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:04/25/2025

  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.

  I am a customer of ***************. I pay my mortgage to ********. I did not know that Earn Up was paying my mortgage for me and charging me a fine. I never authorized that as that is a service that I do not need. After learning that this was happening, I cancelled the service and I was told that my account was bought back in 2019 without my knowledge. The only reason I found out was I received letters that said my Escro was short. They were taking $10-$15 per month for a service that I didn't know I was receiving. Seeking $600 refund Taken in dictation by SL

  

  Business Response

  Date: 05/05/2025

  Hello ********* *********

  Attached you will find the formal response from EarnUp. 

  Sincerely,
  
  EarnUp Customer Happiness Team
  
  

• Initial Complaint

  Date:10/13/2024

  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.

  My husband signed up with EarnUp more than 20 years ago. Everything seemed fine until now. In September 2024 our payments to the mortgage servicer NewRez were not made on time and did not include the increase due to property tax increase My name is on the mortgage and EarnUp refused to talk to me. Now my excellent credit has dropped 134 points in ONE day. I work for the federal government and under a continuous evaluation security clearance. After decades of never missing a payment, now I look like a delinquent and it poses a risk to my livelihood.I asked EarnUp to sever whatever type of agreement they had set up with my husband because now it will take me a long time to recover from their ************** learned - work with the mortgage company directly to accelerate your payments and if you are on the mortgage with someone else be sure you are aware there are companies that will engage in "equity acceleration" with just one party agreeing to it.

  

  Business Response

  Date: 10/18/2024

  Re: Better Business Bureau Complaint # ********
  
  
  
  
  Dear Mr.  *********,
  Thank you for your communication. EarnUp values your feedback as an opportunity to improve our mission to help every American improve their financial health.
  
  
  EarnUp received your email on September 26, 2024 advising EarnUp via email that your September 1, 2024 payment had not been received by your lender NewRez. EarnUp opened an investigation and promptly responded by email, our only means of communication with you as indicated in your borrower account, on September 27, 2024 asking to speak to you, as the primary account holder, directly by phone but we received no response (by phone or email) until you emailed EarnUp on October 1, 2024 saying that you had made two (2) payments with your lender, NewRez, and wanted to know the status of the September 1, 2024 payment.
  
  
  Later that same day, on October 1, 2024, Mrs. ********* (who is not the primary borrower on your account) called ******************** and spoke with one of our **************** representatives who advised that in order to further EarnUps investigation and update any changes to the borrower account ******************** needed to speak directly with the primary account holder, Mr. **** *********, that only Mr. ********* could approve any changes to the EarnUp borrower account.
  
  
  On October 3, 2024, you called EarnUp **************** and provided your new escrow information. This revised escrow information and your approval of the changes to your borrow account allowed ******************** to process your withdrawal instructions from your account directly to your lender, fulfilling EarnUps obligation of debiting and sending payment instructions for not only your September 1, 2024 payment but also for all of your future mortgage payment to your current lender, New Rez.
  Please do not hesitate to contact us or visit our website if we can be of further assistance.  Reference #: 20022465
  
  
  Sincerely,
  EarnUp Customer Happiness Team
  
  

• Initial Complaint

  Date:05/06/2024

  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.

  This company lied & deceived me into believing that when I making automated bi-monthly payments to them, they were making bi-monthly payments to my mortgage company when would save me thousands in interest. After many years (15 or so) of doing this I've just learned they were in fact making one monthly payment and pocketing my interest for themselves.

  

  Business Response

  Date: 05/17/2024

  Dear *************************

  Happy Friday! Attached you will find the corresponding response to the BBB complaint number 21674777 

  If you have additional questions or comments please do not hesitate to contact us. 

  Regards,

  EarnUp Customer Happiness Team
  
  

   

• Initial Complaint

  Date:02/22/2024

  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 had an account with the ********************** Mortgage Accelerator program. They withdraw funds from my checking account biweekly to pay my mortgage loan. My loan was sold to another institution, and they kept collecting payments and holding on to my funds; I was marked delinquent with my new mortgage provider and asked for $2200 to be refunded immediately to make the payment directly to my mortgage company, which was delinquent. The response was this would take 7-10 business days, and there was nothing they could do. I asked for a supervisor and was told I would receive a call back in *****; it has been over 48 hours with no contact from Earn Up. I am owed money by this company, and no one cares to help resolve the issue.

