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:06/14/2025

  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.

  Service has done nothing for me. I cancelled 2 months ago and have been charged 100/month twice since then. It always happens on a Friday evening or Saturday morning so that you cannot get ahold of anyone in the office to rectify the situation.

  

  Business Response

  Date: 06/23/2025

  We were able to connect with the client on Monday, 6/16, the very next business day after we were notified of the complaint that was filed on Saturday, 6/14, when we are closed during weekends. We really appreciate ********** taking time out of his day to speak with us and explain in better detail the problems he encountered. We helped the client understand that he has won multiple credit disputes he started through our platform and how to keep that information up to date so he doesnt miss a thing. The loan readiness tools we provide do take some time getting used too but we are always here to guide our clients and coach them through some of the more difficult credit and financial challenges they face. By the end of the conversation the client decided he would like to stay for a little while longer and work closely with his account manager while he remains in our program.

  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 at this time because I have agreed to give the program more time to see results as requested by their manager. I will reply to this platform as to the results after said time. Thank you!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/07/2025

  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 have been trying to cancel with this company for the past 3 weeks they keep you on hold for over thirty minutes . call you from a number you don't recognize and when you leave text they never respond. I no longer want their service and don't want to be charge. I need my one hundred dollars a month. now I have to go to my back to stop and dispute their payments this is crazy. and you can't remover your credit card information on their website . It set up so their customer can't cancel their account, I wont reccomend them to anyone. I want all payments to stop.

  

  Business Response

  Date: 06/16/2025

  After the client requested to cancel on 5/23, we made six attempts to contact the client for her final evaluation and advise her of her final arrears payment to close her account in good standing, all of this happened before she filed her complaint on 6/7. We also made multiple attempts to reach the client at different times of the day after she filed her complaint with the BBB because we were unsure what her daily schedule happened to be. When we researched our call records for the only phone number we have for the client,unless she was calling from a different number not saved in our system, we werent able to find any excessive hold times as her complaint states. We did briefly speak with the client on 6/12, but she refused to stay on the line and speak with our supervisor.
  We would have loved to share the amazing results she had as her account was being shut down. As a courtesy we have waived her final payment,and her account is officially shut down. Even though her account is closed, she is still our client and is always welcome to reach out to us when she is ready for any information she may need about her account.

  Customer Answer

  Date: 06/17/2025

   
  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:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this company to help and boost my credit while trying to apply for a refinance. Shortly after signing up on January 25th, ***** ********, told my wife that what I was trying to do with my credit was a waste of time and money. Shortly after that this company went ghost mode. On February 10th I emailed a managers email asking to have my subscription cancelled. No reply whatsoever, but they gladly continued to deduct $129.00 every month from my checking account. I emailed any address affiliated with this company at least 8 times. Never got a reply. All but 1 email address came back as undeliverable. Numerous phone calls just led to hours long hold times and transfers to people that would just hang up. 5 months now this terrible company has been charging me for their service after I told them I wanted to cancel. This place is extremely fraudulent. And I was also told that by logging in to my account I was acknowledging to be charged more. My wife called this company today (June 3rd) and after being on hold for 45 minutes she was finally able to speak with **** ******* whom told her to shut up multiple times and raised his voice continuously, made fun of her, and was genuinely a terrible person to my wife. And told her she is s*** out of luck on a refund. I have tried multiple times to block this company from deducting from my bank account but whatever they use cannot be halted. This company is very fraudulent and should be stopped from preying on people.

  

  Business Response

  Date: 07/08/2025

  Our relationship manager was able to connect with the client on 6/5/2025, two days after their complaint was filed. During this call, the client took the time to explain in detail the challenges they encountered while using our platform. The manager notified the client that a refund is possible,but that he would need to perform an audit to determine the total refund amount and asked the client for 24 hours to complete the audit. The manager then gave the client his direct phone number and email should the client have any questions during this 24-hour period.
  
  The audit was completed on 6/6 and our records do not align with the clients experience.  Our records show 34 attempts to reach the client over a period of 60 days, all without a response from the client. The clients were never told by any of our **** that what they were trying to do with their credit was a waste of time and money.  The clients wife was not told multiple times to shut up as they claimed in the complaint during the conversation on 6/3. The clients wife was never told shut your mouth as they stated when speaking with a manager on 6/5. We also did not tell the client She is s*** out of luck on a refund. To the contract, on 6/3 the supervisor on duty told them a refund was possible; however, he did not know how much it would be and would need time to audit the account to make sure they get the right amount back.
  
