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:07/02/2025

  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.

  They wont stop sending me stuff in the mail. I try every way possible to get my name off the list and they have made it nothing but difficult. Keep in mind I never opted in and I never once looked into refinancing my loans before this. They keep asking for my social security number because it will make it easier to take me off the list. Im sorry just stop sending it to me. I shouldnt have to give my most confidential government information to be taken off a mailing list.

  

  Business Response

  Date: 07/10/2025

  Hello *******,

  Thank you for reaching out and sharing your concerns.

  
  After thoroughly reviewing our records, we were unable to find any previous communications associated with your email address, phone number, or full name. We also want to assure you that we never request a Social Security Number (SSN) to process marketing opt-out requests.

  
  That said, it may help to know that we work with Experian to identify individuals who may be eligible for a Private Student Loan Refinance through prescreened offers. To fully opt out of these types of prescreened communications, both from us and other lenders, you can call Experian at ************** or visit *******************. Please note, you may be asked to provide your Social Security number so they may locate your credit profile in the database.

  
  Based on the information youve provided in this complaint, weve taken steps to ensure you will not receive any future emails or text messages from us. However, it appears that you did not include your full physical mailing address, which means we are unable to prevent any mailers that may come directly from Earnest. If you'd like to provide that information, wed be happy to update our records accordingly. You can reach our Client Happiness team at ************ - Monday through Friday, 6 am - 5 pm PT.
  We appreciate your feedback and take privacy concerns seriously. Please dont hesitate to reach out if you have any further questions. 

  
  All the best,

  
  Earnest

• Initial Complaint

  Date:04/19/2025

  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.

   
  Complaint: 23225493
  
  I am rejecting this response because:
  
  Earnests response fails to address the core issue. I provided a detailed spreadsheet comparing 40 months of statements, transaction history, and the amortization schedule they provided. In every month, the interest charged on my statement, online history, and payment schedule differssometimes by several dollarsand always in their favor.
  
  Their explanation about different calculation methods (average daily balance vs. simple interest) does not justify these consistent discrepancies, especially when some months align perfectly and others do not. They also failed to explain larger anomalies, like the $7.28 overcharge in April 2023.
  
  This is not a one-off rounding issue. It is a recurring pattern of unexplained interest charges that do not match their own documentation. Their refusal to engage with the data or provide a month-by-month breakdown is unacceptable.
  
  I am requesting a full audit and refund of any excess interest charges.
  
  Sincerely,
  
  ****** ******efund/credit/adjustment for any overcharges.I have made multiple good-faith attempts to resolve this directly.

  

  Business Response

  Date: 04/22/2025

  Hello ******,

  If you are comparing interest accrual on your billing statements v. interest accrual via your amortization schedule, the amounts are not going to be an exact match, which is why you may be seeing discrepancies.

  Accrued interest on your billing statement uses your statement cycle (your cycle day is the 10th, which means your payment is due the 5th each month and your loan cycles the next day (i.e. the 11th) based on the average daily balance. Since your payment is received on the 5th of each month, your billing statement technically accrues interest at one rate until your payment is received, then it applies your payment to your outstanding balance and accrues interest (at a lower balance) for the remaining days within the cycle (6 days). This is why the billing statement uses the average daily balance.

  Accrued interest on your amortization schedule is based on the outstanding principal balance multiplied by your daily rate and multiplied by the number of days between payments. Please note, the daily rate is based on the number of days in the calendar year.

  Both the amortization schedule and statements that have been provided in prior responses contain accurate information based on the methodology of how each is calculated.
  

  All the best,
  Earnest
  

  
  

  

  Business Response

  Date: 04/30/2025

  Hello ******,

  Thank you for providing your line-by-line review of your last 40 statements. It was helpful to see where you believe the discrepancies are occurring, and it allows us to help better address your inquiry.
  

