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:08/04/2023

  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.

  Will not let me cashout from my bank, have called numerous times, but was just told that the issue may or may not get fixed. Called on other occasions, with no representative even answering, or being told to go to the app, which is what I've been attempting... why have the card, if I can't use it.

  

  Business Response

  Date: 08/14/2023

   Dear ******************,
  
  We deeply regret the inconvenience you encountered while trying to initiate Cash Out requests on our platform.
  
  During your initial attempt for a cash out, we encountered unexpected technical challenges that made the process more cumbersome than anticipated. Our team made attempts to connect with you and assist in resolving the issues you faced. Regrettably, we couldn't establish contact, and we understand the frustration this caused.
  
  On 8/4/2023, we do note missed calls from your account associated phone number. We want to acknowledge that, unfortunately, our capacity was affected by natural disasters in our operational area during that time. This situation led to delays in our response times and impacted our ability to provide the level of service we strive for. 
  
  We genuinely value you as a card holder, and we are truly sorry for any trouble these circumstances have caused you. Our team has reached out to you directly as well, to resolve your concerns.

  Regards,

  The Aven Team

  
  

• Initial Complaint

  Date:07/24/2023

  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.

  Open account around May of 2023, used the AVEN HELOC Card a few times in June and On June 25, 2023 the card wouldnt work, after checking my account online, it says my card is blocked and to contact Aven. I called and messaged a few times and was told there was a glitch in their system and theyll get it fixed ASAP. After numerous messages and calls for the past month, ****** said the same exact thing over and over until July 21, 2023, a month later. Hi there, ******. We are so sorry for the delay. We hope to have a response to you by the end of today. It appears there was a need to validate information during the application process. We will be sure to ***** credit to your next credit card statement for this inconvenience. We are terribly sorry! I will update you soon. Of course, 3 days later, and still nothing more. This is the most information theyve given me after multiple conversations and many weeks of waiting. I even offered to help with the validation of whatever information is needed, but theyve left me in the dark and I still have no idea what the issue is. They dont actually answer the phones either. They use a 3rd party to communicate and the 3rd party always has to reach out to Aven then once they get a response from Aven, the 3rd party reaches out to the consumer. This company is a mess and i hope this review will save some people the headache and financial burden that theyll cause you. Do yourself a huge favor, DO NOT USE AVEN FINANCIAL!

  

  Business Response

  Date: 08/03/2023

  Dear *****************,

  
  We want to begin by offering our sincerest apologies for the inconvenience you experienced with your Aven Card. We deeply regret any inconvenience caused by the temporary blockage of your account due to a system error.

  
  We are pleased to see that our team has successfully resolved the issue, and your Aven Card is now unblocked and fully operational. 

  
  As a valued customer, your satisfaction is of utmost importance to us. To compensate for the inconvenience caused, we have credited your next credit card statement accordingly.
  Please rest assured that we have taken comprehensive measures to prevent similar occurrences in the future. Our commitment to providing excellent communication and support to all our customers remains unwavering.

  
  Should you have any additional questions or concerns, please don't hesitate to contact our customer support team directly at *********************************** We are here to assist you in any way we can.

  
  Once again, we extend our apologies for any disruption this situation may have caused, and we sincerely appreciate your understanding.
  Best regards,
  The Aven Team
  

  
  

• Initial Complaint

  Date:07/10/2023

  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.

  Stay away from this company!I got preapproved and had to use a stupid app to upload my id.I then did a notary with a PERSON and I SHOWED her my id.Then they decided to text me asking for my tax info. By the way, I used Plaid to very my income. Anyway, I went to the *** website to get those documents for them.Then they needed to verify my phone number. I gave them a call and we got that verified.Then the guy said that they needed a personal picture of me and a clearer picture of my **. He did proceeded with giving me a link to the same stupid electronic verification app.If the ** wasn't clear enough, then ask for me to use a scanner. I have a scanner and I can upload a very large picture.Anyway, I decided to leave this review. I don't know if they would care because it seems like they did everything possible to get a bad review from me.

  

  Business Response

  Date: 07/19/2023

  Dear ********************,

   

  We hope this message finds you well. We would like to address the concerns you raised in your BBB complaint regarding your experience with Aven Financial on or around July 8, 2023.

  
  First and foremost, we apologize for any inconvenience or frustration you may have experienced during the application and verification process. Our aim is to ensure a smooth and secure experience for all our customers, and we regret if we did not meet your expectations.

