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:05/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received an email this morning from somebody who I have no idea who they are. They logged into their wallet hub, and all of myinformation is in there. They contacted me and sent me screenshots that they have all of my personal information. My email my name my Social Security number my credit everything Wallet hub has been non-responsive. I am not uploading documentation that I have unless somebody contacts me as that is all of my personal information.

• Initial Complaint

  Date:01/20/2025

  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.

  Wallethub has been contacted previously to locate the source of my email address being used on their platform. The previous conversation resulted in an associate stating that they have no ability to remove my address or locate an account where my email address was used, potentially as a source of identity theft. My email address populated on a credit monitoring service again on 1/19/2025. I'm requesting Wallethub to disable an account with the use of my email account and to take responsibility of removal of such account associated with my email address requested by the sole owner of the email address listed on this BBB complaint. Failure to do so, continues to allow a breach of information and negligence by ********** after a formal complaint has been filed.

  Business Response

  Date: 01/21/2025

  Hi *******,
  
  WalletHub takes your concerns about the unauthorized use of your email address seriously. To investigate this further, please contact the WalletHub Help team at ******************* providing your email address and any relevant details.

  
  Once the message is received, WalletHub will investigate and take appropriate action, including disabling any unauthorized accounts if confirmed.

  
  Thank you for your patience. WalletHub is committed to resolving this promptly.

  
  Best regards,

• Initial Complaint

  Date:01/17/2025

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22823173
  
  I am rejecting this response because:
  
  My complaint was not resolved. I was in contact with ********* and they confirmed the existence of the fraudulent account with my information. They claimed that they deleted it and blacklisted my SSN, but this is false. I keep getting soft pulls from WalletHub on my credit reports. I informed WalletHub of this, and they never responded. 
  

  
  

  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/17/2025

  Hi *******,
  

  WalletHub takes identity theft and fraud seriously and strives to assist users in resolving such matters promptly.
  
  During registration, any given users information is automatically verified against their ********** credit report. WalletHub cannot check the information filled in by anyone while registering so whoever created an account in your name had to know all the details from your ********** credit report plus other sensitive information about you in order to be able to set up an account with us. Because of that, WalletHub is not able to identify possible duplicate accounts. As long as a user is able to pass all security questions asked during registration by **********, the WalletHub system will always see this user as a legitimate person. Whoever that person might be, he/she will pose as you in our system. The name linked to that account will be yours, the address yours, and so on.

  
  Although WalletHub cannot independently detect duplicate or fraudulent accounts, the team is committed to helping resolve this issue. Once you contact WalletHub, steps will be provided to investigate, locate the account in question, delete it, and blacklist your SSN in the system. This ensures no one will be able to create another account using your information in the future.

  
  While WalletHub does not currently offer phone support, you can contact the Help team via email at ******************* through social media, or by using the feedback forms at the bottom of the website.

  
  Please dont hesitate to reach out so that WalletHub can take immediate action to assist you in addressing this matter.

  
  Best regards,

  Business Response

  Date: 02/05/2025

  Hi *******,
  
  The WalletHub Help team received your email on January 24th and responded on the same day. Please check your spam folder, as the response may have been redirected there.
  
  Upon reviewing your account, the team confirmed the existence of a fraudulent account created using your information. The necessary steps were taken to delete it, and your SSN was blacklisted to prevent any further unauthorized registration attempts, as confirmed by email on January 21st.
  
  Regarding the new soft inquiries youve noticed on your credit report, these are generated as part of your WalletHub accounts daily updates, regardless of whether you log in. Since your account remains active, these updates may continue to appear as soft pulls.
  
  Please rest assured that your SSN is blacklisted, and no one will be able to register with WalletHub using your personal information again.
  