  In reviewing what you provided, its important to note that the accrued interest amounts are based on different time periods, not what was specifically charged for each monthly period.
  For example, the interest according to the Statement for April 2025 for $584.83 is not the amount that we charge for that month, but rather it is based on the interest that accrued between the day after the last statement to the current statement cycle date (3/11/25-4/10/25).  This was calculated on 4/10/25 using an average daily balance of $172,446.38 @ 3.99% for 31 days. Breaking the average balance down further, it would be 25 days @ 3.99% on a principal balance of $172,657.35 (balance prior to 4/5/25 payment) and 6 days @ 3.99% on a principal balance of $171,567.34 (balance after the 4/5/25 payment).
  

  The transaction history and amortization table would show $585.55 as the amount of accrued interest that was paid by the April 2025 payment for the period of 3/6/25-04/05/25 and an unpaid principal balance of $172,657.35 @ 3.99%.
  

  All the best,
  Earnest

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23225493
  
  I am rejecting this response because:

  It does not resolve the issue. I have been asking for months for a clear explanation of why the accrued interest listed on my monthly statements sometimes matches my amortization schedule and online transaction history and sometimes does not, even when no changes to payment amount, timing, or rate occurred. This recent explanation again avoids that question.
  Referring vaguely to different time periods and average daily balance does not explain why some months align exactly and others show discrepancies, despite consistent payment behavior. This selective and inconsistent application suggests either miscalculation or misapplication of payments, especially regarding overpayments.
  This experience has been deeply frustrating, confusing, and time-consuming. I continue to believe that Earnest is not providing transparent or consistent accounting, and I do not feel this response resolves my original complaint.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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: 23189907
  
  I am rejecting this response because: My initial communication with Earnest where I explained the loans in detail prior to applying because the loans I received from Upstart, Mariner, and One Main were not your typical student loans which provided the federal requirements. Additionally, I reached out to my bank **** regarding their requirements and their student loans are also not the typical ones either with the federal requirements. Additionally, the companies I provided for the refinance were listed under Earnests previous refinanced loan servicers so why was my student loan rejected but you have previously refinanced other customers with the same type of loans through the company's such as Upstart. The funds were used for education purposes, unfortunately, at the time, I wasn't approved for a Federal Student Loan. I provided the documents, explanation, my credit was pulled, I spoke in detail to many of your representatives who assured me there wouldn't be any issues. I am not expecting to receive the typical federal student loans requirements, only to lower my interest rates for the loans I obtained to fund my education. I will gather as much documents as I can to show the funds were provided for my education but it is illegal in ********** to rescind a fully executed contract after taking each step with your company to ensure I could refinance these loans. 

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

  ional information for verification purposes. If any information is requested, after uploading the documents to your Earnest profile, the underwriters typically respond within 2-5 business days with a decision." On March 20, 2025, I received an email from Earnest that my application was approved and my steps are... "The latest billing statements from your existing loan servicers, the 10-day payoff amounts for your loans, and your bank account and routing number. As an interesting side note, Earnest list of servicers included several of the loan companies I was trying to refinance. On April 8, written confirmation stating..."Hi ****, congratulations! Your student loan refinancing has been finalized. I want Earnest to honor the loan agreement that was finalized, signed, and refinance my student loans as agreed.

  

  Business Response

  Date: 04/18/2025

  Hello ****,

  Thank you for taking the time to provide these details of your experience. 
  

  Were actively reviewing your feedback with our team.
  

  As soon as we have new information to share, our team will send you an email from **********************************************************.
  

  We look forward to speaking with you soon.
  

  All the best,
  Earnest

  
  

  

  Business Response

  Date: 04/23/2025

  Hello ****,

  Thank you for taking the time to provide these details of your experience. Weve reviewed your payoff details and communication history to better understand the situation. 

  Earnests student loan refinance program requires that the loan(s) you are looking to refinance must qualify as a qualified education loan and that the debt associated with the loan(s) must have been incurred to pay for a Title IV-accredited school. These requirements are imposed to ensure Earnests refinance loans themselves qualify as qualified education loans and continue to carry the protections and benefits associated with student loans. Student loan products are unique in several ways, such as:

  - 1098e Eligibility: allows student loan borrowers to deduct a portion of the interest they paid on their student loan from their federal tax return
  - Bankruptcy Limitations: if you file for bankruptcy, you may still be required to pay back your student loan

  Personal loans are different from student loans in various ways. They are typically disbursed directly to consumers, and the funds can be used for a variety of personal and debt consolidation purposes, making it difficult to confirm the loan was used solely to pay for qualified higher education expenses. For these reasons, it is Earnests policy to only refinance loans that were originated by confirmed student loan lenders.

