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:06/11/2024

  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.

  I am a victim of identity theft and have security freezes, fraud alerts, and a credit lock on my credit reports. The individuals who stole my information were able to bypass these systems by signing up for WalletHub with my information. Now they are able to track my accounts. There is no way to contact WalletHub by phone. When I emailed them, they replied: "Thank you for contacting WalletHub Help. Unfortunately, we do not currently offer phone support. To clarify, WalletHub is not a bank or a lender of any kind. We are a personal finance company, helping our users with free credit scores and reports. Regarding the soft inquiry you saw as coming from WalletHub, please keep in mind that it has no impact on your score, and is only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application. Since you didn't create a WalletHub account, it could mean that someone tried to register with us using your information. For security reasons, we have no way to look up users based on their name. To be able to find and delete the account that might have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity." I did sign up for an account and asked that they delete my account given that I have filed an FTC complaint and police report. I am still waiting for next steps. Victims of identity theft should not have to sign up for an account with your website to delete a fraudulent account that was established fraudulently to a company like WalletHub/Evolution Finance, especially when there is already a security freeze in place. I would like to be contacted by the business to have both accounts deleted and the soft inquiries removed from my credit report.

  Business Response

  Date: 06/17/2024

  Hi ********,
  
  As our Help team confirmed, the additional account linked to your SSN, as well as your account, have been deleted at your request following your emails. They also confirmed that your SSN is blacklisted, so no one will be able to register again with us using your information.
  
  Regarding the soft inquiries on your credit report, please note that WalletHub cannot remove or change any information on your credit report. Soft inquiries are not disputable but are available for reference.
  
  Best,

  Customer Answer

  Date: 06/21/2024

  [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:05/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like others, I'm a victim of identity theft and have sent several emails to wallethub help and I'm not getting a response to blacklist my social security number. Fraudsters set up an account as me and are getting my credit info to see what lines of credit I have. Wallethub is still running soft inquiries and providing my personal information to scammers. They should have shut it down two weeks ago! They also have no valid phone number to call. I explained the situation via email. Not being able to call them when you have an issue such as this is horrible. The scammers have all my info and wallethub keeps allowing different scam rings to check my credit. They used my credit cards in store posing as me with my social because Wallet hub revealed my open credit .Wallet hub is facilitating fraud and ignoring my emails. If they can't shut this off, this company needs to shut down. I even sent them my police report. TransUnion is providing wallethub the soft reports and say they cannot stop them even with my credit freeze. They've been doing this a long time to many people. How are they allowed to stay in business?

  Business Response

  Date: 05/14/2024

  Hi ********,
  

  Unfortunately, WalletHub does not currently offer phone support.

  The Help team has responded to all your emails, but it seems you didnt receive all their responses.
  

  Please understand that WalletHub does not provide personal information to scammers or facilitate fraud. During registration, a user's information is verified against their TransUnion credit report. WalletHub cannot verify the information provided by users during registration, so whoever registered as you must have known all the details from your TransUnion credit report and other sensitive information about you to set up a WalletHub account. As long as a user passes all security questions asked during registration by TransUnion, the WalletHub system sees them as legitimate, even if they pose as you.
  

  Now that you are in touch with the WalletHub team, your issue is being investigated.
  

  Best regards,

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wallethub is listed on my credit report. I have done no business with ********* and believe that this inquiry by ********* is fraudulent. ********* does not have a working phone number where i can report the fraud. This is a dishonest way of doing business.

  Business Response

  Date: 05/14/2024

  Hi ****,

  Unfortunately, WalletHub does not currently offer phone support.
  

  To clarify, WalletHub is not a bank or a lender of any kind but rather a personal finance company, providing users with free credit scores and reports.
  

  Regarding the soft inquiry you saw as coming from WalletHub, please keep in mind that it has no impact on your score, and is only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application.
  

  Since you didn't create a WalletHub account, it could mean that someone tried to register using your information.
  

