Complaints

This profile includes complaints for myFICO's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  myFICO

  200 Smith Ranch Rd San Rafael, CA 94903-5551

  
• 

  myFICO

  301 Marquette Ave Ste 3200 Minneapolis, MN 55401

• 

  myFICO

  181 Metro Dr #600 San Jose, CA 95110-1317

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:06/01/2025

  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.

  These accounts should be included in my list of closed accounts. These accounts are missing from my list of closed accounts. **************** ***************** **************** ***************** Syncbpaypalextrasmc XXXXXXXXXXXX

  

  Business Response

  Date: 06/11/2025

  We sincerely appreciate the opportunity to assist Ms. ******* with her concerns regarding her credit report and to ensure that the information remains accurate. Following our recent conversation with Ms. ******** we are pleased to inform you that we have discussed the processes involved in updating the information on her credit report.
  
  FICO is a leading provider of analytics and decision management technology. Among other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk. However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus, who collect, assemble, verify, and control that information. A FICO Score, provided by a credit bureau, is generated by applying a FICO algorithm licensed from FICO and operating on the credit information collected by that *************. At no point in this process does FICO exercise any ownership or control over any underlying credit information.
  
  In closing, I would like to provide a link to our website- ***************** which can help with general questions regarding how scores are calculated and other important items to consider reviewing. ***********************************************.
  
  FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process. We hope this answers any questions you have regarding this matter.
  
  **** *******
  
  Sr. Director - Customer Relationship Management  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23403403
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/26/2025

  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.

  In March 2025, I subscribed to my FICO to get 3 credit ***orts and see my scores monthly. I paid the monthly charge, but when I tried to pull my 3 ***orts, they wouldnt allow me, so I called and asked why I couldnt I pull all 3 credit ***orts. Their response was you already got a free one for this year so you only get 2. I told the *** that wasnt what the website said. The website said I would get 3 credit ***orts and thats what I expected when I signed up. However, they would only allow me access to 2. I said I didnt want the subscription anymore, asked them to cancel it. They said that I would have access since Id already paid * all the way up until April. On April 16, they charge me $31.75 again. Again, I called and told them it was supposed to be canceled and the lady said she couldntgive me a refund but that she would cancel it and I would have access up until May. Again, on May 19, they charged me. When I called, the first thing they told me was that they had no record of my conversation with the previous *** * strange! Then, they told me they couldnt give me a refund. I think I deserve a refund for both April and May, technically all 3 months since they advertised Id get 3 ***orts but only got 2. I told *******, the *** in May, I would be ***orting them to the ***** and he threatened Id never get another myFICO account if I ***orted them. That evening, May 21st, they called me back and told me they would give me $28 refund. Im still not happy because want all of my money, at least April and May. I think this is poor and suspicious business practice. And to cancel you but tell you you still have access until the next billing cycle, then charge you if accessed, is suspect too. And the fact they cant give refunds because ***orts are released everyday should NOT affect someone who has canceled. AND who the heck did I give my info to if they have no record of my call in April?! I called the same number. Sounds like privacy was compromised.

  

  Business Response

  Date: 06/04/2025

  We appreciate the opportunity to assist Ms. **** with her concerns regarding her myFICO account, and the recent charge related to her subscription renewal, which occurred prior to her online cancellation. 

  Following our discussion with Ms. ****, we are pleased to inform you that we issued a partial refund for the recent renewal. 
  

  Regarding the customer inquiry about viewing their credit report, we can confirm that Ms. **** emailed our customer support on March 15, 2025, at 8:27 PM, requesting a copy of their credit report associated with the recent subscription purchase. Our team responded promptly with instructions on how to view and print their three-bureau credit report, and we can confirm that Ms. **** accessed the report shortly thereafter. 
  

  Additionally, we would like to confirm that Ms. **** completed her online cancellation on May 20, 2025, which was five days after the renewal of her monthly subscription. We also affirm that no further requests to cancel the subscription were received. 
  

  At FICO, customer satisfaction remains our highest priority, and we are committed to complying with all relevant regulations. Your feedback is invaluable as it helps us improve our services and enhance our customers' experiences. 
  

  We hope this explanation provides clarity. If Ms. **** has any further questions or concerns, we encourage her to reach out directly for assistance.
  
