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:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Would like explanation on how this is a loan based on your job and i have been on my job 13 years got a loan from **** paid it in full never late even paid off early and reapplied and they treated me like someone off the street and denied me this is so sad to have had this happen as I was a great customer and my account proves that to not even take any of that into consideration credit score is even higher than the last loan I had they took nothing into consideration and i feels as if it leads people wrong will be reaching out to my employer to discontinue with them

  

  Business Response

  Date: 07/08/2025

  Dear BBB:
  Thank you for the opportunity to address Ms. ****** complaint. We review these matters carefully to improve the services we provide. Ms. ***** has asked for an explanation of our credit underwriting process.
  While are unable to provide the proprietary credit model, it is based on non-traditional factors such as length of employment, payroll information, in addition to traditional credit information.
  Unfortunately, we are not able to share customer-specific information in a semi-public forum.Consistent with our policy and procedures, Ms. ***** was provided with an Adverse Action Notice, which describes how she can request the specific reasons that the application was declined. We will respond to that request when we receive it in the mail.
  Regards,
  ******** ******
  Vice President of Credit Operations and Compliance

• Initial Complaint

  Date:06/25/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: VIVA FINANCE Account #: *********Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 07/08/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Ms. ******** third complaint; the first one was Complaint # ********, in which Ms. ******* claimed that her loan was unauthorized. We investigated this matter and determined that this loan was authorized, and funds were disbursed into a bank account that she owned or controlled. In the second complaint, #********, we addressed her concern regarding her alleged inaccuracies in her credit file, including the numerous validations of the credit reporting information. In connection with this response, we also sent her the debt validation documents that she requested.
  In this most recent complaint, she has stated that she is again requesting the debt validation documents. As described in the second complaint, these documents were provided to Ms. ******* through the email address that we have on file. For privacy reasons, we cannot provide these documents through the BBB portal, but we will again send her the email that we previously sent on May 21, 2025 with these documents. These documents were used in our review into each of the BBB complaints, as well as the twenty-seven credit bureau disputes that she has filed.
  In the attachment to the complaint, Ms. ******* claims that she did not authorize the reporting of her loan performance to any third parties. In the contract, which has been provided to Ms. ******* and will be sent again, paragraph f. of this agreement states: f. CREDIT REPORTING. We may report information about your account to credit bureaus; late payments, missed payments, or other defaults on your account may be reflected in your credit report.
  As stated, this loan became delinquent and was ultimately charged off. The account was then sold to ***** & ******* in November 2024. We recommend contacting them directly to address any questions or concerns related to the account.
  We believe that this addresses the matter raised in this complaint.
  Regards,
  ******** ******
  Vice President of Credit Operations and Compliance

• Initial Complaint

  Date:06/13/2025

  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.

  I requested a refund of an automatic payment that was made on April 30, 2025 on a loan that I have with Viva Finance because I am in an active Chapter 13 bankruptcy, and the company is being repaid through the bankruptcy agreement. The company has refunded the overpayments for several months, as they should have. When I made the request for the last refund, I was told that this would be the last time that the company would issue a refund because my payroll ***** should make the adjustment to stop sending payments to them. A few days later, I received an email that the April 30 payment would not be refunded because I had been warned about my payroll ***** not stopping payments. This means that Viva Finance has been paid twice for April 30 (by me and the bankruptcy court). According to the bankruptcy agreement, a company named in the bankruptcy cannot seek payments outside of the bankruptcy. I need to have the April 30 payment refunded.

  

  Business Response

  Date: 07/01/2025

  Dear BBB,
  Thank you for the opportunity to respond to Ms. ***** complaint. We review these matters carefully and have prepared a response to the stated issues. Ms. **** first states that the company is being repaid through the bankruptcy agreement and This means that Viva Finance has been paid twice for April 30 (by me and the bankruptcy court). These are not accurate statements; all of the payments that we have received have routed to us through the payroll direct deposit process that Ms. **** established when she took the loan. Our review of the loan shows that we have received no payments from the bankruptcy court of a trustee.
  Viva Finance has returned eight loan repayments after Ms. **** filed her bankruptcy. We have counseled Ms. **** on no less than nine separate occasions over a period of five months that in order for her loan repayments to stop, she needed to remove the direct deposit with her employers payroll department.  **** finally stopped receiving repayments at the end of April, 2025. It should be noted that **** does not have the ability to change, update, or delete a customers repayment arrangements. This is the responsibility of the customer.
  We are reimbursing this last payment for Ms. ******************************** ******,
  Vice President of Credit Operations and Compliance