  For security reasons, WalletHub has no way to look up users based on their name. To find and delete the account that *** have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity. For further instructions, please contact WalletHub Help team by email at ******************.
  

  Best regards,

• Initial Complaint

  Date:04/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no relationship with ********* and have never signed up for their service. They checked my credit on 4/01/24 and again on 4/02/24. I have been able to reach them to find out who is using their service to access my credit. I need my information blocked in their system so no further fraudulent attempts to obtain my financial information can be made through their company.04/02/2024WalletHub - Location **************************************** 04/01/2024WalletHub -Location *************************************************

  Business Response

  Date: 04/15/2024

  Hi *******,
  
  Regarding the soft inquiries you saw as coming from WalletHub, please keep in mind that these have no impact on your score, and are only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application.
  
  Since you didn't create a WalletHub account, it could mean that someone tried to register with us using your information. 
  
  For security reasons, we have no way to look up users based on their name. To be able to find and delete the account that might have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity. Please contact our Help team by email at ****************** for further assistance and instructions.
  
  Best,

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service 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.

  ********* is allowing a person to obtain my information for use with identity theft and will not allow me a clear way to report this and close the account. They need to block this person before they do further damage

  Business Response

  Date: 04/15/2024

  Hi *****,

  As the WalletHub Help team has already confirmed via email, the investigation is complete. Two additional accounts linked to your SSN have been identified and deleted. Your SSN has also been blacklisted, so no one will be able to register again with us using your information. A good idea would be to check your spam folder for the confirmation email sent by the Help team regarding this issue.
  

  Best regards,
  

  Customer Answer

  Date: 04/21/2024

  [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,
  
  ******************* Iii
  
  

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WalletHub.com recently performed a soft inquiry on my credit account with TransUnion. I have no relationship with this company. I am reaching out to stop this activity, but it seems that this not uncommon.

  Business Response

  Date: 03/07/2024

  Hi *****,
  
  To clarify, WalletHub is not a bank or a lender of any kind. We are a personal finance company, helping our users with free credit scores and reports. 
  
  Regarding the soft inquiry you saw as coming from WalletHub, please keep in mind that it has no impact on your score, and is only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application.
  
  Since you didn't create a WalletHub account, it could mean that someone tried to register with us using your information. 
  
  For security reasons, we have no way to look up users based on their name. To be able to find and delete the account that might have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity.
  
  Best,

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have inquiries on my credit report from wallethub. I do not now, in the past or future intend on using wallethub. I have not been able to communicate with anyone at wallethub regarding the fraudulent inquiries.

  Business Response

  Date: 02/23/2024

  Hi ****,
  
  To clarify, WalletHub is not a bank or a lender of any kind. We are a personal finance company, helping our users with free credit scores and reports.
  
  Regarding the soft inquiries you saw as coming from WalletHub, please keep in mind that these have no impact on your score, and are only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application.
  
  Since you didn't create a WalletHub account, it could mean that someone tried to register with us using your information.
  
  For security reasons, we have no way to look up users based on their name. To be able to find and delete the account that might have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity.
  
  Best,

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early January ****, I was made aware of an unauthorized account opening, by a credit monitoring system that I have. After reviewing my 3 credit reports, it was noted that the FRAUDULENT ACCOUNT was opened on the date that ********* completed the soft credit inquiries. Additionally, ********* continues to check my credit reports on the days the credit bureaus have been contacted to place the fraud alerts, credit freezing and others. My credit monitoring systems for some reason did NOT detect these soft credit inquiries completed by *********. Some UNAUTHORIZED person has created an account with WALLETHUB using my information which MUST be BLOCKED/CLOSED. IDTheft has been reported to the authorities. However, Wallethub does not provide any mediums to stop FRAUDUENT ACTIVITIES. I would appreciate that WALLETHUB is stopped, offering fraudulent services to fraudulent individuals and that WALLETHUB STOP completing credit searches under my name.

