Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Jan 4 I recieved multiple calls and emails then a hard inquiry on my credit report that pertained to Acorn Financial sending out my information to their lenders.The application was submitted fraudulently and I called immediately on Jan 4 directly to Acorn financial, they were able to locate the account, I told them I need it closed immediately and they assured me there's no way a hard inquiry could have come through, I kept eliding them over and over someone has gotten access to my information and I need whatever they have open, closed.I sat on hold for 20 minutes only for the manager to come on and tell me "well take care of it and you'll get an email confirmation" after 5 hours nothing happened.This business does not understand how important identity theft is and how URGENT these matters need to be handled, thus I've filed this complain.Business response
02/25/2023
Hi *******,
Identity theft is incredibly upsetting, and we work as hard and fast as we can to investigate allegations of fraud. Given the sensitive nature of these reports and our responsibility to protect customer information, it does take some time to conduct a proper review, but please note that within 24 hours of your initial report we had (a) conducted our internal review, (b) contacted the lenders who made offers on the application submitted in your name to notify them of your situation, and (c) sent you a formal letter detailing the steps we'd taken and advising you on best practices going forward for victims of identify fraud.
Regarding your concerns about the hard inquiry, checking offers on our site requires only a soft inquiry, which you may be able to see when you check your credit report, but is not visible to lenders and will not impact your credit score. However, after selecting an offer on our site and proceeding with an application, a hard inquiry may be performed by our lending partners. If the fraudster made it to that step, it is possible that a hard inquiry was performed, but we would have had no control over that happening, and no ability to remove the hard inquiry ourselves.
To get any hard inquiry removed, you will have to contact the lender who performed it. If you would like assistance in pursuing that solution, you can contact our Customer Support line at ***** ********.
Please also let us know if we can do anything else to help as you continue to look into this distressing incident.
-The Acorn Finance TeamCustomer response
03/01/2023
I am rejecting this response because: I did what you said to do, I contacted the lender and they indicated I should call you, you are the processor of information that I did not submit.Business response
03/27/2023
*******, we're sorry to hear the lender is not proving more helpful to you. As mentioned, we've conducted our internal review, contacted the lenders who made offers on the application submitted in your name to notify them of your situation, and offered best practices for victims of identity fraud, all within 24 hours of your initial report. We're unable to assist further without more information about your remaining concerns. Please reach out to our Customer Support team if there's anything we can help clarify.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.