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:07/28/2025

  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 have been using *** for just over a year now for the credit building purposes and I did the loan for which I pay into every month and just as I got to my last payment all my bank accounts have been unlinked and had to pay directly with a card to clear my credit balance and make the final loan payment which is where my complaint lies. I have tried dozens of times to reconnect my bank accounts along with following the advise of the email response (which seems automated and they only respond once) and it continues to not allow me to withdraw my funds due to their inability to link my bank account. All I wanted is to withdraw MY money and was planning on doing it again but am extremely hesitant to continue using this company. Please allow me to withdraw my funds

  Business Response

  Date: 07/31/2025

  Hello *****,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. I apologize for the delay in response from our Customer Support team, your account was escalated to our Technical Support team for review. 
  
  Upon review of your account, we have confirmed that your Save and Build Credit account withdrawal has been initiated as of July 31, 2025 to your ***** account ending in 5543. Please allow up to 7 business days for the fund to settle in your account. 
  
  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at ******************************.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/20/2025

  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.

  AVA FINANCE Account Number: ****************** This account is inaccurate and I'm seeking litigation please delete at once. This inaccurate information is reported on my credit report. I will want it to be removed now. I sent letters on 06/19/2025 and nothing was resolved. I want it deleted now.

  Business Response

  Date: 07/25/2025

  Hello *******,

  Thank you for contacting Ava Finance regarding your account, ******************, and for bringing your concerns to our immediate attention. We understand your frustration and the seriousness with which you view this matter, especially concerning your credit report. We have investigated your complaint and below are our findings. 
  
  Our aim is always to report accurate information to the credit bureaus. As a financial institution, Ava Finance furnishes credit history, both positive and negative, based on the terms of the Ava **** product you opted to receive.  After a detailed review of your account, we confirm that you accepted our terms and conditions on October 31, 2024. Our terms state both positive and negative payment history will be reported to the credit reporting agencies, so you were both informed and signed acceptance.
  
  Our investigation specifically shows that the payment for your Ava ****, which was due on December 15, 2024, was not received. Our records indicate that auto-payment attempts were made on December 15, 2024, January 15, 2025, February 15, 2025, March 15, 2025, April 15, 2025, June 15, 2025, and July 15, 2025. Each of these attempts failed due to "Insufficient funds," as reported to us.
  
  In addition, at least 4 emails are sent, 1 informing you payment is due and 3 informing you the payment is past due prior to the 30 days past due point. While these payments were on auto-payment, these communications included a manual payment option to facilitate timely payment within the 29-day grace ******* Regrettably, since the payment was never received, it was reported as late in accordance with federal payment reporting guidelines. Consequently, we are unable to reverse the late payment status or delete the tradeline.
  
  Please note that the outstanding balance on your Ava Finance account remains $16.03. To resolve this matter and prevent any further reporting of an outstanding balance, you may complete payment using the following secure link: ********************************************* This link will expire in 7 days, 8/1/2025.
  
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service 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 canceled my Ava Finance subscription almost two weeks ago. I withdrew my funds to my ********** account. But every time I withdraw it says to email *** customer service. I have emailed them, called them, to no avail. I even told one customer service *** to proceed and he stated that I never responded and closed my ticket. I explained how I responded 12 hours prior. The next customer *** said he seen I made numerous attempts to withdraw my funds. And he was going to escalate this matter. And I havent heard a single word since. I have emailed several times since then. I will attach all screenshots. This company is terrible. If this review will be posted. I hope and pray they check out this review. The company gets an ******************* gets an F. I wish I wouldve saw this reviews before I joined. I want my money today! This is really pathetic what they are doing.

  Business Response

  Date: 07/10/2025

  Hello *******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. I'm truly sorry to hear about the frustrating experience you've had with your Ava Finance ************ cancellation and fund withdrawal. It's clear this has been a very difficult process for you, and I understand your anger and disappointment.
  
  I've looked into your case, and I can see that your Ava ************ was canceled on July 4, 2025, which was a necessary step to enable the withdrawal of your Save and Build account funds, as your loan was still in progress and not yet complete. We escalated your account to our Technical Support team on July 7, 2025 and your withdrawal was then successfully initiated on July 8, 2025, from your Save and Build account to your ***** bank account ending in 5605. Please allow up to 5 business days for the funds to settle in your account.
  
  I understand that the journey to get to this resolution was far from ideal, and for that, I sincerely apologize. While it appears your funds have now been sent, I want to assure you that we take your feedback seriously. 
  
