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:07/08/2025

  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 have received the credit monitoring service from myfico since 2011. My initial monthly payment was $9.99 for years and they recently increased the price to $14.99. My payments were on auto pay with my debit card. My debit card number changed and the payment was declined. The payment method needed to be updated. Since the payment wasn't updated in time, myfico canceled my service on 2/8/2025. I called them the same day and was told it couldn't be reinstated at the $14.99 price. My complaint is the email is misleading, by stating If you change your mind, you can update your payment method and resubscribe anytime. There was no disclaimers or small print on the email noting that the price of service may change. I would like a resolution of reinstating my service at the price of $14.99.

  

  Business Response

  Date: 07/23/2025

  We are grateful for the opportunity to engage with Ms. **** and address her concerns with her myFICO subscription.
  
  FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process.
  
  
  We hope that during our conversation with Ms. ***** we addressed her concerns regarding this matter. 
  
  **** *******
  Sr. Director - Customer Relationship Management  

• Initial Complaint

  Date:06/18/2025

  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.

  My Percentage of rated accounts always paid as agreed calculation is incorrect. I have 8 accounts total, 4 is reporting having a late payment. I have 4 accounts that are reporting never late. 43% Percentage of rated accounts always paid as agreed is incorrect.

  

  Business Response

  Date: 06/20/2025

  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. Instead, 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.
  **** *******
  

  Customer Answer

  Date: 06/20/2025

  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,
  
  Sherry 

• Initial Complaint

  Date:06/15/2025

  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.

  This *** was untruthful from day 1. They tricked me into believing their *** would report my credit accurately when I ran a report. I signed up, ran the report, saved it to my desktop & began reviewing it today. I found an error made by their system for which they repeatedly blamed the ****************** for. They use these unnecessary symbols to ID your acct type which only a handful are accurate. Everything else they label as auto loans w/a car. Makes no sense. They kept claiming the bureaus were reporting it that way until I pointed out that the bureaus reflected the type of acct accurately as other, it was them who were doing it wrong. This is the 2nd so called report monitoring service that has made errors on my credit via their systems & refused to correct it. I canceled the last 1 for this reason. I canceled theirs today because they refused to correct it by telling me I had to go to **************** to pull it up to see if it was reporting that way. It isn't, I just got a report from a mortgage lender on 5/31/25 which also isn't reporting like that & none of the bureau reports rec'd from annual show any such thing. 1 person said I had a dispute filed on the **** which wasn't true. I requested a mgr who was no more helpful than the employee. Their system is listing a paid acct from 2020 as an inquiry w/Equifax because of symbols they use. They refused to correct it. I'm filing complaints w/***, CFPB & disputing the charge w/my bank to report them as a fraudulent *** attempting to scam me out of $$. The mgr refused to refund it & did not immediately cancel the acct as I requested. I was not nice to her & wasted 1/2 an hr explaining the same thing to 2 inexperienced people who know nothing about credit or how to read their own system. Both said the same thing repeatedly reading from scripts. They have no idea how to help or resolve problems. I left a very negative detailed review on ****** today about this *** warning others not to use them. I will sue too.

  

  Business Response

  Date: 06/23/2025

   

  We would like to extend our heartfelt thanks for the chance to connect with Ms. ****** and discuss her concerns about her myFICO account.

  At FICO, we prioritize our relationships with consumers and are committed to addressing their concerns with utmost sincerity. We welcome the opportunity to shed light on our business practices and reinforce our dedication to guiding our customers throughout their credit scoring journey. Your trust is important to us, and we are here to ensure a positive experience every step of the way.
  

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

  Customer Answer

  Date: 06/23/2025

  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. **** listened intently to my concerns and vowed to present them to the team. He and I worked out a way for me to keep my account. I will have to redo everything because he canceled the prior account to allow me to be able to do so. I'd rather go with the less expensive service so as not to have to deal with their team again. I wasn't happy with the service I received from them so the less contact I have with them the better.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/14/2025

  Type:Product 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 subscribed to a $39.95 monthly credit monitoring plan with myFICO on 11/16/2024. Three days later, I was locked out of my account and unable to access the services I paid for. On 11/20/2024, I contacted myFICO customer service. The representative, *******, was unable to resolve the issue and referred me to email support. I contacted email support the same day and spoke with another representative, ***, who gave the same troubleshooting steps, but they also failed to restore my access.Despite multiple attempts to resolve this through customer support, I was never able to log into my account. I eventually requested a chargeback from my bank on 11/21/2024 due to the lack of service, and my bank ruled in my favor on 01/14/2025. As a result, myFICO has now blocked me from using their services unless I reverse the refund even though I never received access to what I paid for.This feels like retaliation for asserting my right to a refund for services not rendered. It is unacceptable for a company to fail to provide the service, deny support, and then punish the customer for seeking relief.

  

  Business Response

  Date: 06/20/2025

  We truly appreciate the opportunity to assist Ms. ******** with her concerns about accessing her myFICO account.

  Im pleased to confirm that she can successfully log into her account and submit a request to delete it if she wishes.
  

  At FICO, our commitment to customer satisfaction is unwavering. We take pride in adhering to all relevant regulations and continuously seek ways to improve our customers'experiences based on valuable feedback.
  

  I hope this clarification helps. If Ms. ******** has any further questions or concerns, I encourage her to contact me directly.

  
  Warm regards,
  **** *******

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I sincerely want to thank Ms. ******* for her exceptional assistance and support throughout this process. Her prompt response, clear guidance, and genuine care made a stressful situation much easier for me to navigate. Im truly grateful for the help she provided in resolving my account access issue and for giving me a clear path forward.
  

  Its been very reassuring to experience such dedication to customer service, and I deeply appreciate the time and attention she gave to my concerns. If I need any further assistance, I know I can reach out to her directly.
  
  Sincerely,
  
  ****** ********

• 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