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:04/25/2025

  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 spoken with College Ave Managers and Collections regarding my account for over 3 months now. I am currently in a bankruptcy (they are aware and letter was sent from my attorney to them when filed) and they informed me, and I am aware that my payments are supposed to stopped while in the process of a bankruptcy. I have provided them on several occasions with the details of my bankruptcy to contact and verify with my BK attorney. I have been marked on my credit reports as late and at the same time college ave is telling me my account has been closed over a month ago and this shouldn’t have happened. I log into my account and still see my account in late payment and active status and I am receiving statements. I am being told to file a dispute with the credit bureaus because it should not have been reported as such but the account is open and reporting to me when I log in as active and past due while receiving statements however college ave is not being truthful in the status of my account and providing inaccurate information to the credit bureaus and myself. I need some clarification and help. I really don’t know what else to do and they aren’t being truthful with me on what is exactly going on.

  

  Business Response

  Date: 05/09/2025

  We have reviewed the concerns of
  our customer Ms. ****** ***** regarding collection attempts made to obtain
  payment for her College Ave student loan.
  Our records indicate that Ms.
  Lewis contacted College Ave and advised that she had an active Bankruptcy in
  place February 4, 2025.  Ms. ***** was
  requested to provide documentation so that we could initiate our process for
  placing alerts on the account.  We do not
  show where documentation was received to confirm the bankruptcy filing.
  College Ave has taken the
  following actions to assist Ms. *****.  We
  have searched the court bankruptcy database and located Ms. *****’ bankruptcy filing
  and have placed an alert on her account to reflect the active bankruptcy. 
  In closing, Ms. *****’ account is
  not closed or past due.  The placement of
  the bankruptcy alert will pause all activity on the account until we are
  notified of discharge.  We trust these
  actions satisfy Ms. *****’ concerns.
  

• Initial Complaint

  Date:04/01/2025

  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.

  To Whom It May Concern,
  
  I am submitting this complaint regarding a recent issue with my student loan application through College Ave (Application Reference Number: 130***********). I applied for the loan on March 27, 2025, and it was promptly approved. On March 28, 2025, the loan was sent to my school for certification. However, on March 31, 2025, I was notified that the loan had been canceled by College Ave due to an alleged identity verification issue, with the reason stated as: "We are unable to verify the identity information contained in your application."
  
  I am very concerned with how this matter was handled. At no point prior to the cancellation was I contacted by College Ave or any servicing partner to clarify or resolve the issue. I did not receive any emails, phone calls, or letters requesting verification documents or additional information. This lack of communication deprived me of a fair opportunity to address what appears to be a minor or easily resolvable issue.
  
  Furthermore, this process breakdown has interfered with my ability to fund my education and meet critical deadlines. I believe that cancelling a fully approved and certified loan without any attempt at resolution is not only unprofessional but may also fall short of industry standards for customer care and compliance.
  
  I am requesting the following actions:
  
  A formal explanation of why my identity could not be verified and what steps, if any, were taken to contact me.
  
  Reinstatement of my original application or the opportunity to reapply without delay or additional hardship.
  
  Assurance that steps will be taken to improve communication practices and prevent similar situations for future applicants.
  
  I am attaching documentation confirming the loan approval and certification timeline, along with evidence that no outreach was made to resolve the issue prior to cancellation. I sincerely hope this matter can be resolved quickly and fairly. Thank you for your attention to this complaint.

  

  Business Response

  Date: 04/07/2025

  Thank you for the opportunity to address your
  concerns. As part of our standard process, College Ave reviews all applications
  and funding requests for potential fraudulent or money laundering activity.
  Our review identified suspicious activity that
  may indicate potential fraud.  We are
  unable to reasonably verify your identity or ensure that future loan funds
  would not be associated with fraudulent or money laundering activity.
  Details of the denial have been provided to
  Mr. ******** as requested via email.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23143090

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:02/25/2025

  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 writing to formally address an ongoing issue with my loan account, which has been causing me significant concern and financial hardship. I initially took out a loan in 2018 for the amount of $10,193. I was informed at the time that payments would not begin until six months after my graduation.
  
  However, in 2022, I noticed that my balance had increased to approximately $13,000. Upon contacting College Ave, I was assured that the charges were removed from my credit report and that payments would be paused. Following this resolution, I opted to make biweekly payments. I graduated in 2023, and continued making payments regularly.
  