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23567307
  
  I am rejecting this response because:
  Attached is screenshots of not only me telling your team that I cancel a week ago on 7/3/2025. Even the response from your team stating it was an error on your end when I tried to withdraw. I canceled this account in June, as you can see on 6/28 I received an email from Ava finance asking me to reactivated my plan. Now we are sitting at 7/16/25 and I still have not received my funds. Its been more than 5 business days from the time you claim the account was deactivated. This company is sorry. Its sad how you all operate. From top to bottom. Now next I am going to do my own investigation and find out who owns this company. Im going to reach out to them and show them every single email, bbb, and Im going to get my lawyer involved if my money does not hit my account today. I am done being nice. Its been a month of this and I have all of the proof. Im sick and tired of going back and forth with Ava Finance. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/21/2025

  Hello *******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. I'm truly sorry to hear about the frustrating experience you've had with your fund withdrawal.
  
  I've looked into your case, and I can see that your Save and Build Account withdrawal was initiated on July 8, 2025, to your ***** bank account ending in 5605. Unfortunately on July 10, 2025 we received an ACH error code from the bank and the transaction failed. I confirmed your bank account was relinked this morning (7/21) to your *** account and the withdrawal was successfully initiated again. 
  
  I will continue to monitor your account until the funds successfully process. 
  
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

• Initial Complaint

  Date:07/01/2025

  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.

  I'VE REACHED OUT TO CUSTOMER SERVICE MULTIPLE TIMES TO GET MY DEPOSIT OF 150. THE CUSTOMER SERVICE NUMBER DOES NOT RING TO AN ACTUAL PERSON. I'VE SENT IN MULTIPLE EMAILS AND IM PRETTY SURE THE RESPONSES ARE JUST AUTOMATICALLY SENT OUT BUT SOMEONES NAME IS ATTACHED. IVE BEEN REACHING OUT SINCE JUNE 9th. ITS BEEN ALMOST A MONTH AND STILL NO HELP. AT THIS POINT IM LOOKING TO TALE LEGAL ACTION.

  Business Response

  Date: 07/08/2025

  Hello Kamaya,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. We sincerely apologize for the delay.

  Im pleased to inform you that your Save & Build Credit account return deposit of $150.00 was issued to your linked bank account on 7/7/2025. Please keep in mind that it may take up to 5 business days for the deposit to show up in your linked Navy ******************** account ending in 3673, as this is the standard processing time for ACH transactions.
  

  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at ******************************.

• Initial Complaint

  Date:06/20/2025

  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.

  The ad for ************* stated that you would get up to a $2500 credit line with 100% guaranteed approval with no annual fees or deposit needed. The first thing they asked for was a $9 a month or $72 a year payment for a subscription which in reality is a credit card fee. After I paid the fee and got approved for a $1100 credit line and finished putting in my information I got a message saying they cant offer me any services at this time. So much for the 100% approval even for those under 600 credit score. They still took the $9 payment I submitted.

  Business Response

  Date: 07/01/2025

  Hello ******,

  We understand your frustration and apologize for the experience you had while signing up for ***. We appreciate you bringing your concerns to our attention, especially regarding the advertisement you saw. Your feedback is valuable, and we've already shared it with our marketing team to review the messaging around our offers. 
  We want to clarify a few points about our service and the application process. While *** aims to help individuals build credit, including those with lower credit scores, our "subscription" fee is for access to the *** app and its features, not a credit card fee. This subscription is separate from any credit line you may be approved for.
  Regarding the 100% approval you mentioned, we do strive to approve as many applicants as possible. However, as part of our commitment to responsible lending and in compliance with federal regulations, we are required to perform several verification checks during the application process. These checks are crucial for confirming identity and ensuring the accuracy of information reported to credit bureaus.
  Unfortunately, your application did not meet the necessary criteria during these internal verification steps, which prevented us from offering services to you at this time. We understand this is disappointing, and we sincerely apologize for any inconvenience or confusion this may have caused. As stated in our Terms of Use, which you can review ***********************************, we reserve the right to refuse service if we cannot verify identity to our satisfaction.
  We want to assure you that since your account setup was not completed, no charges were applied for the subscription.
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23499622
  
  I am rejecting this response because:

  its funny how every other credit application app or website can approve my identity and *** struggles to do so and refuses to work with me to resolve this. Also if I dont pay the subscription fee then I cant access the app meaning I cant access the credit card so YEA its literally a credit card fee but its monthly or yearly not just yearly like a standard card fee.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/07/2025

  Hello ******,
  We appreciate your feedback. 
  The Ava ************ covers more than just the Ava ***** It provides access to all features of the Ava ********* including the Save and Build account, Rent Reporting, and Credit Monitoring. This is why it's structured as a monthly or yearly subscription rather than a one-time annual card fee.
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

• Initial Complaint

  Date:06/19/2025

  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.

