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Average of 64 Customer Reviews
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Review fromJodie R
Date: 04/25/2025
1 starJodie R
Date: 04/25/2025
getting charged service fee now for paper statements though I have never received a paper statement. Sounds like fraud to me!
EarnUp
Date: 05/05/2025
Customers Statement of the Problem:Getting charged a service fee now for paper statements, though I have never received a paper statement. Sounds like fraud to me!EarnUps Response:Dear ***** *****,EarnUp is writing in response to your review #******** 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 ********* regard to your complaint, you state that you are getting charged a service fee now for paper statements, though [you] have never received a paper statement. There appears to be a misunderstanding, as this is not how EarnUps pricing ********* enrolled in the former Equity Accelerator Program / Paymap (now EarnUp) back in 2016. At that time, a service ach fee per debit transaction was collected along with your loan payment ********* March 2021, EarnUp sent a mailed letter advising of the fee change starting in April 2021. EarnUp revised its fee structure to a monthly fee vs a fee per ************** January 2025, EarnUp sent a mailed letter about a revised pricing structure, where the monthly fee would increase by $2.50, unless the customer had or created an online ******************** account. This change was not about paper statements, but about encouraging the use of EarnUps improved online web product, **************************, which permits users to make changes and answer questions directly. MyEarnUp allows you to manage all of your debt from one platform. You can add multiple loans (mortgage, auto, student, personal, and credit cards) for no additional charge.Please do not hesitate to contact us via phone at ************** if you still have questions or concerns about the information explained above. You can also visit our website if we can be of further assistance. Sincerely,EarnUp Customer Happiness TeamReview fromDavid J
Date: 12/17/2024
5 stars****** has been on autopilot for some time. My loan is paid off and I wasnt sure what happened next. I contacted them, they asked a few questions, didnt hassle about cancelling and were congratulatory on loan payout!!Review fromEddie D
Date: 12/17/2024
5 starsI'm glad I used EarnUp's service. I paid off my 15 year fixed in 10 years. Highly recommended.Review fromPatrick H
Date: 10/30/2024
5 starsI contacted customer service and **** was able to answer all of my questions, take the necessary steps I needed in an efficient manner and was very pleasant.I used EarnUp and I am now mortgage free.Review fromRobert G
Date: 10/18/2024
5 starsEarnUp has been a godsend , With great customer service. I’ve never had to worry about my payments being late always on time. Everything went so smoothly. They were great behind the scenes . And very easy to find when you need help with any concerns . I look forward to you having them take care of my financial issues in the future and plan on recommending them to all my family and friends For me all these years, EarnUp == God sent. Thanks againReview fromBetsy S
Date: 07/03/2024
5 starsI was with earn up and previously equity accelerator for many years and have never had a problem. Excellent timely service of my loan. Many thanks to **** who assisted me on my last call - efficient, friendly, professional.Review fromWILLIE H
Date: 06/06/2024
5 starsI have been with EarnUp for over 15 years, and they have performed superbly. All payments were on time every month. When I needed to make changes in my program, they were easy to contact and were willing to make sure all issues were resolved. I could not have asked for a better service with my experience with EarnUp. Thanks for a job very well done!Review fromMatthew S
Date: 05/14/2024
5 starsGreat service never an issue, friendly knowledgeable costumer representatives. Never a problem with a payment being made late!Review fromPaulette C
Date: 05/03/2024
5 starsI have had Earn up since they purchased Equity Accelerator (many years ago). The transition was smooth if not better. I had payments taken out every 2 weeks and increased my amount on the principal so I could work on paying off my mortgage sooner. I have never ever had to call to question them on anything as they are on time with each and every payment. If there is an escrow increase or decrease they know. In addition, when I have called them for a question I was not sure of they were right there on the phone and helped me every step of the way. They are very knowledgeable in the service they provide and go above and beyond. I highly recommend Earn Up to anyone interested in hassle free loan payments and piece of mind.Review fromSue S
Date: 05/02/2024
1 starSue S
Date: 05/02/2024
Really bad experience with Earn Up. I have been a customer for decades and the first time I needed their assistance they failed miserably. They tried to process my payment close to 10 days before the scheduled due date they displayed on my account. My bank account was put on "restriction" because of an ongoing fraud investigation. As soon as the bank released the restriction I updated the banking information on my account on the website. Since they had tried to process my payment so early the payment was declined and my Earn Up account suspended. When I called to ask them to reprocess the payment (still earlier then it was supposed to post) they told me I had to arrange a 3 person call with the bank before they would release my account. Very poor customer service. Nothing else changed except my bank acct information. All I asked them to do was reprocess the payment and everything would be fine. They refused. The payment would still have been made on time by their quoted due date. I'm thinking twice about my long relationship with Earn Up.EarnUp
Date: 05/09/2024
Dear *************************,EarnUp is writing in response to your review #****** 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 April 29th, 2024, EarnUp attempted to withdraw funds from your bank account ending in 6002 in the amount of $570.00 but was unsuccessful due to a notification from your bank that the bank account was frozen. This action triggered your EarnUp account to be temporarily suspended. On May 2nd, 2024, you called EarnUp to request we change the bank account on file. During this call, you explained that the existing account on file had been previously frozen by your bank on April 29, 2024. Additionally, we provided you instructions to update your bank account on file with EarnUp. In a subsequent call from you, the bank account was updated and bi-weekly debits resumed. The event mentioned in this complaint did not impact the May 1st, 2024 payment to your mortgage lender and was successfully paid on time by EarnUp. Please do not hesitate to contact us or visit our website if we can be of further assistance. Sincerely, EarnUp Customer Happiness Team
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