  

  Business Response

  Date: 03/05/2024

  Dear *************************, 

  YOUR COMPLAINT: I had an account with the ********************** Mortgage Accelerator program. They withdraw funds from my checking account biweekly to pay my mortgage loan. My loan was sold to another institution, and they kept collecting payments and holding on to my funds; I was marked delinquent with my new mortgage provider and asked for $2200 to be refunded immediately to make the payment directly to my mortgage company, which was delinquent. The response was this would take 7-10 business days, and there was nothing they could do. I asked for a supervisor and was told I would receive a call back in *****; it has been over 48 hours with no contact from Earn Up. I am owed money by this company, and no one cares to help resolve the issue.
  
  EARNUPsS RESPONSE: I am writing you today concerning your BBB Complaint and the issue concerning your refund concerning account #********.
  
  On February 20, 2024, our office received your call. You advised us that your loan had been transferred and you requested a refund for the payment we made to the previous lender on February 1, 2024. 
  Prior to your call, EarnUp was not advised by you, the previous bank or the new bank that your loan was transferred. 
  After your call, we  researched  the account and placed a stop payment on the account. There was a withdrawal from your bank account on February 19, 2024 and  we issued a refund which was sent to your account on February 27, 2024. 
  
  We hope this satisfactorily concludes this matter. 
  
  Please do not hesitate to contact us or visit our website if we can be helpful to you in this or any other area.  
  
  Sincerely,
  
  EarnUp Customer Happiness Team
  

  
  

• Initial Complaint

  Date:02/22/2024

  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 have been using the EarnUp service to forward my mortgage payments to my mortgage service company, NewRez. Normally, EarnUp collects payments from me on the 25th of the month and the 6th of the month. They then forward my payments to NewRez. Supposedly EarnUp forwarded my mortgage payment to NewRez on the 13th of February. Payment needed to arrive by the 16th to fall within the grace ******* However, payment has not yet arrived at NewRez and it is now the 22nd of February. I have now received an over $40.00 late fee and my mortgage will be reported to credit agencies by the 29th of February if full payment is not received by then. Earnup states that it will take them 5-7 business days to track my payment. However, by then, it might be too late and I will be reported as paying late to credit agencies. I have never had a late mortgage payment in well over 30 years of paying mortgages between two different houses.I would like EarnUp to immediately track where my payment is and forward me the information so I can update NewRez. If my payment has been lost I would like them to immediately pay NewRez via the fastest method possible so my mortgage payment is not reported as being paid late to the credit bureaus. I also would like them to pay the over $40.00 late fee as it was their responsibility to ensure that my payment arrived on time and they failed to do so.

  

  Business Response

  Date: 02/29/2024

  Dear *****************************

  
  I am writing you today concerning your BBB Complaint and the issue concerning your January and February payments on your NewRez account #**********.

  
  Since 2017, EarnUp has been working with you to make the monthly mortgage payments to NewRez. However, we discovered and you discovered that your February ****************************** your NewRez account as paid.
  ******************** has made the February payment to NewRez in a timely manner as evidenced by our documentation. A payment was sent by EarnUp to NewRez per our automated system on February 13th, 2024 for your February payment.
  From February 22 through February 23, 2024, we have been in constant contact with ****** trying to reconcile the February payment. On February 23rd, ********************** of NewRez Cash Specialist emailed our support team and advised us that they (NewRez) had posted the payments to your account. 

  
  We advised NewRez that since this issue was their fault, no late fees should be assessed and there should reverse any impact statements to your credit history by NewRezs incorrect information, if any occurred.
  Since February 26th, 2024 the Customer Happiness Manager has been attempting to contact you with no luck.
  
  
  Your account is now current. Please do not hesitate to contact us or visit our website if we can be helpful to you in this or any other area.  
  
  Sincerely,
  
  EarnUp Customer Happiness Team
  

  
  

• Initial Complaint

  Date:02/07/2024

  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.