  Ive pulled my credit report on identity IQ and have found some inaccurate information that requires removal. I have a new career opportunity coming up and i am also in the process of purchasing a home and I know they will pull my credit and this false information will hurt me Ava finance Account numbers ************************************** this late payment on 06/3024 - 10/2024 requires removal because I paid on time and it is reporting inaccurate dates on late payments and open date and last date active. (which I sent pictures of). If you cannot furnish this bank statement (which is the only legal form of verification), this account must be updated to paid on time or removed for false reporting.

  Business Response

  Date: 06/27/2025

  Hello ********,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.

  As a data furnisher, we take our responsibility to report accurate information to the credit bureaus very seriously. While we've confirmed the accuracy of the tradeline, we reviewed the account and - based on that review - submitted an ************************ (AUD) request on 6/27/2025, to the bureaus to delete the Save and Build Credit tradeline. This deletion will remove all previously reported data related to the account from his/her credit file. Please note that it may take 30 to 60 days from the date of submission for the update to appear on your credit report.

  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at ******************************.

• Initial Complaint

  Date:06/18/2025

  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.

  AVA Finance has a prpgram where you can save $25 a month and you get the funds back after a year I submitted a withdraw on 6/4/25. They have not sent my funds. *** reached out to customer service numerous times with no help. They dont pick up their phone number thats listed on the site. I left a voicemail and still no assistance. It is now 6/18/25. I was told 7 business days and Id get my funds I still have not received anything. Once I receive my funds I will be closing this account. I do not urge anyone to sign up with them. My credit was not positively impacted at all.

  Business Response

  Date: 06/28/2025

  Hello *******,

  I sincerely apologize for the delay regarding the return of your deposit. We encountered an *** error while processing your withdrawal request. Im pleased to inform you that we have successfully initiated a refund of $300.00 to your Citibank account ending in 1510. Please allow 5-7 business days for the *** to process and reflect in your account.

  For additional resolution details, please review ticket number 280474.
   
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23484665
  
  I am rejecting this response because it has not been resolved. When I log onto the app it still gives the option to withdraw saying that you are unable to deposit to the account I received 2 separate emails saying that the funds would be deposited. I have reached out to customer service on numerous occasions with no real reason as to why you cant deposit into the same account that you were withdrawing funds from.
  

  The primary account sjouke be *********** once I saw that you all still havent deposited I changed it to my *********. Please stop giving me the run around. I was owed those funds 3-5 business days after 6/4/25. We are now approaching July. I have attached proof that you have not initiated the transfer of my funds along with the conflicting emails. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/01/2025

  Hello *******,

  We have confirmed the return of your Save and Build Credit Account Loan deposit was marked successfully processed on June 30, 2025 to the ******** account ending in 1510. Please check your account for the returned funds. There still is a display issue in the app regarding your Save and Build account, this is still being resolved.

  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23484665
  
  I am rejecting this response because nothing has been deposited into my ********* account. Furthermore, I submitted the withdraw to my *********** account. The original request submitted to your platform was to *********** why are you submitting to a secondary account? You all are not cooperating. This has been going on since June 4th. The error message still shows and I still do not have my funds! I submitted yet another request to *********** the ORIGINAL account. I need my funds and please close my account I am never doing business with or recommending your platform to anyone else. This is ridiculous. 

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/07/2025

  Hello *******,
  Our records indicate the return of your Save and Build Account to the ******** account ending in 1510 was successfully completed on June 30, 2025. I have provided you with the transaction details for additional research with Citibank: 
  Transaction ID: ****************************** 
  Start time: 2025-06-27 21:28:52 UTC
  End Time: 2025-06-30 14:54:57 UTC
  The return was processed to the ******** account because it was the most recent withdrawal attempt in the system. We apologize for the confusion.
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23484665
  
  I am rejecting this response because ********* was unable to locate the transaction. I did not initiate a withdraw using ********* and have not received my funds nor has my *** account been closed yet. This is an ongoing issue since 6/4/25. You all have not provided a resolution in regards to getting me my funds. This is absolutely ridiculous at this point you all are stalling with returning my funds. I have separate emails verifying that you all were sending money to *********** which I originally initiated. Why are you sending anything to *********. And again they have not confirmed receipt of anything. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/11/2025

  Hello *******,
  Our records indicate the return of your Save and Build Account to the ******** account ending in 1510 was successfully completed on June 30, 2025. I have provided you with the transaction details for additional research with Citibank: 
  Transaction ID: ****************************** 
  Start time: 2025-06-27 21:28:52 UTC
  End Time: 2025-06-30 14:54:57 UTC
  The return was processed to the ******** account because it was the most recent withdrawal attempt in the system. We apologize for the confusion.
  Should you have any further questions or concerns, please dont hesitate to reach out to ******************************.
  