  Regards,
  **** *******
  

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted to cancel the membership for a while. I saw that they charged me anyway. I filed a dispute with the bank and now they locked my account due to the dispute. I asked to unblock and they stated they couldnt until they get the money, I offered to give use my card just so they could unblock the account if I decided to use them in the future. They told me I need the bank to reverse. The bank stated that per agreement with dispute cant reverse chargeback. I let MyFICO know what they said and what I could do but it seems they dont want to help and blocked permanently due their end of not canceling my membership

  

  Business Response

  Date: 05/16/2025

  We genuinely value the opportunity to assist Ms. ****** in resolving her concerns about the lock on her myFICO account and the recent charge resulting in the subscription renewal, which took place prior to her online cancellation. 

  After our conversation, we are pleased to have resolved her issues and outlined the steps needed to prevent future lockouts of her account. 
  

  At FICO, customer satisfaction is our top priority, and we are dedicated to adhering to all relevant regulations. We value your feedback as it helps us enhance our customers' experiences, and we are committed to continuous improvement.

  We hope this explanation provides clarity. Should Ms. ****** have any further questions or concerns, I strongly encourage her to reach out to me directly.
  

   

  Best regards, 

  **** Gengler  
  Senior Director Customer Relationship Management
  
  

  
  

  Customer Answer

  Date: 05/16/2025

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

• Initial Complaint

  Date:04/28/2025

  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.

  had a premium service from MYFICO for their 3-bureau report and identity theft package for $39.99. To pay for this service, I was authorized user on a credit card that my father had given me. However, after a month, the payment was charged back to MYFICO after my father reported it as unauthorized. Consequently, I was unable to use my account.I called ********************** to inquire about how to unlock my account. They informed me that I needed to contact the bank that had charged back the payment and request a reversal. I attempted to do this, but the company refused to speak to me and stated that they could only communicate with the primary user of the card.Unfortunately, my father passed away, and I am unable to obtain any additional information from the account. I provided this information to the MYFICO representatives, along with documentation of my previous communication with the bank. Despite this, they reiterated their initial stance, stating that they could not unlock the account unless ********************** reversed the payment.I asked the representatives if they could provide me with more information about the card used for the subscription. However, they refused to do so. I am unsure if the card number used for the subscription is the same as the one I called the bank, but it is the only card I have from my father. At this point, I am at a loss because neither MYFICO nor the bank is providing me with any information.

  

  Business Response

  Date: 05/09/2025

  After conducting a detailed review of Mr. ******** account, we discovered numerous chargebacks that necessitated the locking of the account. This action is designed to prevent any further purchases that could result in additional disputes and ensure the integrity of our services.

  We understand the importance of open communication and have made numerous attempts to contact ********* to discuss his account status. In addition, we have sent detailed information via email and phone, including our contact information, to encourage a productive dialogue about his situation.
  

  We also want to express our heartfelt condolences for the loss of his father. Please know that our thoughts and deepest sympathies are with you during this incredibly difficult time.
  

  At FICO, we are committed to fostering strong relationships with our consumers and taking their concerns seriously. We appreciate the chance to clarify our business practices and emphasize our commitment to assisting our customers on their credit scoring journey.
  Your trust is paramount to us, and we are here to help navigate any challenges that may arise.
  

   Best regards,
  
  **** *******
   Senior Director Customer Relationship Management

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding my experience with myFICO. I canceled my myFICO subscription, yet continued to be charged after the cancellation. I contacted customer service to explain the situation and request a refund. Despite providing documentation showing my cancellation date and continued charges, I was told by both a representative and a manager that a refund was "not possible," even though the error was clearly on their ****** a result, I disputed the charge with my bank, submitting all necessary proof, and my bank agreed with my claim and issued a refund.Following this, I attempted to log into my myFICO account to delete my personal information and clear my account data, only to find my account had been locked. I called customer service again and was told that the reason my account was locked was because I rightfully disputed the charge with my bank. I was informed that the only way to unlock my account and access my personal information would be to contact my bank and ask them to reverse the dispute even though it was already resolved in my favor. After that, I would also be required to complete additional forms to prove the reversal.This policy is extremely concerning. As a consumer, I have every right to dispute an inaccurate charge especially when supported by evidence and should not be punished for doing so. Holding my account hostage and refusing to allow me to access or delete my sensitive information unless I withdraw a legitimate dispute is an unethical and dangerous business practice.I am requesting myFICO immediately delete all of my personal information from their system and permanently close my account without requiring me to undo a valid bank dispute. I believe this company's handling of customer data and disputes is irresponsible and unacceptable, and I strongly discourage others from using their services based on this experience.