  
  Upon reviewing your application, we understand that our team requested additional information and documents, including tax information and identity verification. We apologize for any confusion caused during this process.

  
  We want to assure you that the reason behind requesting these documents is to ensure the security and protection of our customers. As a financial institution, we are committed to adhering to policies and procedures to safeguard personal information and prevent any potential harm. Please be assured that all information you provided is handled with the utmost confidentiality and is used solely for the purpose of your application and cardholder security.

  
  We understand that using an electronic verification app may have been inconvenient for you, and we appreciate your feedback. Our team is continuously working on improving our processes and systems to enhance the customer experience.

  
  We would like to resolve this matter to your satisfaction. Please do not hesitate to reach out to our customer support team at *********************************** and they will be more than willing to assist you further.

  
  Once again, we apologize for any dissatisfaction caused, and we value your feedback as it helps us improve our services for all our customers. Thank you for bringing this matter to our attention.
  Best regards,
  The Aven Team
  

  
  

• Initial Complaint

  Date:05/31/2023

  Type:Delivery 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 applied with this company twice. I emailed support asking them if they worked with a property in a trust and they replied yes. I applied the first time and received the message they couldn't find my property through their title search. I took my property out of the trust and reapplied. Once again I received the same message. I called and emailed asking for a response to the issue such as me providing a copy of the recorded deed and have not heard back.

  

  Business Response

  Date: 06/09/2023

  Response summarized in attached document

• Initial Complaint

  Date:05/30/2023

  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.

  Their website states that checking your offer will NOT affect your credit score but they are showing up on my credit report as a hard inquiry. Im totally confused. Its misleading. When you say it wont affect someones score, one would think its a soft pull. I never finished the application process. I just checked to see my pre approval amount. I need this inquiry removed

  

  Business Response

  Date: 06/08/2023

  Dear Valued Customer,
  
  We are writing in response to your BBB complaint regarding your recent experience with our company. After carefully examining the account events and reviewing additional notes related to your application process, we are committed to addressing your concerns.
  
  Based on our records, it appears that you submitted an application on May 2, 2023. Subsequently, on May 9, 2023, you accepted the offer and scheduled a notary session for May 11 at 10:15 AM (EDT). Upon thorough examination of our records and logs, we have confirmed that before selecting a schedule, you were explicitly reminded that clicking "Schedule" could potentially impact your credit score. This information was clearly presented as the first bullet point under the "What's Next" section, followed by the necessary disclosures.
  
  At our company, we highly value your feedback and strive to provide a transparent and dependable service. To address your concerns more effectively, a dedicated member of our team will reach out to you directly. We sincerely apologize for any confusion or inconvenience you may have experienced during the application process. If you have any further questions or concerns, our customer support team is readily available to assist you. Please don't hesitate to contact them at your convenience.
  
  We sincerely appreciate you bringing this matter to our attention. 
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20121517
  
  I am rejecting this response because:
   
  what I read on the website was that the inquiry wouldnt show up until after the appt with a notary. I wish I had screenshot it at the time. At this point, it doesnt matter because I dont have what I read. ****** learned 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/16/2023

  Attached a letter responding to customer's rejection of original response

• Initial Complaint

  Date:05/19/2023

  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.

  Aven has been sending me junk mail relentlessly with financial offers I don't want. They offered a phone number ************** to call to be removed from their mail list. However you have to provide SSN and DOB, etc to be removed from their mail list. This is so ridiculous. Such rogue practice has to be stopped!

  

  Business Response

  Date: 06/02/2023

  This letter is in response to a complaint filed by ********************************* with the ************* BBB on or around 05/07/2023. Aven Financial **** (Aven, we, or us) appreciates the opportunity to respond to Mr. **************** complaint. We take all feedback seriously and treat it as an opportunity to improve our offerings and interactions with our customers.
  

  **************** complaint relates to direct mail solicitations he received from Aven and his attempts to stop receiving such solicitations. The Aven Card account is a variable rate Home Equity Line of Credit with a credit card. Aven offers lower interest rates and fees than are typically available on consumer credit cards because the Aven card is secured by an interest in the cardholders home. Aven sends prospective customers solicitations through mail and email to invite them to apply for the Aven card.
  