  Best regards,

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sometime in September of 2024, my identity was stolen. The criminals signed up with wallet hub using my information to monitor my credit. I'm assuming so they could see when I caught on and froze all of my accounts. I noticed a daily soft inquiry of wallet hub on my transunion credit report when I realized what was going on. I immediately attempted to contact the company via phone number which led to a dead end. The only somewhat viable way of contacting the company was via email of which I have yet to hear a reply after multiple attempts. I want the account deleted and this company to conduct stronger vetting in easily offering credit monitoring services. ********** was no help in offering me a solution to this problem. Even after I froze my credit, they are still receiving daily inquiries on my credit.

  Business Response

  Date: 12/24/2024

  Hi ******,

  WalletHub takes identity theft concerns seriously, and we understand how distressing this situation must be for you.

  
  First, we would like to clarify that WalletHub does not currently offer phone support. However, we did receive one email from you on November 22, 2024, and a reply was sent the same day with instructions to follow so that the Help team could investigate your concerns. If you did not see our response, we recommend checking your spam or junk mail folder, as the reply may have been filtered there.

  
  Regarding your concern about the creation of an account in your name, WalletHub employs automated verification processes in partnership with **********. During registration, any given users information is automatically verified against their ********** credit report. Unfortunately, we cannot manually review or vet the information provided during registration.
  For someone to register an account under your identity, they would have needed access to sensitive information from your ********** credit report as well as other personal details about you. As long as they could answer the required security questions during registration correctly, our systemand TransUnionwould treat them as a legitimate user. This makes it extremely challenging to identify fraudulent accounts without intervention from the affected individual, such as yourself.

  
  We understand your concern about daily inquiries. These soft inquiries occur as part of routine account monitoring for registered users and do not impact your credit score. However, once the fraudulent account is deleted, these inquiries will cease.

  
  We apologize for any inconvenience this has caused and remain committed to resolving this issue promptly.

  
  Best regards,

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22669959
  
  I am rejecting this response because: I need to SPEAK to someone. I am not giving more of my information (email, etc) to your company. You already have my name, credit card number, and who knows what else. Email is far more unsecure than a phone call, seeing as how you have already violated my personal information, speaking to me is the least you can do
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/12/2024

  Hi *******,

  WalletHub is sorry to hear about the unexpected charge and fully understands the frustration, especially during the holiday season. The team takes these matters very seriously and is committed to resolving this issue for you.

  
  The Help team has already responded to your messages on ******** and Messenger, providing instructions to contact them via email at ****************** for further assistance. For security reasons, they handle all inquiries via email to ensure your information is protected and to provide the most efficient support. To assist with the investigation, the Help team will request certain personal details to help identify the source of the charge and address it effectively.

  WalletHub does not offer phone support and never has, but its Help team is highly responsive via email and ensures that all inquiries are addressed promptly. They look forward to resolving this issue for you as quickly as possible.

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The fraudulent account was deleted and my ssn has been blacklisted. 
  
  Regards,
  
  ****** *********
  
  

  Business Response

  Date: 11/06/2024

  Hi ******,

  
  WalletHub is committed to addressing all inquiries regarding account security and fraud. The Help Team received 2 emails from you and responded to both; please check your spam folder if the replies are not in your inbox.

  
  Currently, WalletHub requires identity verification to locate and delete an account, as account removal involves accessing sensitive information. ********* does not offer phone support, so here are the necessary steps for verification:

  
  1. Go to ************************************ and complete the account registration.
  2. After registration, navigate to ******************************************** and locate the Unique ID at the bottom of the page.
  3. Reply by email at ******************************* with the Unique ID, along with a request if you would like WalletHub to blacklist your SSN to prevent future accounts from being created using your information.

  
  WalletHub will then delete the fraudulent account and confirm completion within 5 business days. WalletHub sincerely regrets the inconvenience and ensures all actions are made with security as a priority.

  Best regards,
  

• Initial Complaint

  Date:10/29/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22486755
  
  I am rejecting this response because:

   

  The Email I received from *************** instructed me to register for an account.

  I have already registered so that I could investigate this service.
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/01/2024

  Hi ******!