  In early 2024, I contacted College Ave again to explain my financial hardship, as I had recently lost my job and had been unemployed for several months. Despite my circumstances, I continued making biweekly payments of $50 using my limited savings. However, to my surprise, my loan balance increased to $14,891, despite my efforts to make timely payments.
  
  I have contacted College Ave multiple times to request that the charges accrued while I was still enrolled in school be removed, as these should not have been applied to my account. Unfortunately, I have not received a satisfactory response, with multiple excuses provided for the ongoing issue. It is clear that I should not have been charged during this period, and my balance should reflect the original loan amount I took out.
  
  In an attempt to resolve the situation, I increased my payments to $150 biweekly. Despite this, my loan balance continues to rise, which only exacerbates my financial difficulties.
  
  I am requesting that College Ave review my account, remove the charges that were incorrectly applied, and adjust my balance accordingly to reflect the original loan amount, as well as a fair resolution to this ongoing issue.

  

  Business Response

  Date: 03/03/2025

  Thank you for your inquiry regarding
  the balance of your College Ave private student loan.  We have researched your account and found the
  balance to be accurate.  Interest begins
  to accrue from the date of first disbursement until the loan is paid in full.  Periods of forbearance, deferral and the fluctuation
  of a variable interest rate will increase the cost of the loan if full
  principal and interest are not being paid monthly.
  This information is disclosed
  within your Credit Agreement, a copy is attached for your reference. 
  We encourage you to contact our Customer Service
  Department at 844-803-0736 for any additional
  questions or programs to assist you.
  

• Initial Complaint

  Date:02/13/2025

  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 student loans were cancelled mid-year. I am trying to take out another loan for university, but I keep getting denied for the reason of “can‘t verify identity” of either me or my co-signer. I was able to take out a loan before, but need your help resolving this issue so I can continue my education. I can verify identity if that is all that is needed, but this company won‘t let me do that, and at not being responsive. I liked this company for my first semester using them, and I want to continue using them. Please help with my loan application situation. I CAN VERIFY IDENTITY! That is apparently it.

  

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to address your
  concerns. As part of our standard process, College Ave reviews all applications
  and funding requests for potential fraudulent or money laundering activity. Our
  review identified suspicious activity that may indicate potential fraud.
  We are unable to reasonably verify your
  identity or ensure that future loan funds would not be associated with
  fraudulent or money laundering activity. Due to these findings, we are unable
  to fund any additional applications or provide further funding on your existing
  loans.

• Initial Complaint

  Date:02/08/2025

  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.

  Med Student Loan issue with the loan company and lender bank. Pls see the attached letter and supporting documents

  

  Business Response

  Date: 02/14/2025

  We have reviewed your concerns related to your
  interest rate. 
  Our records indicate that your original Loan
  Application Disclosure document contained the correct interest rate provided,
  based on information selected within your application. On August 15, 2024, you
  contacted our customer service and spoke with an agent to negotiate a lower
  interest rate, where inadvertently the agent did not provide the full variable rate.
  In this same call, you additionally spoke with a supervisor, who acknowledged
  the discrepancy of the agent and requested an evaluation of a lower interest rate.  This lower rate was communicated to you and
  subsequently an updated Loan Application Disclosure was provided, August 21,
  2024.  An additional lowering of your
  interest rate occurred on this same day.
  Providing the highest
  level of customer service is our goal and regret when we fall short of those
  aspirations. The Agent was provided coaching and feedback during the supervisor
  transfer to ensure that a better experience is achieved for our customers in
  the future.
  
  In review of your concern of technical delays,
  our records reveal that upon returning to sign the required credit agreement
  your cosigner was using incorrect information to access the loan origination
  documents.  When this was resolved, with
  the assistance of customer service, your loan was finalized, certified by your
  school and the first disbursement of funds provided September 18, 2024.
  Your concerns of the Cost of Attendance
  contained within your credit agreement, is determined by the school you’re
  attending.  This is not a determination
  made by the private lender.  Any questions
  regarding Cost of Attendance should be directed to your school Financial Aid
  Office.
  In conclusion, all required loan documents
  provided during the application process contained accurate information,
  ensuring you had the necessary details to make an informed decision about
  proceeding with the loan. Therefore, your request for compensation cannot be
  granted.

• Initial Complaint

  Date:07/18/2024

  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.

  Tried to prequalify for a student loan at College Avenue and they stated that they could not prequalify me. So I would have to actually apply without know what the rates were and they would do a hard hit on my credit rating which would drop it.
  
  Bait and Switch.