  Although it is our policy to only refinance loans originated by confirmed student loan lenders, we understand the frustration you have experienced and would consider making a one-time limited exception to our policy to address your situation. If you could provide additional documentation that would allow us to validate the personal loans you are looking to refinance with Earnest, and meet the definition of a qualified education loan, we would grant this exception and process the loan you had applied for.
  

  Please upload the following information to your Earnest dashboard with the steps in this article: How Can I Provide Earnest With My Documents?

  - Proof that 100% of the funds from the personal loans you are looking to refinance were used to pay for higher education expenses at a Title IV-accredited school
    - This could be providing a payment to your school in the amount similar to what you took the personal loan out for within 4 weeks of the personal loan open date
  - Copies of the personal loan credit agreements for each personal loan you would like to include in your refinance
    - This would be the agreement you signed in order to obtain each of the three personal loans you are looking to refinance
  - Any separate disclosures associated with each personal loan, such as a Truth-in-Lending disclosure, if provided as part of the total loan agreement documentation package
    - This would include any information that disclosed potential or actual interest rates or annual percentage rates, the total cost of the loan and the payment schedule
  

  If you have any questions regarding the additional details required, please dont hesitate to reach out.

  All the best,

  Earnest

  

  Business Response

  Date: 04/28/2025

  Hello ****,

  Thank you for your response. We reviewed your conversation prior to our notification that we were unable to move forward with your refinance, but we were unable to find a record of you disclosing the types of loans or the lenders to our team. If you believe you disclosed the loan types and/or the lenders to our team, please provide us with the time and date and the person you spoke with (if available) so we may further investigate.
  

  As mentioned previously, we are looking into a one-time limited exception to our policy to address your situation. If you could provide additional documentation that would allow us to validate the personal loans you are looking to refinance with Earnest, and meet the definition of a qualified education loan, we would grant this exception and process the loan you had applied for.
  
  Please upload the following information to your Earnest dashboard with the steps in this article: How Can I Provide Earnest With My Documents?

  - Proof that 100% of the funds from the personal loans you are looking to refinance were used to pay for higher education expenses at a Title IV-accredited school
    - This could be providing a payment to your school in the amount similar to what you took the personal loan out for within 4 weeks of the personal loan open date
  - Copies of the personal loan credit agreements for each personal loan you would like to include in your refinance
    - This would be the agreement you signed in order to obtain each of the three personal loans you are looking to refinance
  - Any separate disclosures associated with each personal loan, such as a Truth-in-Lending disclosure, if provided as part of the total loan agreement documentation package
    - This would include any information that disclosed potential or actual interest rates or annual percentage rates, the total cost of the loan and the payment schedule
  
  If you have any questions regarding the additional details required, please dont hesitate to reach out.

  All the best,
  Earnest
  

• Initial Complaint

  Date:03/24/2025

  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.

  Earnest stole 15$ by charging me without consent on earnest payment, forgive them ********************

  

  Business Response

  Date: 03/25/2025

  Hello *****,
  

  We are unable to locate an account with the information you provided. However, you mentioned an email containing the company name Earnnest, which deals with real estate transactions. 

  Our company, Earnest, offers Student Loan Refinancing for existing loans and Private Student Loans for upcoming education.

  If you believe you have a private student loan or a private student loan refinance with us, please reply with the following:
  

  - Full name on the account
  - Account email address
  - Account number
  

  Otherwise, here is the contact information for Earnnest: ************************************************
  

  Please let us know if you have any further questions.
  

  All the best,
  Earnest
  

  
  

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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.