  
  You can contact WalletHub directly without creating an account through several options, including by email at ******************* the Feedback form on the Feedback page, or via WalletHubs social media platforms.

  
  Following your initial email, the Help team provided instructions to begin an investigation, which will assist in identifying and removing any unauthorized accounts associated with your Social Security number from the WalletHub system. Once you complete those steps, the tech team will proceed with removing any unauthorized accounts on file.

  
  Please feel free to reach out to the Help team if you need further assistance.

  
  Best regards,

  Business Response

  Date: 11/14/2024

  Hi ******,

  
  As the WalletHub Help team previously confirmed by email, the tech team's investigation has concluded. An additional account linked to your SSN was found and has been deleted. Your SSN has also been blacklisted, so no one will be able to create a WalletHub account using your information in the future.

  
  Best,

  Customer Answer

  Date: 11/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:09/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Thank youthe actions of ********* warrant scrutiny. Thank you for your attention to this matter. I look forward to your prompt response. Sincerely,

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent multiple emails to WalletHubs customer service email as my email address has been linked to an account. However, I have received no response. I want all information associated with my identity removed from their account.

  Business Response

  Date: 07/08/2024

  Hi ********,

  The WalletHub Help team replied to all your emails. It looks like you didn't receive their responses. A good idea would be to check your spam folder, as their responses might have ended up there.

  Regarding the emails you have been receiving from WalletHub, one of our users made a typo when entering their email address, so you received them from us instead. Were very sorry for this mix-up, and have removed your email address from our system.
   
  You are more than welcome to join WalletHub in the future, if you ever need a free credit score, credit report or 24/7 credit monitoring. If so, you can create an account at: ************************************
  
  Again, we're sorry for your trouble.

  Best regards,
  

• Initial Complaint

  Date:06/20/2024

  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.

  The BBB has had other similar complaints about WalletHub. Has the BBB found it true that the other people affected by having a fraudulent account opened there, had to open an account with WalletHub to get their illegal accounts deleted? I would like to know, so I can understand what I must really do to have the fraudulent account deleted. I appreciate that the person at WalletHub I've dealt with has been nice and compassionate. No complaint there. But they say I must open an account there in order to get the fake fraudulent one in my name deleted.  I did ask WalletHub to run my email address and phone number through their system, but they found no match. That confirms what an identity theft expert told me. These criminals set up the account using my name, but not my phone number or email address, because they want my information sent to them - not me. In viewing my credit report again, I now see a 3rd inquiry on it from *********, dated 6/19/24. Thats in addition to the prior ones on 6/11/24 and 6/17/24. That confirms that there is indeed an illegal WalletHub account set up in my name, and still allowing criminal viewing of my credit report through their company, even though its frozen and has a fraud alert. That criminals can be allowed to continue to commit fraud, and get my credit report daily, even after Ive disputed this illegal account, through a legitimate and highly rated company like WalletHub, is seriously wrong.That cannot be good for the reputation of their company. I appreciate the help from WalletHub. But its not solving the problem or stopping the fraud being perpetrated against me through WalletHub. I am not comfortable setting up an account there that I don't want or need, with my personal information, unless there is no other alternative. Please let me know as soon as possible, so I can get this illegal account deleted. Thank you so much!

  *********************************
  

  nfirmed it was fraud & will send me a letter. I have filed Police, FTC and California Attorney identity theft reports. I am a widower senior citizen & extremely worried that per ******** at WalletHub, the ***** can still see a new copy of my TransUnion credit report daily on WalletHub, even though I froze it, and will continue to try to open fake accounts in my name while ********* refuses to delete that illegal account. Please help me get WalletHub to delete the fraudulent account, without me having to set up an account on WalletHub, to get them to delete the illegal one.

  Business Response

  Date: 06/24/2024

  Hi ********,

  We deeply regret the situation you're facing and acknowledge your concerns regarding data security. Identity theft is a critical issue, and we prioritize such cases with the highest level of vigilance and attention. Removing fraudulent accounts is a top priority for us, and we are dedicated to addressing this issue quickly and efficiently. However, we cannot search for this account based on your name alone.