  Our manager called the client with the audit results within the 24 hours as promised on 6/6 but was only able to leave a voicemail. The manager made several more call attempts over the next 10-days, but the client did not return any calls. In effort to help find a resolution with the client,our manager reached out to the BBB on 6/17 and put in a request for mediation.
  
  At this point we have exhausted all efforts to find a resolution but cannot do so until the client is ready to communicate again.  We remain ready and willing to resolve this matter.

• Initial Complaint

  Date:05/09/2025

  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've been trying to cancle my account for few a days. First time i tried i was sent to a manager who swindled me into staying even tho I stated I couldn't afford it right now . Few days go by of trying to contact manager Mark due to he's the only one who can cancle accounts apparently wich is bs. When you call phone calls are not reportedly recorded for any training or recored keeping purposes . So no proof of what's being said legally. I just wanted to cancle the account and not be charged anymore ,but I was just told I had to still pay no other options or answers . He did say he could give a few more discounts wich his boss wouldn't be happy about but he could do it so it wouldn't be as much. Then tried saying they can wait a few months. Yet still said I owed . Recently had bad car trouble and had to purchase new phone wich put me into a deep hole wich is the reason I wanted to cancle . But that wasn't an option giving to me .

  

  Business Response

  Date: 05/29/2025

  Our client relationship manager was able to connect with the client on 5/16/2025 and we really appreciate the time he took explaining in detail the issues he was running into that led to his complaint. The client and our manager were able to find a resolution that was satisfactory to him, and we are happy to see that he has decided to continue in our program and work closely with our manager while he remains at Uqual. To be completely transparent, ALL our calls are recorded for quality and training purposes and all the call recordings between the client and every coach he spoke with were reviewed. We did explain that our billing is in arrears, so when a client is requesting their account to be shut down, they almost always have a final payment due to close their account in good standing. When our clients are utilizing the credit disputing tool we provide for them, there can be a very significant difference in their results between continued disputes vs. sporadic disputes, so when a client runs into a financial rough spot we try hard to find a solution on their billing with Uqual, within reason, and also try to help them find other ways they can save money that they might not have known. The client was pleased to see the results he had within the first 30-days in our program and we can’t wait to see his future success as well.  

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked this so called credit repair company to stop contacting me and they refuse to do so. I continue to get emails and voicemail messages after I have asked them several times to stop. They claim I must call in to close the file in which I am refusing because I feel I have already wasted money on them and I do not want to hear them try to sell me more lies. This company was to supposed to coach me on my credit and never did. They only began to contact me once I stopped paying for services I was not getting. Now I am being harassed to call in so they can so-call close my file. I want the harassment to stop or I will pursue damages. Going through BBB is their final warning.

  

  Business Response

  Date: 05/08/2025

  In January, on the first day the client enrolled in our program she was given coaching on how to start setting up her positive credit and was sent an email at the same time with her first-step instructions. We do track our clients progress with their credit via their credit disputes when each round completes every 30-days and that information is added to their client portal. We were happy to see that she had started following our coaching and how it began to have a positive effect on her credit. During enrollment we do try hard to help the client understand Uqual is a loan readiness program and not credit repair. We do offer a credit disputing tool that, if the client logs into the portal and utilizes it, can help our clients make corrections on their credit reports in a much shorter amount of time than just waiting years for hurtful inaccurate items to eventually age-off their credit reports.

  Unfortunately, after the first 30-days into our program, we did not see Ms. ***** log into her online account at any point during the entire 119 days she was enrolled to utilize any of her loan readiness tools. While we love to see how successful our clients are in our program, the level or participation from them does have a correlation with their success.

  There were attempts made at communication with the client via phone and email before her request to cancel, but we must have been calling at the wrong time and we are unsure if the client checks her email on a regular basis and/or checked her spam as some of our emails can end up there. It is very true that we stepped up our efforts at communication when she stopped paying us and requested to cancel. While calling us to cancel is not a requirement, there is information that we feel is important for the client to know as their disputes complete and how that affects their scores, we want every client to know exactly what their investment paid for. Unfortunately, Ms. ***** chose the non-communication route. As with every completed client, we have an open-door policy and will be waiting for her should she chose to seek information about her account.

• Initial Complaint

  Date:04/26/2025

  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.