  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,
  
  *** ****effectively blocks customers from disputing unauthorized charges if they are locked out of their ******************** kept my credit card on file and auto-renewed my subscription without providing a way for me to cancel or request a refund. Even after I rightfully disputed the charge due to my inability to access my account, PlayStation rebilled the amount instead of resolving the issue.I am requesting:A full refund of $84.99 for the unauthorized PlayStation Network subscription.A policy change allowing customers to contact support without requiring a login, so they can dispute charges and access their accounts when locked ************************ intervention to hold PlayStation accountable for its restrictive and unfair subscription policies.PlayStations practices prevent legitimate customers from resolving issues and result in unfair charges.

  

  Business Response

  Date: 02/03/2025

  Hello ***,
  

  Thank you for reaching out. Weve received your complaint regarding the PlayStation Network, but it seems it was mistakenly submitted to our company, Earnest, which specializes in private student loans.
  

  To ensure your concern is addressed by the right team, we recommend resubmitting your complaint directly to PlayStation Network or their customer service. You can find more information on how to contact them on their website or through their support channels.
  

  If theres anything else we can assist you with, please don't hesitate to let us know.
  

  All the best,
  Earnest

  
  

• Initial Complaint

  Date:01/31/2025

  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.

  I am not accountable for the debt associated with EARNEST. There is no contract between me and EARNEST, and they have not provided the original agreement as requested.

  

  Business Response

  Date: 02/04/2025

  Hello *******,

  Thank you for taking the time to reach out to us regarding your Earnest Student Loan Refinance.
  

  Firstly, our records indicate that an application was submitted on April 22, 2021, and this application was approved the following day. During the signing of the loan agreement on April 23, 2021, you listed two loans for consolidation; one from ********************** ****************** and another from ****************** for a total of $126,921.48. We provided a Final Disclosure on April 23, 2021 that gave you until April 28, 2021, to cancel the loan. Furthermore, we have a history of your first nine (9) payments being made on time via Auto Pay in the amount of $769.91 each.
  

  In compliance with various laws and regulations, all lenders are required to report true and accurate loan information to the credit bureaus at any stage of the loan process (i.e., submitting an application through paying a loan in full).
  

  Weve reviewed the loan agreement that you electronically signed on April 23, 2021. Two sections clearly outline that we may report and/or share the loan details with the credit bureaus. Ive included these sections below, along with copies of your signed loan agreement and final disclosure.
  

  L. Credit Reporting and Information Sharing
  1. You may report information about my account to credit bureaus. Late payments, missed payments or other defaults on my account may be reflected in my credit report. You may also report information about my account to education loan clearinghouses and similar organizations that may assist with managing repayment of my debt. I also agree that you may report my name, the fact that I have taken a loan from Earnest Operations LLC and information about my payment history on my account, including if I default, to investors in any investment fund established by Earnest Operations LLC or to any other persons or investors who own a participation interest in my loan.
  2. I understand that the reporting of information about my account to credit reporting agencies may adversely affect my credit rating and my ability to get other credit.
  

  N. Certifications and Authorizations of Borrower
  2. I authorize you or your agents to: (1) gather and share from time to time credit-related, employment and other information about me (including any information from the Loan Agreement or about this Loan or my payment history) from and with consumer reporting agencies, my School, education loan clearinghouses, and others in accordance with applicable law;
  

  Looking over your account, we see that your cycle date falls on the 27th of each month, which is when we will report any changes to the loan (e.g., balance, status, etc.) to the credit bureaus.
  

  Weve also reviewed your contact history and we were only able to find one conversation that you had with our Client Happiness team on October 18th, 2022. This conversation was regarding login issues. After our team provided you with troubleshooting steps, you confirmed you were able to log into your Earnest dashboard. However, if you believe youve reached our Client Happiness team on a separate occasion asking for your loan documents, please provide the date(s) and the email or phone number you used so we may review this further. Please note that we do not provide account details to any email address that is not listed on an account.
  