  Facts:
  1. From February 12, 2022 to May 31, 2023 Aven sent ************** 18 direct mail solicitations to invite him to apply for an Aven card. A copy of one such solicitation is included as Exhibit A
  2. Sending solicitations to prospective customers with an invitation to apply is a legally permissible activity
  3. It is Avens policy to abide by all applicable laws and regulations in its direct mail solicitation program
  4. Aven is required by law to provide instructions for opting out of future solicitations
  5. On the included Exhibit A, this information is on the first page and the last page 
  6. The phone number ************** saw is 1-888-5-OPT-OUT ***************) which is the national opt out service run by the major credit bureaus. This is not Avens phone number
  7. This opt out asks for Name, Address, Date of Birth, and Social Security number to accept opt out requests. This protocol is not controlled by Aven
  8. ************** can also go to ******************************* to learn more information about this service
  9. On May 24, 2023 Aven added ************** to Avens internal Do-Not-Mail list. He will not be sent future solicitations
  10 At that time, there was already a solicitation to ************** that had been released and Aven was unable to prevent this mail piece from going out
  

  Aven is sorry that ************** is upset about the solicitations he received. As the facts above demonstrate, this was permissible activity performed in compliance with applicable law. 
  

  If you have any further questions or require additional assistance, please do not hesitate to contact us at *********************************** We are committed to ensuring the  satisfaction of our borrowers and will be more than happy to address any further questions you may have.
  

  Yours sincerely,
  

  Aven
  

  
  

• Initial Complaint

  Date:05/07/2023

  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 applied for AVEN credit card. I made a complaint to even that I did not make a purchase for FACEBK for the amount of $ *****, FACEBK for the amount of $125.00 (see page 8) nor did I make a purchase for FACEBK for the amount of $73.30 (see page 12).Aven assured me they would investigate. I decided to pay the account off because the interest rate was too high, and they were charging me $1,000.00 a month. Every month the monthly charges were increasing. When I paid the account off for a total of $43,154.08 April 25, 2023 (see page 35) On April 27, 2023 they applied new charges of $273.30 to the account after the account was paid in full (See page 35). I made the $273.30 payment May 6, 2023. These are the charges I disputed by were never removed from my account. Therefore, why are they charging me again for charges they never removed? I enclosed all my statements and as you can see these charges were never taken from my account. The only thing they removed from my account was reverse interest charges on March 14 and March 28 (see page 32).Now they are charging me another $110.06 *************** on an account that was in full (see page 36). This was by far the worst financial decision I have made in the 61 years of living. Thats why I did everything in my power to pay this account in full. This company is attempting to hold me hostage for payments I do not owe. I would like to be reimbursed the $273.30, plus the $110.67, which is a total of $383.97. For this company to release the lien on my home immediately. Sincerely, ********************************, MBA Assistant Director of APWU, ******** ********************************************************************** ************ **************************

• Initial Complaint

  Date:03/01/2023

  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.

  I took out this credit card but I never used it, once I realized that (contrary to their advertising) prepayments are penalized by service charges calculated right into their loans from the outset. Early payments do not in fact save the borrower.AVEN put a lien on my home even though I borrowed no money and repeatedly asked them to close my account.I then applied for a reverse mortgage, but AVEN is completely non responsive to the title companys request to remove their lien. This is holding up my closing and causing potential damage.

  

  Business Response

  Date: 03/10/2023

  Dear *************,
  We are writing to respond to the BBB complaint received on March 3, 2023.

  At Aven, we take all customer complaints seriously and appreciate the opportunity to respond to ************* concerns.

  We were sorry to hear about the inconvenience you experienced with the lien release on your closed account. Please accept our sincerest apologies for any frustration or inconvenience caused by this issue.
  While we did successfully close your account as per your request, we acknowledge that there was a system error that resulted in the lien not being released as intended. We understand the importance of timely and accurate account closures and we recognize that this error has fallen short of your expectations.Please rest assured that we have taken immediate steps to investigate the root cause of this issue and implement necessary measures to prevent similar occurrences in the future. We would like to assure you that this was an isolated incident and not representative of our usual high standards of service.

  We appreciate your feedback. If you have any further concerns or questions, please do not hesitate to contact us. Thank you for bringing this matter to our attention and giving us the opportunity to make things right.
  

  Sincerely,
  Aven Support
  
  

  
  

• Initial Complaint

  Date:12/20/2022

  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.