  

  Business Response

  Date: 07/24/2024

  College Ave takes great care in the application process to
  ensure applicants are well informed, this includes the prequalifying tool that
  can be used as a resource to view the estimated range of interest rates that
  may be offered, there are no guarantees offered that a user of the resource
  will be provided a prequalification acceptance.
  We appreciate fully your concern in a hard inquiry of your
  credit; however, submitting a completed application is the best way to
  understand your cost of obtaining a private student loan.
  College Ave’s current range of interest rates are clearly
  disclosed on our website www.collegeave.com. 
  We wish you all the best in reaching your educational goals.

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  My issue was that they offer a pre-qualification offer, which will not affect one's credit score because it is a soft-check. However, they do not actually do it. I understand that a hard-check will be more accurate, but I was not complaining about the accuracy. I was upset that they stated they would do a soft-check, pre-qualification, but then were trying to make me do an actual application, which would require a hard-check on my credit, and would drop it as a result.Their answer does not address my concern.
  
  Regards,
  Complaint ID: 22012034
   
  
  
  
   

  

  Business Response

  Date: 08/19/2024

  Thank you for the opportunity to respond once
  again to our customer’s complaint.  After further review of Mr. ********’s experience with the pre-qualification tool,
  we have confirmed the reasoning for Mr. ********’s non-acceptance was due to a frozen
  credit bureau alert that did not allow the credit bureau to return a clear
  match to Mr. ********’s credit history.  We do appreciate the feedback and will further
  review the process as it relates to the prequalification tool and messaging.

• Initial Complaint

  Date:03/06/2024

  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.

  My information was used fraudulently for a loan through college avenue. I have called them repeatedly and been told I would get a packet to remove this loan and have not gotten any assistance.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to address the concerns of Ms.
  ********* *****.  Ms. ***** is alleging her
  personal information was used to acquire a loan without her knowledge.
  A fraud investigations packet was e-mailed to Ms. ***** on March
  8, 2024, to acquire additional information to further investigate the
  allegation of fraud. 
  Should Ms. ***** have questions regarding the documentation
  requested we would encourage her to contact our Fraud Investigator ***** ****** ** **********************

• Initial Complaint

  Date:03/06/2024

  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 ***** ************, I have been a victim of identity theft over the years since then i av a lot of inaccurate and fraudulent accounts reporting on my credit report. I have never authorized anyone to use my name to open an account with this company please investigate this matter and remove immediately this account is fraudulent.

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to address the concerns of Mr.
  ***** ************.  Mr. ************ is
  alleging his personal information was used to acquire a loan without his
  knowledge.
  A fraud investigations packet was e-mailed to Mr. ************
  on March 11, 2024, to acquire additional information to further investigate the
  allegation of fraud. 
  Should Mr. ************ have questions regarding the
  documentation requested we would encourage him to contact our Fraud
  Investigator ***** ****** ** **********************

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21393069

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 03/26/2024

  We are in receipt of Mr. Shola
  ************’s concerns regarding his request to have an account removed from
  his credit reporting.  On March 6, 2024,
  College Ave received a similar complaint via the CFPB complaint portal whereby
  Mr. ************ alleged he did not participate in the acquiring of a student
  loan with College Ave.
  We began an investigation of the
  fraud allegation, and on March 11, 2024, a Fraud information packet was emailed
  to Mr. ************ at ****************oo.com requesting
  additional documentation required to complete a thorough investigation of the
  allegation.  As of March 26, 2024, the
  information has not been returned; once received the account investigation will
  resume and if confirmed to have been opened without his participation the
  tradeline of the account will be removed from his credit bureau report. 
  College Ave takes care in the
  protection of a customer’s personal information and does not share outside the
  purposes of account servicing. 
  We have attempted to contact Mr.
  ************; our efforts have been unsuccessful. Should he have any questions
  regarding the documentation requested, we recommend he contact our Fraud
  Investigator ***** ****** ** **********************

• Initial Complaint

  Date:01/11/2024

  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 applied for a student loan consolidation on Monday 1/8/24. I was misled and offered incorrect rates after being pre-approved which led me to continue the application and submit a hard credit check as well as to add a co-signer in order to obtain the rates offered to me. After that, I was "approved", however when logging back in to upload required documents my rates increased over 12% APR. I contacted College Ave for a resolution which they were unable to offer. They stated it was a system error or glitch and would not try to remedy the situation by honoring the rates offered originally and said that I never should have seen those rates to begin with but it was a mistake on their end. I have a newborn baby and this has caused significant distress to me as this would have saved me several thousands of dollars on student loans. The initial rate offered to me was 20 years, fixed APR of -0.12% at a rate of $350/month.