  Customer Answer

  Date: 07/01/2025

   
  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:05/19/2025

  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 applied to an offer through my employer benefits program for a personal loan from VIVA Finance. I provided the information requested during the application process and was told that I was pre-approved. I continued with the application process providing verifying documents including copies of my drivers license and pay stubs. I logged into my account days later to check on my application and was informed that I was denied. I attempted to start a chat with a representative to inquire about the reason for the denial since none was provided. I began having technical difficulties with the website at this point when the chat box remained blank and further attempts to enter information was rejected with an error stating messages were not sent. I tried the resend button but nothing worked. I logged out and reloaded the website to try again when I noticed on the main website that during the pre-approval process I was supposed to be quoted a rate on my loan which I never received. I intended to inquire about why I was not quoted a rate before I was ultimately denied but the technical issues persisted when I logged back into the website. The chat box reappeared on my dashboard but the representative named Miracle had disconnected the chat while I never had a chance to reply. This whole process has been difficult and confusing. My credit has been impacted due to the misleading application process and no assistance or explanation is being provided.

  

  Business Response

  Date: 05/22/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Ms. ******* complaint. We review complaints thoroughly to better understand issues and improve the products and services we provide. We have investigated these concerns and are addressing the issues provided.
  Ms. ****** first states that she was pre-approved for a loan, which is not the case. ********** application was pre-qualified, which means that based on the limited information we had, it was possible that the application would be successful.However, this does not guarantee loan approval.
  We also reviewed the chat sessions that Ms. ****** referenced in the complaint, and identified that there may have been technology issues on our side. We apologize if ********* had issues during application with the chat function, but the records also show that we attempted to reach to out to her again, and did not receive a response.
  When Mr.******* application was declined, she was provided with an Adverse Action Notice on May ******** as required by law and our own internal procedures. In this notice, we provided the process for requesting the reasons the application was declined. As stated in the notice, we will provide Ms. ****** with a statement detailing the reasons for decline when we receive a request at the following address:
  Viva Finance **** on behalf of ***********
  ****************************
  *****************
  
  As of this date, we have received no such request from the customer.
  We believe that this addresses the issues raised by Ms. ******* but she is welcome to reach out to us directly if this is not the case.
  Regards,
  
  ******** ******
  Vice President of Credit Operations and Compliance

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23351393
  
  I am rejecting this response because:  I absolutely received a response on the website after entering my personal information that I was approved to move forward with my application. I was notified on the website before submitting the application that my credit report would be pulled if I proceeded any further which I accepted. The next step required me to upload personal and financial documents which I did. The following page explained that a decision would be made in two to three business days. If I had read the comments from previous victims of this data harvesting company on the Better Business Bureau website I would have been able to avoid this unfortunate situation. I hope to warn future victims before it is too late.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/03/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Ms. ******* additional correspondence. We have reviewed this matter and determined that there is no new information for us to consider As described in our initial response, the application information resulted in a pre-qualification of the application information, but this was not a loan approval because the application was not completed until we received the information that was needed. We can only make approval decisions based on a completed application.
  While we recognize that Ms. ****** continues to be dissatisfied with the results of her loan application, there is no further information we can provide regarding her experience.
  Regards,
  
  ******** ******
  Vice President of Credit Operations and Compliance

• Initial Complaint

  Date:05/19/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: VIVA FINANCE Account #: ********* Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 05/21/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Ms. ******** second complaint; the first one was Complaint # ********, in which Ms. ******* claimed that her loan was unauthorized. We investigated this matter and determined that this loan was authorized, and disbursed into a bank account that she owned or controlled.
  In this most recent complaint, she has stated that she believes that her credit file information is accurate and has requested debt validation information for this loan. We are providing her with the loan contract that she executed in consideration of loan funds being provided, as well as a transaction history for the loan. These documents were used in our review into both BBB complaints,as well as the twenty-five credit bureau disputes that she has filed. This documentation will be sent from us to the email address that we have on file for Ms. ********
  We believe that this addresses the matter raised in this complaint, but Ms. ******* is welcome to reach out to us directly.
  Regards,
  ******** ******

  Vice President of Credit Operations and Compliance

• Initial Complaint

  Date:04/22/2025

  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.