  

• Initial Complaint

  Date:06/13/2025

  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 contributed a total of $276 over 12 months to a ************ account through **********************, **** On May 28, 2025, I was informed that the funds could be released. Despite multiple follow-ups (on May 30, June 2, June 5, June 10, June 11, and June 13), *** has yet to release the funds or provide a clear timeline.The company has repeatedly stated the issue is being escalated, but no actual resolution has been provided. I was locked out of my account for a period of time and continue to receive false past due alerts, which I worry could affect my credit.Ive attached screenshots and email correspondence with multiple *** employees, including a Senior Manager, confirming the delay.I am requesting:Immediate return of my $276 Correction of my account status Written confirmation that no negative credit impact will occur

  Business Response

  Date: 06/18/2025

  Hello ******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
  
  We want to confirm that, as communicated to you via ticket number ******, we identified and resolved a processing delay with a payment you made on May 29, 2025. We sincerely apologize for any confusion or inconvenience this may have caused.
  
  We are pleased to inform you that this payment was successfully applied to your Save and Build account.
  
  Your Save & Build Credit account has been closed due to completion of the term, and a return deposit of $253.02 has been issued to your linked bank account. Please be aware that there was a balance due on your Ava **** for $19.98, and a portion of your deposit was utilized to complete this payment.
  
  We also want to clarify that the May 29, 2025 payment was never reported as delinquent to the credit bureaus.
  
  We appreciate your understanding in this matter and thank you for your continued patronage. If you have any further questions or concerns, please feel free to contact us at ******************************.
  
  

• Initial Complaint

  Date:06/12/2025

  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 had a paid off *** account with no remaining balance due, I even switched out the *** card from my ******* account that I was using *** for with my actual bank account and *** still charged me, *** charged me $45 for nothing, I have receipt proof. Fast forward 2 months later they reported that my account was delinquent and it dropped my credit 36 points. I have receipts of proof the account was in good standing before I closed it, and even receipts the account was closed.

  Business Response

  Date: 06/18/2025

  Hello ******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.

  Unfortunately, we are unable to locate an account with the details you provided. Please contact our support team ******************* for further assistance. 

  We appreciate your understanding in this matter.
  
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23462670
  
  I am rejecting this response because:

  My account has since been closed out, the email address was ****************** phone number ********** ****** j. *****

  I want the negative remark removed and my money refunded.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/20/2025

  Hello ******,

  Unfortunately, we are unable to locate an account with the email address and phone number provided. Please contact our support team ******************* for further assistance. 

  We appreciate your understanding in this matter.
  

  
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23462670
  
  I am rejecting this response because:

  My account is closed. Stop lying! You have my information because you ruined my credit!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/06/2025

  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.

  Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.

  Business Response

  Date: 06/13/2025

  Hello April,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. We understand how upsetting situations of identity theft can be. 
  To initiate an investigation into your claim please submit the following to us directly at ******************* or respond to ticket number 279978:
  Provide an Identity Theft Report or Police Report - We have received your FTC report and Affadavit. 
  An identity theft report can be filed with the ************************ (***) at ******************************.
  Alternatively, a police report can be filed with your local law enforcement agency.
  Provide identification documents
  A clear photo of a government-issued ** (e.g., drivers license or passport).
  A selfie holding the same **, ensuring both your face and the ** are clearly visible.
  Answer the Following Questions to Assist in the Investigation:
  How did you first become aware of the account or tradeline in question?
  Have you been a victim of identity theft before? If yes, how recently?
  Have you been notified of any data breaches involving your information? If yes, please provide details about the incident.
  Have you noticed any unfamiliar activity on other accounts you own (e.g., social media, bank accounts, email addresses)? If yes, please describe the activities.
  Could you confirm the email address where you have been receiving our communications?
  Next Steps
  Once we receive the required report, identification documents, and your responses to the questions above, your claim will be escalated to our Risk Operations Team for review.  
  Thank you for your cooperation. Were here to support you every step of the way. If you have any further questions or concerns, please feel free to contact us at *******************.