  
  The instructions you received from our team were set in place by our engineers to avoid deleting actual users' accounts by mistake and to keep your information secure. With your information duplicated in our system, our tech team will be able to find any duplicate account(s) by comparing sets of encrypted information. There is no other way that allows them to look for the account in question. Please also know that you would receive the same instructions from any manager within our company.

  
  We understand that identity theft experts have advised certain actions, but WalletHub follows strict protocols to ensure security and accuracy. In order to expedite the process, we recommend that you follow the instructions youve received as soon as possible.

  
  Best regards,

  Customer Answer

  Date: 07/03/2024

  Thank you BBB, for responding to my complaint and contacting ********* quickly, and for your staff who was very helpful when I called on 6/24 with questions. I wanted ********* to immediately delete the fraudulent account created in my name within their company by a criminal using my personal information under illegal context to view my credit report every day, and attempt to open fraudulent credit card accounts in my name. ********* responded to me quickly and courteously. However, their reply was I would have to open a legitmate account with them, using my confidential, sensitive personal information to do so, in order for them to investigate and delete any fraudulent account(s) in my name. I asked them, the BBB, the **** Police, State Attorney General and TransUnion to have WalletHub delete the criminal account without me, the victim of identity theft crime, having to further expose my information to open a WalletHub account I do not otherwise need or want. WalletHubs response was unchanged, and I appreciate that the BBB confirmed to me, that this was accurate. Therefore, I opened a WalletHub account, and within two days they informed me their investigation did find an additional account linked to my SSN, which they deleted. They then also deleted my legal account, as I requested. Since they deleted the criminal account on 6/26, I have seen no further inquiries on my credit report from WalletHub, nor have I been made aware of any other fake credit accounts being attempted to be opened in my name. I appreciate WalletHub following through as they had promised. Based on this, I feel my complaint has been dealt with by *********, and I hope I can consider this identity theft crime, and my complaint closed. I had to spend over 70 hours over a week and 1/2 attempting to get this matter rectified. It was exhausting and very stressful. Again thank you to the BBB for your excellent help, and to WalletHub for coming through. I now hope this matter has been successfully resolved.

   

  Customer Answer

  Date: 07/03/2024

  
  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.

  Thank you BBB, for responding to my complaint and contacting WalletHub quickly, and for your staff who was very helpful when I called on 6/24 with questions. I wanted ********* to immediately delete the fraudulent
  account created in my name within their company by a criminal using my personal information under illegal context to view my credit report every day, and attempt to open fraudulent credit card accounts in my
  name. ********* responded to me quickly and courteously. However, their reply was I would have to open a legitmate account with them, using my confidential, sensitive personal information to do so, in order for them
  to investigate and delete any fraudulent account(s) in my name. I asked them, the BBB, the **** Police, State Attorney General and TransUnion to have WalletHub delete the criminal account without me, the victim of
  identity theft crime, having to further expose my information to open a WalletHub account I do not otherwise need or want. WalletHubs response was unchanged, and I appreciate that the BBB confirmed to me, that this
  was accurate. Therefore, I opened a WalletHub account, and within two days they informed me their investigation did find an additional account linked to my SSN, which they deleted. They then also deleted my legal
  account, as I requested. Since they deleted the criminal account on 6/26, I have seen no further inquiries on my credit report from WalletHub, nor have I been made aware of any other fake credit accounts
  being attempted to be opened in my name. I appreciate WalletHub following through as they had promised. Based on this, I feel my complaint has been dealt with by *********, and I hope I can consider
  this identity theft crime, and my complaint closed. I had to spend over 70 hours over a week and 1/2 attempting to get this matter rectified. It was exhausting and very stressful. Again thank you to the BBB for your excellent help, and to WalletHub for coming through.

  I now hope this matter has been successfully resolved.
  
  Best Regards,
  
  *********************************

  7/3/24