  Customer Answer

  Date: 02/03/2024

  I've attempted to contact the business several times to the different numbers in their website, phone numbers the credit bureaus provided me & phone numbers noted online, but no phone number is on service or gets me to a customer service representative. It seems the only option is to create an account with them, which is NOT an acceptable solution for ID theft. WalletHub should stop its fraudulent activities.

  Business Response

  Date: 02/05/2024

  Hi *****,
  
  To clarify, WalletHub is a personal finance company, helping our users with free credit scores and reports and not a bank or a lender of any kind.
  
  Regarding the soft inquiries you saw as coming from WalletHub, please keep in mind that these have no impact on your score, and are only visible to you. Hard inquiries, on other hand, are when a lender pulls your info after a credit application.
  
  Since you didn't create a WalletHub account, it could mean that someone tried to register using your information.
  
  For security reasons, WalletHub has no way to look up users based on their name. To be able to find and delete the account that might have been set up using your information, you would need to create a WalletHub account with your email address and verify your identity. The WalletHub help team has also reached out to you by email with instructions on this issue.
  
  Best,

  Customer Answer

  Date: 02/09/2024

  [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: 21205927
  
  I am rejecting this response because:
  It is the same message that was sent earlier this week. The solution is NOT an acceptable solution. Please refer to my response to the business.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I mentioned in my 1/3/24 complaint against **********, when I pulled my free credit report, it showed an Account Review Inquiry by WalletHub on 1/2/24. When I questioned ********** about it, they said I needed to contact WalletHub. The phone number listed in the Inquiry only sends text messages and does not receive incoming calls. The phone number that ********** provided for WalletHub was invalid and the calls never connected. The phone number you have for WalletHub does not belong to WalletHub. I managed to email WalletHub and they responded by saying that it sounded like someone else had created an account with my information, and the only way to correct it was for me to create an account. That's crazy! I've attached a copy of the emails with WalletHub as well as the texts with the number you provided. I want my information permanently deleted from WalletHub's servers and I want them to be penalized for not offering to help because I won't create an account with them. Sounds like a complete scam!

  Business Response

  Date: 01/08/2024

  Hi *****,

  For security reasons, WalletHub has no way to look up users based on their name or any other personal information. 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 a WalletHub 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 do that. Because of that, WalletHub engineers are 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 the system. The name linked to that account will be yours, the address yours, and so on. 
  
  The instructions youve received by email were set in place by WalletHub engineers to avoid deleting actual users' accounts by mistake but also to keep your information secure. With your information duplicated in our system, the tech team will be able to find the possible duplicate account by comparing sets of encrypted information. There is no other way that allows them to look for the account in question.
  
  WalletHub has a very strict set of rules and a protocol to follow in cases similar to yours that were set in place with the sole purpose to protect your identity.

  Best,
  

  Customer Answer

  Date: 01/13/2024

  [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: ********
  
  I am rejecting this response because:  I find it ludicrous that I have to create an account with this company and provide my personal, private, security information to them to prove that I'M the victim here! I don't know them and I certainly don't want to give them my information! They say they are a company that helps consumers with free credit scores and reports. Why? My credit is great, why would I enlist them???
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/19/2023

  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.

  12/19/2023 I went through WalletHub to open a ******************** certificate of deposit. I applied because I saw great rates 5.6% for 3 years. Nowhere on Wallethub is it disclosed that this s a variable rate CD. I'd like to close the account and have WalletHub or ******************** pay / waive my fees since I wouldn't have applied without the misleading advertising

  Business Response

  Date: 01/03/2024

  Hi ***********,

  WalletHub works hard to show you up-to-date product terms. However, this information does not originate from WalletHub, and therefore, its accuracy is not guaranteed. The disclosure information at the bottom of the page where you found this content also indicates this. It is recommended to verify all terms and conditions with the offering institution before submitting any application.
  

  Best,