  

  Business Response

  Date: 01/18/2024

  Thank you for the opportunity to address the concerns of applicant ******* ******* regarding the interest rate estimate shown during the pre-qualification process of the application for a refinance loan.
  We have completed our research of the inquiry and found that a technical issue occurred causing our pre-qualification application to show, on screen, an incorrect estimated APR of -.12%.  We took action to identify the cause and correct the matter immediately.  Additionally, we have verified required disclosures provided to ******* ******* contained the correct APR information.  
  In closing, should ******* choose not to continue with the application, we request that they contact our customer service department at 1-844-803-0736 to cancel the application and we will remove the credit inquiry from their credit bureau.

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21133914

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:01/11/2024

  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 applied for a student loan consolidation with College Ave on Monday 1/8/24. I was pre-approved and offered rates at various loan terms (5, 10, 15 or 20 year). I have used this company in the past for student loans and have never had an issue. This time, the rates they offered me looked great, specifically the 20 year term which was offering me a payment amount of $280.28/month for 20 years at a rate of -0.11% fixed APR. Based on this rate I decided to continue with the application which includes a hard credit check. I then received an email 2 days later to log in to complete my loan by uploading documents, etc. and saw that the rates had substantially increased to over 12% APR. I contacted their customer service and was told that the initial rates offered to me must have been a glitch or system error and the rates I am seeing now are the correct ones. I am very upset as they offered me no resolution and would not honor the rates initially offered to me. I am a new mom to a 2 month old baby and this would have saved me several thousands of dollars on student loan payments. This situation has caused an immense amount of emotional distress and they have offered me no solution.

  

  Business Response

  Date: 01/18/2024

  Thank you for the
  opportunity to address the concerns of applicant ****** ******* regarding the
  interest rate estimate shown during the pre-qualification process of the
  application for a refinance loan.
  We have completed
  our research of the inquiry and found that a technical issue occurred causing
  our pre-qualification application to show, on screen, an incorrect estimated
  APR of -.11%.  We took action to identify
  the cause and correct the matter immediately. 
  Additionally, we have verified required disclosures provided to ****** ******* contained the correct APR information. 
  In closing, should
  Lauren choose not to continue with the application, we request that they
  contact our customer service department at 1-844-803-0736 to cancel the
  application and we will remove the credit inquiry from their credit bureau.

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21133839

   

  I reject this response as the company states they “took action to identify the cause and correct the matter immediately” however this was not the case. After being offered the -0.11% APR during pre qualification I continued with the application, submitted and was notified that I was approved. It was not until TWO business days later that I was notified of an update on my application and upon logging in saw the rates. Again, the company was unwilling to acknowledge, apologize for or match the rates that I was initially offered. The situation has not been rectified at this point. The difference in rates would have made a massive financial impact for me and my family and the company is at fault for the financial and emotional impact this caused. 

   

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 02/12/2024

  We regret Ms. *******’s experience with our
  application process.  As stated in our previous response the estimated
  interest rate of -11% was the result of a systemic error that was corrected as
  soon as we were aware of the issue. 
  
  This error was not an advertised interest rate,
  nor an interest rate offered based on a completed application. The
  following message is displayed to applicants on the screen along with the
  estimated interest rates which clearly indicates the estimates are not
  guaranteed: 
  “Your pre-qualification was not an application;
  this offer is not guaranteed if you do not meet our full application
  criteria.  Final rates and terms may vary and will be based on those in
  effect when you submit your full application and make your repayment
  selections.”
  
  The pre-qualification estimate was displayed to
  Ms. ******* prior to her submitting a complete application.   In
  fact, before Ms. ******* submitted her complete application she was provided
  the Loan Application Solicitation Disclosure, which provides the
  possible range of interest rates
  available for the loan product, the possible
  range does not include a negative interest rate. Therefore, at the time she
  submitted her application Ms. ******* was made aware that her interest rate
  could not be negative. We again apologize for the error in the estimated
  interest rate, but unfortunately, we are not able to honor a negative interest
  rate and effectively pay Ms. ******* interest on the loan she would take from
  us.
  
  To date Ms. ******* has not completed the
  customization of her loan request, and therefore there has been no financial
  impact to Ms. ******* at this point. If she would like to have the credit
  inquiry removed from her credit report, to make it as if the application never
  occurred, we encourage her to contact us at 1-844-803-0736.