  As you may already know, your account was charged off on June 6, 2023, due to the length of time since your last payment was received (September 22, 2022). When a loan charges off, you are still responsible for repayment, and our team will still try to collect payment. To speak with our dedicated payment group at ******* about your options, please call ************ Monday through Thursday, 8 am to 9 pm E.T, and Fridays from 8 am to 7 pm E.T.
  

  All the best,
  Earnest
  

  
  

• Initial Complaint

  Date:11/12/2024

  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.

  BAIT AND SWITCH!!! I have been a loyal customer of ********************** for five years for a $88,000 consolidated college loan payment with a rate of 4.96%. I have been receiving mass emailings to refinance at a low rate of 3.95%. I applied on line for the new rate and jumped through numerous hoops to refinance the remaining $46,000. For an amount less than a car loan I was requested to supply two years tax returns, corporate and personal with all schedules. I had a "hard hit" on my credit report. I have a FICO score of 829 and don't appreciate the credit score hit. After calling and asking customer service if a 829 FICO score would qualify for 3.95% I was assured that rate is available. I spent numerous hours compiling the CONFIDENTIAL information requested and was offered a NEW rate of 5.46% APR!!! This meant an additional $17,392 interest for Earnest! BAIT AND SWITCH!!!

  

  Business Response

  Date: 11/21/2024

  Hello ***,
  

  We're sorry to hear you're disappointed in your loan offer. Your application was quite strong, which is why we were able to accept it. Our decision was made according to our underwriting guidelines. There isn't a way to give the specific reasons for your rates without revealing proprietary information. As a result, we're unable to share individualized feedback about why your loan didn't qualify for our best rates. Generally, the clients who receive our lowest rates excel across each of our eligibility criteria.
  
  In addition, we strive to remain transparent in our advertised promotions by providing potential clients with the information they need to make an informed decision. Above the advertised rate, we explicitly disclose that 3.95% is our starting rate, and further note this rate includes the .25% Auto Pay discount. Within the terms and conditions section, in addition to the full range of rates we offered at the time of the advertisements, we provided disclaimers on how:
  
  - The actual rate will vary based on a review of your financial profile
  - Our lowest rates are only available for our most credit qualified borrowers
  
  We apologize for any confusion or inconvenience the promotion may have caused and appreciate your feedback. All feedback we receive will be used to shape our product to improve the experience.
  
  Your offer is valid through December 12, 2024, and will expire thereafter. If you wish to decline it before then, please let us know, and we will void it. Please know that this action can not be undone.
  
  I hope this information is helpful. Please dont hesitate to reply to this email if you have additional feedback to share with us, or if you have any questions about your loan. We're happy to assist in any way that we can.
  

  All the best,
  ***** *****
  Compliance Specialist

  
  

• Initial Complaint

  Date:11/11/2024

  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.

   
  Complaint: 22539631
  
  I am rejecting this response because:
  

  You responded that Earnest has sent an ACH payment to *********. You also said that you emailed them. I just called *********. They said they willl not respond to your contact because you are not their customer. They said they are not a bank and do not accept ACH payments. This is not a normal practice. They said a normal practice would be the mailing a check for them to cash and apply to my account. 

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

  

  Business Response

  Date: 11/19/2024

  Hello *******,
  

  Thank you for providing these details of your situation. 
  

  Ive investigated your complaint and found that the payoff was sent to Firstmark on October 25, 2024. I am still working with our engineering team to better understand why the email was sent to you a day early. I have provided feedback to our team about the confirmation email being sent early to avoid confusion in the future. Please be advised that no interest accrued on your Earnest Refinance loan prior to October 25th.
  

  Regarding your payoff, we sent a large ACH transfer to Firstmark on October 25th and provided them with a manifest of the accounts to which the funds needed to be allocated. Among the list were 10 loans, including yours. Since the payoff was sent, we have received inquiries from four customers in the same manifest, including you, who have not seen any payment towards their Firstmark loans. We promptly opened an investigation as a result.
  

  I want to assure you that our team is continuing our investigation regarding the delay. We have reached out to ********* to better understand any progress made with processing the payoff. As soon as we receive a response from *********, I will email you an update with the subject line Earnest | Follow-up to your request.
  