  Several months ago I attempted to cancel this subscription which was not yielding any benefits. The representatives were extremely aggressive about me not cancelling and made the process very long. So I relented. Last month I called again and cancelled to find another charge pending this month. I immediately called my bank to report the charge. I went to remove my information from their website. It asked me to sign in, although I was already logged in. Now it says my login information was incorrect, although it auto-populates, I selected forgot username entered the appropriate information they confirmed and provided my username. I tried the forgot password option where I was asked for the same information but only this time I got a message saying there was no account that matched my data when I already confirmed my username with the same information. This is obviously a tactic to keep people from cancelling at all cost.

  

  Business Response

  Date: 04/29/2025

  This complaint came in over the weekend when we were closed, however, we were able to connect with the client on the very next business day, Monday, 4/28. We really appreciate the time *** ******* took to explain in detail the problems he was encountering when attempting to call Uqual and trying to access his account online. We have honored his request to shut his account down and he is aware that his final arrears payment has processed closing his account in good standing and he has no further payments moving forward. 
  From our understanding and what the client confirmed, he was calling us outside of our business hours when we were closed. As far as access to his client portal, our relationship manager was able to get him the information he was needing. Even though his account is shut down, he is always our client, and we invited him back for any information he may need in the future. Our clients who shut down their account do have access to their client portals, but some of the accessibility is limited, however, any of our supervisors are happy to assist all completed clients who seek information when calling during our business hours. The client appreciated our quick follow up and stated he may return when he is able, and we will be waiting her for him when he is ready.

• Initial Complaint

  Date:04/21/2025

  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 reached out to a lender ***** *****, she was recommended by a real estate agent, and that's where it all began. She did a soft pull on my credit and alerted me that I had a fraudulent renters charge against my credit and that if I used this company before buying a house (not sure why that mattered so much) that they had a legal team that would call on my behalf. Ok. I was also told that they would not charge me until work was performed. None of that is true, they charged me the first day, fine, but when I asked when the legal action would take place - they said they do not do anything like that. Wait, what. So I was told I would not pay and that they had a legal team, and then they charged my for 2 months after 30 days, and nothing was deleted. I ended up worse than I began and even more broke. It's apparent that they all work together to work over vulnerable people. Scammers..

  

  Business Response

  Date: 04/30/2025

  Our management team was notified on 4/18 that the client was upset, and we began reaching out the very same day, this was four days before she filed her complaint with the Better Business Bureau. We were unable to connect with the client but did leave a voicemail, unfortunately we do not know if she listened to our message, and she did not respond before she filed her complaint on 4/22.

  For the last 10 days since her complaint was filed, we have been attempting to contact the client at different times of the day in hopes of finding the right time to connect with her. The calls went unanswered, and we left a voicemail each time. We also sent an email and text to the client with the information provided by the client in her complaint, those written attempts also went unanswered.

  The clients enrollment call and subsequent recorded calls were reviewed for quality assurance. At no point during the clients time in our program (32 days) did we portray ourselves as a legal team that would be representing her in any court of law. We were very clear with her that we are a Loan Readiness Program which offers our clients a credit disputing tool they can utilize in effort to make corrections on their credit report. We were also very clear about our billing policy before she willingly gave us her personal information and authorized Uqual to begin billing her for our services. She did initiate her own credit disputes with our guidance and was advised each round of credit disputes, by Federal law, allows the creditors a 30-day response time. From our monitoring of her account, which she authorized when she signed our agreement, we did happen to see that she won some of her disputes which in turn helped improve the health of her credit. However, there are other factors that are beyond our control which can bring down a clients scores, like a clients credit card reporting a higher balance. We would have loved to explain every detail about her account had she given us the chance. She requested a refund in her complaint which we are happy to provide, but we do require to speak directly with her to better understand what the best way would be to proceed with her refund. Even though this complaint has come to a close, we will be here waiting should she decide to open communication with us. 

• Initial Complaint

  Date:04/16/2025

  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.

  Ive been working with Uqual since September of 2024 and at first everything was fine, but after a few months of disputes, I received letters from all three credit bureaus stating that they are no longer accepting my disputes because they come from a third party, and when I contact Uqual they always tell me to disregard those letters because the process is still working but Ive been monitoring my credit and there hasnt been any movement since December 2024. Ive been trying to cancel my account and every time I try they give me the run around. Ive been calling for the past few days during business hours and after being in that queue and listening to that hold music I always get the message that Ive reached them outside of business hours or that they are busy helping other customers. I request a call back and no one calls me back. This is ridiculous. Im just trying to cancel my account. And if you try to cancel even a day after the billing cycle they let you know that you will be billed for the full month. All I want is my account canceled. It us 4-16-2025 and the next billing cycle is in two days, I find it convenient that no one is calling me back right before the next billing cycle, its almost like youre holding out so you can get more money out of me. This situation needs to be rectified immediately!