  

  Business Response

  Date: 05/09/2025

  After careful review of the circumstances, we have verified that the customer initiated an online cancellation on April 2, 2025, at 3:41 PM. Its important to note that the FICO Premier subscription was already set to automatically cancel at the end of the billing cycle on April 17, 2025. As a result, no charges were incurred after the cancellation, which explains why a refund was not issued.
  

  Additionally, we have made numerous attempts to reach out to the customer to communicate that their account has been successfully unlocked and to share the steps for requesting account deletion.  
  

  At FICO, we deeply value our relationships with consumers and take their concerns seriously. We appreciate the opportunity to clarify our business practices and our commitment to supporting our customers through their credit scoring journey.
  
  Best regards, 

  
  **** Gengler 
  Senior Director Customer Relationship Management.

• Initial Complaint

  Date:04/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Fico has several collections and and 30 inaccurate late payments on my credit report that I demand to be removed IMMEDIATELY utilizing U.S. 15 USC 1666b,15 USC 1637(b), 15 USC 1681s-2, 15 USC 1681i, 12 CFR *******C, 12 CFR ******C, 15 USC 1681e(b), 15 USC 1681s-2(A), 1099-C, 15 USC 1681i, and 15 USC 1681s-2.

  

  Business Response

  Date: 04/18/2025

  I am writing in response to the complaint filed by Mr. ****** with the Better Business Bureau (BBB). His complaint highlights concern regarding inaccuracies in collections and late payments that are reflected in his credit report.

  FICO is a leading provider of analytics and decision management technology.  Among other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk.  However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information.  Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus, who collect, assemble, verify, and control that information.  A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau.  At no point in this process does FICO exercise any ownership or control over any underlying credit information.

  Furthermore, we have reached out to Mr. ****** and provided information on how to file a dispute regarding the inaccuracies in collections and late payments . 

  FICO values its relationships with consumers and appreciates the opportunity to clarify our business practices and our role in the credit scoring process.

  
  Best Regards,
  **** *******
  Sr. Director Customer Relationship Management

• Initial Complaint

  Date:04/03/2025

  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.

  My Fico score is reporting incorrectly. My Transuion was a 726 went up 21 points and is currently at the time of reporting is 747. My Equifax went up from 715 to 738. My Experioan is currently a 699 and went up 7 points. I haven't been late with any payments in almost over 6 months. I'm paying a subscription to My Fico 8 scores. My Equifax is a 697, and ********** went down 10 points and is currently reporting 713, my Experian went down 10 points is reporting 693. I don't understand if any site that uses credit monitoring shows my around the 726, 747 area. This modern day redlining because loan officers and lenders look at these scores to approve loans and my scores are low for no reason and can't be explained to me when I follow up with a supervisor. I would like my scores and accounts to be investigated and also reflect the Experian, Equifax and Transunion. There's no reason My Fico scores should be reporting 10 points down when I have not missed a payment and all my scores are going up.

  

  Business Response

  Date: 04/11/2025

  I write in response to the BBB complaint filed by Mr. *********** Their complaint expresses concerns over inconsistent and inaccurate FICO Scores compared to Vantage Score TransUnion and Equifax. 
  

  FICO is a leading provider of analytics and decision management technology.  Among other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk.  However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect,assemble, verify, or report that information.  Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus,who collect, assemble, verify, and control that information.  A FICOScore provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau.  At no point in this process does FICO exercise any ownership or control over any underlying credit information.
  

  The FICO scores and Vantage scores are both credit scores that are calculated based on their credit report. However, they are calculated differently and can sometimes differ by more than 100 points. Lenders choose different scoring models depending on whether they are using FICO or Vantage scores. Notably, 90% of top lenders rely on FICO scores when making credit-related decisions.  
  

  Furthermore, in his latest email received from Mr. **** on April ******, he attached a copy of his Experian FICO Score along with his TransUnion and Equifax Vantage Scores. We can confirm that the Experian FICO Score aligns with myFICO as of April 11, 2025. 
  

  While FICO cannot speculate on any changes to its credit information between various dates or prior to enrolling in monitoring services, it can definitively state that any discrepancies were not caused by the FICO Score algorithm. If Mr. **** has any concerns or questions regarding the credit information reported by a credit bureau, I recommend that he directs those inquiries to the appropriate credit bureau.
  

  FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process.  
  