  In the meantime, I have attached the payoff manifest that we sent to Firstmark on October 25th accompanied by our payment. Once our investigation is complete and weve confirmed the root cause of this issue, we will take the appropriate action to ensure that you are not paying interest on both loans for the duration of this issue.
  

  Should you have any additional questions, please do not hesitate to reach out to me directly by replying to the email I sent you on November 17, 2024.
  

  All the best,
  ***** *****
  Compliance Specialist

  
  

  

  Business Response

  Date: 11/25/2024

  Hello *******,
  

  Thank you for following up with us.
  

  While incidents like this are exceptionally rare, I can assure you that our internal payment team has followed our normal process for contacting Firstmarks internal payment team. We regularly send them ACH transfers and have been doing so for years. We have received no notice that they are discontinuing this process, but if they have, it is our hope that they notify us in their response.
  

  As I mentioned in my previous response, I will follow up with you as soon as our team receives additional information from *********. I appreciate your patience and understanding regarding this matter.
  

  All the best,
  ***** *****
  Compliance Specialist

  
  

• Initial Complaint

  Date:09/18/2024

  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.

   
  Complaint: 22304808
  
  I am rejecting this response because:  1) It does nothing to address either a) the amount of time it took (3 weeks) for them to acknowledge their mistake, and b) the intentional misconduct they engaged in by sending me past due notices to punish me for alerting them to their fraud.  Their response to their misconduct is tantamount to "we're sorry," but imagine what they would do to someone who didn't pay back their loan.  A borrower saying "I'm sorry" would hardly qualify as an acceptable response.  Small claims court in ********* (called "General Sessions" here) has jurisdiction for matters up to $25,000, and the Loan Agreement does not require a notice for a "Claim" in General Sessions.  Earnest should do what is right and compensate me for my time and their misconduct.  

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

  

  Business Response

  Date: 09/20/2024

  Hello *****,
  

  Thank you for bringing your concerns to our attention. 
  

  As previously mentioned, your Earnest loan was not overcharged. When we created your Final Disclosure, which included an estimate of your payment schedule, there was an error that shortened this schedule by one term that should have been included; however, the estimated total cost communicated in the Final Disclosure was correct. The payment schedule issue was corrected by a Change In Terms included in your first billing statement. The Change In Terms correctly reflected that you owed 60 payments of $427.66 (while enrolled in Auto Pay). As a good will gesture for any inconvenience you were caused, we refunded your final payment. As a result, you made only 59 payments of $427.66. 
  

  We recognize and apologize for any past-due notices you may have received while we were working to close out your remaining balance after the refund. This was an oversight on our part, and we are sorry for the inconvenience.
  

  Your account has been marked as paid in full as of September 20, 2024. We will send you a final repaid statement on your next billing date. Your loan details, transaction history, and documents will remain accessible in your Earnest account.
  
  Please let us know if you have any additional questions.
  

  All the best,
  ***** *****
  Compliance Specialist

  

  Business Response

  Date: 09/25/2024

  Hello *****,

  Thank you for your reply.
  

  As mentioned previously, a full investigation has determined there was no mistake in your payment amount. Weve informed you many times that the Change In Terms (listed only your first billing statement) outlined your official payment schedule of 60 payments in the amount of $427.66 each. 
  

  We cannot honor your request for any additional compensation. The recent refund of your final payment was a good-faith gesture that we were not required to provide. As a result, you made only 59 payments of $427.66. We consider this matter closed, and your account has been marked as paid in full.
  

  All the best,
  ***** *****
  Compliance Specialist

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22304808
  
  I am rejecting this response because:

  The business provided a fraudulent final disclosure.  They have acknowledged that it was - at the very least - incorrect in its calculations.  When I pointed out their error, they ignored me and it took me 6 hours on the phone, for them to finally admit their error.  To punish me for pointing out their error, they then sent me past-due notices even though the account had been paid off in full.  I then had to spend many more hours on the phone to get them to change that.  

  Their conduct was malicious.  It was fraudulent.  It was unlawful.

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