timely action, which limited our ability to address the unauthorized charges within the chargeback period.

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 tried for three months to stop my subscription and they continue take the fees Ive submitted emails phone calls as well as closed my account on line and they continue to charge my account even though they keep saying its closed and I will not be charged again. I believe this is a scam