  On January 8th, I contacted Earnup after receiving an email from my mortgage company, ****************, informing me that my payment for January 2024 was delinquent. I received a transaction history showing that the payment was sent on 1/1/2024. However, **************** stated that no payment was received and they would look into the issue. I email a copy of the transaction history from Ernup to ****************. I received a call on 1/22/2024 that the problem was not resolved and it would be on 1/23/2024. On 1/26/2024, I reached out to Earnup and advised them that they needed help locating the payment. I was informed that it would be escalated to a Senior Representative, and they would call me back. However, I did not receive any callback. I reached out again on 1/29/2024 and spoke with *******, who did a conference call with the mortgage company. We talked to ******* at ***************, who also informed us that no payment was received. I called back on 1/30/2024 three times to resolve the issue. I was advised that it was being investigated and should be resolved by 2/5/2024; however, when I logged onto the ******************** website on 2/7/2024 showed that the mortgage was two months past due, but ***** stated that the February payment was sent and cashed. I need both payments credited to my account or returned to me and my delinquent credit removed. Earnup has provided poor customer service. On several occasions, I requested to speak to a supervisor but was informed that no one was available and that someone would call back in two hours. Additionally, on February 7th, 2024, at 11:49 am, after identifying myself, representative ******************* up on me. I called back and spoke with *******, who was very polite and tried to assist me.

  

  Business Response

  Date: 02/20/2024

  Dear ******************,
   
  I am writing you today concerning your BBB Complaint and the issue concerning your January and February payments on your **************** account #**********.
  Since 2016, EarnUp has been working with you to make your monthly mortgage payments to ****************. However, we discovered and you discovered that your January 2024 and February ******************************** your **************** account as paid.
  
  EarnUp has made both payments to **************** in a timely manner as evidenced by our documentation. A payment was sent by EarnUp to **************** per our automated system on December 29, 2023 for your January payment and a second payment was sent to **************** on January 31, 2024 for your February payment.
  
  From February 1 through February 8, 2024, We have been in constant contact with **************** trying to reconcile the January and February payments and on February 8, **************** **** of **************** emailed our support team and advised us that they (****************) had posted the payments to your account. 
  We advised *************** that since this issue was their fault, no late fees should be assessed and There should reverse any impact statements to your credit history by Mr. ******* incorrect information, if any occurred.
  
  On February 9, you received a call from EarnUps General Counsel advising you of the resolution of this issue as stated above.
  
  As we discussed during our follow-up call on February 14th, 2024, your account is now up to date. Please do not hesitate to contact us or visit our website if we can be helpful to you in this or any other area.  
  
  Sincerely,
  EarnUp Customer Happiness Team
  
  

• Initial Complaint

  Date:10/13/2023

  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.

   
  Complaint: 20731734
  
  I am rejecting this response because:

  So actually they took 3 payments out of October of 2019 and was only supposed to take 2. I was wondering why they said they had money in an account? But they are still saying we didn't pay October?

  Thank you for your help

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

  

  Business Response

  Date: 10/24/2023

  Dear ***** and *********************,
  
  EarnUp is writing in response to your Complaint #******** submitted to the Better Business Bureau (BBB).
  
  Thank you for your communication. We value your feedback as we seek to continuously
  improve our mission to help every American improve their financial health.
  
  On September 19, 2019, your account was migrated from ************* to PayMap/EarnUp and at the time your account balance was $466.97. 
  
  Pursuant to your PayMap/EarnUp enrollment request to debit your bank account on a twice monthly (1st and 15th) basis, on October 1, 2019 EarnUp withdrew $466.97 from your bank account.  After the withdrawal occurred, we received a notice from our third party account verification partner that there was an issue with the migration of the account that required us to suspend your account. Due to the suspension, on October 7, 2019, $933.94 was refunded to your account. According to our records, you were advised that you would be responsible for making the October 1, 2019 with the above mentioned refund that was issued on October 7, 2019. 
  
  On or about October 19, 2019, the suspension of the account was lifted and a one-time withdrawal occurred for the  November, 2019 payment (of $933.94) to be made. 
  
  There is a question as to whether or not the October, 2019 payment was actually made to your bank. Therefore, your account is currently being investigated .  We look forward to discussing this issue with you in the next few days in order to resolve this issue amicably. *********************, EarnUp Customer Happiness Supervisor  will be in touch with you shortly.
  