   

  Best Regards,

  **** *******
  Sr. Director Customer Relationship Management
  

   

• 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.

  On 3/2/25 I signed up for FICO premier.I was specifically looking forward to utilizing this product for assistance in credit repair. I needed an insight into the accounts and the specific details listed in my report. Who better to turn to than myFICO? They have a reputation for being one of the major companies in the credit industry. They are the score by which all lenders judge consumers. I thought for sure they would give me the exact details I was looking for in my report. I was wrong. I need the information in the report to be in the MM/DD/YYYY format so that I can dispute inaccuracies if any. The missing date in the MM/YYYY format makes this data worthless. This format was not listed on their website so I was only able to discover my issue after purchase and content delivery. myFICO clams they do not offer refunds and I feel that this is extremely unfair seeing as how I am pointing to an actual defect in the product. They say it is because they also provide scores and that it is proprietary and that I need to pay for that disclosure. I am in the beginning stages of credit repair and the scores were of no interest to me. Had the date formats been in MM/DD/YYYY format for ALL data, I would have happily continued to be a customer throughout my journey. My issue is that I cannot afford to let $39.95 go towards such a waste while on my credit repair journey. I am just one small consumer facing a multi-billion dollar company. I have disputed this transaction with my credit card company but I fully anticipate losing that.

  

  Business Response

  Date: 04/03/2025

  We are grateful for the opportunity to address Mr. ******* concerns regarding the display and details of his credit report.

  After our conversation with Mr. ****** we are confident that we have addressed his concerns to his satisfaction. At FICO, we are dedicated to prioritizing customer satisfaction and ensuring compliance with all relevant regulations. We greatly value customer feedback, as it drives our effort to enhance our customers' experiences continuously.

  We hope this provides clarity on the matter. Should ******** have any additional questions or concerns, I warmly invite him to contact me directly.
  
  Best regards, 
  **** Gengler 
  Sr. Director -Customer Relationship Management  

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly contacted equifax by mail, online, and by phone. Mail refused to accept my id and ss card, online said they fixed account but it is still unavailable, on phone sfter 30 minutes i was so frustrated with them i couldnt continue.

  

  Business Response

  Date: 03/17/2025

  We sincerely appreciate the opportunity to address Ms. ***** concerns regarding the issue with accessing her credit report through Equifax. 

  After speaking with Ms. ****** we fully addressed her concerns and discussed the necessary steps to correct the issue with Equifax.

  At FICO, we prioritize customer satisfaction and are committed to complying with all relevant regulations. We actively seek feedback to continuously improve our customers' experiences, and we will continue to do so.
  

  We hope this clarifies the matter. If Ms. ***** has any further questions or concerns, I encourage her to reach out to me directly.
  

  Regards,
  **** *******
  Sr. Director - Customer Relationship Management  
  
  

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  My ********** credit score on CreditKarma and Creditwise dropped by 30 points. I have no late payments or and reduced my credit untilization to 8%. I tried to access my score on myfico via their free report and got an error message saying my request couldnt be processed and a payment page appeared to pay for a report. Wheres the free report?

  

  Business Response

  Date: 02/26/2025

  Thank you for allowing us the opportunity to address Mr. ******* inquiry about our FICO Free Plan.
  
  We understand how important this information is, and we've made multiple attempts to connect with Mr. ***** without success. We're excited to confirm that we offer a FICO Free Plan that includes a valuable monthly credit report from *******. However, we've encountered a challenge: when we requested *************** from Equifax, we received a "No Hit" error, which means Equifax is currently unable to release the report to myFICO.
  
  There are various factors that could be causing this issue, and we believe its essential to discuss them privately to ensure we find a resolution. We would greatly appreciate the chance to help Mr. ***** through this process.
  
  Additionally, we've reached out to Mr. ***** via email to arrange a callback, where we can outline the specific actions, we can take to complete his order smoothly.
  
  We genuinely hope this information clarifies the situation, and we are eager to assist further. If Mr. ***** has additional questions or concerns,please encourage him to contact us directlyour team is here to help!
  
  Warm regards,
  
  **** Gengler 
  Senior Director - Customer Relationship Management
  

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22950507
  
  I am rejecting this response because the response is inadequate. I would like in writing why my credit information cannot be accessed so I may pursue legal action. I assume this is the reason myFICO wants to talk to me and not respond appropriately. I will now submit a another complaint about the third party that has been cited.

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