  We had a Loan with Aven Financial. Closed account # ****************, November 25, 2022. Made an overpayment of $340.07. Requested return of the overpayment of $340.07. The company advised 90 days to do so from December 12, 2022. I find the time to return the overpayment to be accessive.

  

  Business Response

  Date: 01/09/2023

  We are writing in response to a Better Business Bureau (BBB) complaint (ID #********* dated December 31, 2022. Aven takes all customer complaints seriously and we appreciate the opportunity to respond to **********************

  
  ********************* was an Aven account holder. On November 17, 2022 **** received a request for a payoff of the cardholders existing account from a third party lender. This was promptly provided to the requesting party. Pay off funds were received three weeks later and Aven initiated the account closing process. On December 19, 2022, Mr.********** account officially closed. Account closing documents were immediately provided and notification was made  that any overpayment on the account would be refunded in 60 days. 

  
  Aven policy states that any overpayment during payoff will be refunded  in ***** days, as is industry standard. At this time, the cardholders account has only been closed for ********************************************** Aven being unable to process a refund before a certain time frame and we would be happy to discuss this with the customer. We do apologize if Mr.********** experience with Aven has been negative in any way. We appreciate the feedback and can assure it is closely considered for improvement. 

  
  We have  been in contact with Mr.********* to further address his concerns.
  

  
  

• Initial Complaint

  Date:10/16/2022

  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.

  $3500 were charged for a pool purchase.***************** did not provide pool or services.We filed dispute with Aven who filed with **** and merchant. The merchant lied to **** and Aven about services being provided. **** gave us no opportunity to prove that the services were not provided and instead told us to resolve dispute with merchant. Dispute multiple attempts to request a review and assistance, **** left us without any assistance other than to resolve with merchant.The merchant, has a criminal history. Aven should have required a higher stands for proof of services rendered and should allow us the customer an opportunity to review and dispute such proof.Ive never had such issues resolving a fraud dispute such as this before. Aven does not handled disputes very well.$3500 should have been protected by 0 liability fraud protection. I will advise others to avoid Aven, as they offer no protection from malicious merchants such as *************************************************** with **** all have been more helpful it responding to and resolving fraud on my behalf.I can hardly get someone on the phone and have been stressing over this for months now.

  

  Business Response

  Date: 10/19/2022

  We are writing in response to a Better Business Bureau (BBB) complaint (ID #********* dated October 17, 2022. Aven takes all customer complaints seriously and we appreciate the opportunity to respond to ******************
  

  On June 14, 2022 ***************** contacted our Cardholder Support in order to initiate a dispute for charges from two different merchants in relation to a pool project on his property. ***************** alleged that the contractor did not start the project as agreed upon. Per procedure, the Aven team instructed ***************** to attempt to remedy the dispute directly with the merchant, as disputes handled in this matter typically result in a faster resolution. On June 19, 2022 ***************** reached out to our department to inform us that he was unsuccessful in his attempt to resolve the matter directly with the merchant. At that time, **** filed a dispute claim directly with ***** Per procedure, **** issued provisional credits while the dispute was investigated. On July 19, 2022 the dispute was rejected by **** with the reasoning that the cardholder gave consent and authorized the payment by entering his credit card and billing information on a secure website. Per ****, Cardholders authorization of payment serves as acceptance that goods/services were satisfactory. This was provided to the cardholder the same day. The provisional credits were reversed. The cardholder did not respond prior to the pre-arbitration allowable time expiring, thus the case was closed. The next communication with the cardholder was on September 6, 2022 in response to the provisional credits that were reversed in July. He was informed that the original dispute was rejected. Every outreach attempt by ***************** was responded to promptly, restating the reason for the dispute rejection and providing documentation and details. He was informed that due to the dispute being rejected by ****, it was the merchants responsibility to process any refunds as they are the ones in possession of the money involved in the transactions. **** continued to attempt to assist the cardholder in their efforts to receive a refund from the merchant, even agreeing to attend a conference call with the merchant, explaining the dispute process. 
  

  We are still in contact with ***************** regarding this matter and attempting to assist him in finding a resolution. Aven prides itself in following all processes and procedures, as well as providing an excellent customer experience. It appears our agents did follow internal procedures and have been continuously working on this matter, going above and beyond standard procedure to assist ******************
  

  It appears these charges should be handled directly with the contractor involved and means of collection of a refund should be pursued privately with the construction business.