  Please do not hesitate to contact us or visit our website if we can be helpful to you in this or any other area.  
  Sincerely,
  
  EarnUp Customer Happiness Team
  
  

• Initial Complaint

  Date:05/05/2023

  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.

   
  Complaint: 20022465
  
  I am rejecting this response because:

  The original complaint was not addressed. The issue is that when you withdrew 3 payments in March you are waiting until JUNE to send it to my mortgage company as an extra payment. Thats the problem. Why are you holding on to my funds for months before releasing it? 

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

  

  Business Response

  Date: 05/15/2023

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

  EarnUp is writing in response to your Complaint #******** submitted to the Better Business Bureau.

  Thank you for your communication. We value your feedback as we seek to continuously improve our mission to help every ******** improve their financial health.
  In order to effectively send payments to your lender, Earnups Policy is to wait a period of three (3) to five (5) business days after the funds are withdrawn from your account before remitting funds to your lender. EarnUp sends to the lender all the funds that have been cleared by our bank, this could take 3 to 5 business days after the withdrawal date. This means, debits completed at the end of the month will be cleared the following month. 
  Below you will see the timeline of the debits and payment transactions completed from your account and when the extra funds will be applied to your payment:

  On March 3, ****************************** the amount of $1,063.17;
  On March 17, ****************************** the amount of of $1,063.17;
  On April 3, 2023 there was a payment to your lender in the amount of of $2,116.40;
  On March 31, ****************************** the amount of $1,063.17;
  On April 14, ****************************** the amount of $1,063.17;
  On May 3, 2023 there was a payment to your lender in the amount of of $2,116.40;
  On April 28, ****************************** the amount of $1,063.17;
  On May 12, ****************************** the amount of $1,063.17; 
  On May 26, ****************************************** the amount of $1,063.17; 
  On June 5, 2023 there is a scheduled payment to your lender in the amount of $3,174.60 with the additional principal payment.

  In summary EarnUp has sent all withdrawals from your account directly to your lender, fulfilling its obligation of debiting and sending the payments to the lender. 
  Please do not hesitate to contact ** or visit our website if we can be of further assistance.  Reference #: ********
  
  
  Sincerely,
  
  EarnUp Team
  

  
  

  

  Business Response

  Date: 05/16/2023

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

  EarnUp is writing in response to your Complaint #******** submitted to the Better Business Bureau.

  Thank you for your communication. We value your feedback as we seek to continuously improve our mission to help every ******** improve their financial health.
  
  You have enrolled in EarnUps debit and payment process whereby EarnUp debits  your account on a twice monthly basis and then uses this funds to makes your payment the following month.
  
  Specifically, your third debit in March (debited on March 31, 2023in the amount of $********) together with your April 14, 2023 debit was used to make your May payment.
  
  We have to use the last March debit and the first April debit to ensure that the transaction clears your bank before the payment is due to the lender. If we used the April 14 debit and the April 28 debit to make the May 3 payment, there is not enough time between April 28 and May 3 for the debit to clear so that payment can be made. We require at least 5 days for debit clearance  (there is only 3 days between the April 28 debit and the May 3 payment).
  
  Below is the timeline of the debits and payment transactions completed from your account from March- June so you can view the debit and payment process on your account. 
  
  ? A debit was made on March 3, 2023 in the amount of $******** and
  ? A debit was made on March 17, 2023 in the amount of of $********and 
  ? A payment to your lender in the amount of $2,116.40 was made on April 3, 2023.
  ? A debit was made on March 31, 2023 in the amount of $******** and
  ? A debit was made on April 14, 2023  in the amount of $******** and
  ? A payment to your lender in the amount of $2,116.40 was made on May 3, 2023.
  ? A debit was made on April 28, 2023 in the amount of $******** and
  ? A debit was made on May 12, 2023 in the amount of $******** and
  ? On May 26, 2023, a debit is scheduled in the amount of $********;
  ? On June 5, 2023,  a payment to your lender in the amount of $3,174.60 (which includes the additional principal only payment of ******** from the June 5, 2023 debit) is scheduled to be made on your behalf.
  
  We hope this payment summary provides you the information necessary to understand EarnUps debit and payment process.
  
  Please do not hesitate to contact ** or visit our website if we can be of further assistance.
  Reference #: ********
  Sincerely,
  EarnUp Team
  My best