  

  Business Response

  Date: 04/23/2025

  After multiple attempts to reach the client, our relationship manager was able to connect with her on 4/23. We really appreciate ****** taking the time to share more information about the problems she was encountering while enrolled at Uqual. As explained in more detail with ****** on 4/23, every client signs an agreement with us during enrollment, part of the agreement is an authorization sent to the credit bureaus from the client showing their disputes are authorized and valid, and the credit bureaus have no choice but to respond to our clients disputes. To back up that her disputes are being responded too, we were able to show her that her disputes had made corrections at all three credit bureaus which did improve the health of her credit.
  We do try to explain to our clients that when they win a dispute and corrections happen, they may not see the score improvement they were expecting because there are other factors which can temporarily impact (bring down) their scores, such as long standing accounts shutting down and losing all of that beneficial payment history, opening up new accounts (loans and credit cards) which will divide or bring down their overall open and active credit history. Also, when credit card balances go up, credit scores go down; our clients credit card balances are beyond our control.
  We try very hard to explain our arrears billing policy to every client, which means the payment being made is for the previous month of service, and almost always our clients have a final payment due after they request to cancel. As a courtesy we have waived Alicias final payment, and from our understanding she considers her complaint with us resolved. We invited her to reach out to us for any other information about her closed account if needed and wish her the best. 

• Initial Complaint

  Date:04/14/2025

  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 paid $99 like a week ago and text these people a few times and they keep blowing me off and i just need my refund of $99 so I can get on with my life. I.feel they might try to.drsg this out. For ******** Funding to tell me.to.consult with them in the first place when i was trying to save money for to use toward a veteran home loan but I don't even have to do that because I literally don't need either of these companies because I already got a home loan totalling $269,990. And we move into our brand new 4 bedroom 2 bath home in 16 days therefore i need my $99 to cover pest control of my property. Please let me know when I should be expecting my refund. Thank you. Sincerely yours, ******* ******

  

  Business Response

  Date: 04/14/2025

  Our account supervisor called the client as soon as he was notified of the complaint and was able to connect with her on the same day. We really appreciate the client taking the time to explain the problems she was encountering. Preparing to be loan ready and credit disputing is not a process most people do everyday and while we try to give our clients all the information up front there can be plenty of unanswered questions that will come up later,especially only 11 days into our program. After their conversation, the client had a much better understanding the different ways we can help her become loan ready presently and for future lending prospects. She has decided to remain in our program for a little while longer and we are happy to be there every step of the way. 

• Initial Complaint

  Date:02/07/2025

  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 contact Uqual about a year ago and i explained i just lost my wife to cancer and i have some bills that i cannot pay at this time. I spoke with a couple staff members, and they actually lied to me telling me they have relieved some bank charge offs One was ******** so i was checking behind them and this wasn't true it is still on my credit. I called a staff member and explained that i was looking for removal of some charge offs and if this cannot be accomplished, please let me know.They said this takes 6 months to a year to achieve the charge offs to be removed. I gave them a few more months to make the task happened, there was no progress in the charge offs being removed and then after i wanted to opt out they gave me a supervisor which lowered my rate and stroke me along for 12 months. 2 charge offs came off and some late payment's but they absolutely understood my goals and i was clear in my request. I was engaged with ******* and she was pleasant but i was clear again that the charge offs was my concern she had my files for 3 months and kept telling new letters are going out and she gave me a date to speak with me and i called 3 times and she wouldn't return calls so a man supervisor said we did a good job for you removing late payments. I explained again my main goal was to remove charge offs not late payments. I would like to be clear that they stroked me for a year and did not make good on my requests and they actually lied to keep my payments going. I would have to go through my bank to see how much was actually spent but to my knowledge it was around ******.***** *******

  

  Business Response

  Date: 02/11/2025

  Our relationship manager began reaching out the same day the complaint was filed on 2/7/2025, and we were able to connect with Mr. ******* on 2/11/2025.We appreciate him taking the time to further explain the problems he experienced while previously enrolled in our program. We have come to a resolution that, from what we understand, Mr. ******* finds satisfactory. We are happy to see that he has decided to continue in our program a little while longer and he will be working closely with our relationship manager in effort to find the results he is seeking.