  I first applied to see if I can obtain a loan product from this company in April 2023 I was denied which is understandable the time however I was given a day approximately 90 days from the date of denial in which I can reapply, I thought OK Heres where it gets really messed up. Its almost 2 years later to the day and with that companys website does it keeps pushing the reapplication date back. What its doing is essentially kicking the can down the street as far as it can go. This is unfair and unethical practices being exercised by this compt. I have been continuously employed by the same company for 13 years. I make almost 60 grand a year pre-bonus. I have been working on my credit. It is in the 600 range and no matter when I try to log into their site and reapply, the result is still the same. It just changes the date. I ***** fair shot at this. I meet the employment requirements that company needs to do the right thing and allow me to reapply. Im making payments on my other obligations they would be no different. I have a house I have a car. I have a job finance companies like them should not be allowed to treat me this way something needs to be done.

  

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  Thank you for the opportunity to respond to this customer concern. We have reviewed Ms. ******* application information and are prepared to issue a response to this complaint as well her recent correspondence with us directly on April 29, 2025.
  Our record shows one application from Ms. ****** dated March 22nd of 2023. Ms. ****** was able to begin an application with Viva, and provided us with the name of her employer, Percepta. At the time of her original application, and in fact up until this week, **** was not able to extend loan offers to Percepta employees.This inability was tied not to individual applicants information, but rather to an incompatibility with being able to support ******** employees. In order to approve a loan application, **** requires that applicants work with a compatible employer. Thus, we were unable to extend a loan offer to Ms. ****** because her employer was not compatible.
  Ms. ****** additionally informed us that, when she initially received notice that we could not offer her a loan, she was given a day approximately 90 days from the date of denial in which [she could] reapply. However, when she returned to attempt a reapplication, she found that the date for reapplication displayed on ***** website had changed to a date further in the future, and would not allow her to reapply. Our review of our systems confirms that this changing date was likely the result of a technical error related to our continued inability to support Percepta employees and should now be resolved.
  As of todays date, April 29th of 2025, **** has reopened applications for ******** employees. We have notified Ms. ****** of ***** ability to support Percepta employees via email, and our system shows that she should now be able to begin a new application with ****. We want to restate that this opportunity to reapply does not guarantee that Ms. ****** will be approved for a loan offer,as each application is independently evaluated. If Ms. ****** encounters any further technical difficulties we encourage her to reach out to us directly at ************* or ******************************************************************* for assistance.

  Best Regards, 
  ******** ******
  Vice President of Credit Operations and Compliance
  Viva Finance Inc.

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235509
  
  I am rejecting this response because: I saw the email all right and I even forwarded said email to every single executive email I could get my hands on and it still shows the same issue. The same reapplication date and it still says that I am ineligible. I have screenshots is proof that I can attach for both the email I sent along with what the system has shown me. This is not acceptable. If I am eligible now then delete my profile so I can start from the beginning
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  Following the submission of ***** response to Ms. ******* BBB complaint, she was contacted by our Customer Success Team directly to ensure that any technical difficulties could be resolved. This allowed her to successfully submit an application. We will be providing additional information directly to Ms. ****** through the email address that we have on file for her.
  Best Regards,
  ******** ******
  Vice President of Credit Operations and Compliance
  Viva Finance

• Initial Complaint

  Date:04/16/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.VIVA FINANCE ACCOUNT no.: ***** DATE OPEN: 12/01/2022 BALANCE: $0.00

  

  Business Response

  Date: 04/22/2025

  Dear Better Business Bureau,

  
  Thank you for giving us the opportunity to respond to Ms. ******** We have thoroughly reviewed the customersloan and account information and would like to provide the following response.

  Our records show that Ms. ******* applied for and was issued a single loan through ****,which was opened on December 1, 2022. Our review of the records indicates that loan funds were disbursed into a bank account owned or controlled by Ms. ******** While she has claimed the account was unauthorized, we have not received any documentation to support this, such as a police report or a signed fraud affidavit. However, our records include a completed loan application that matches the name and address on the paystubs she submitted. Payments were made on the account via direct deposit from Ms. ******** payroll earnings from January through July 2023, which were followed by ACH payments. Additionally, we have documented communications from *********** including requests for forbearance and payment assistance, which are not consistent with an unauthorized account.
  
  We have also conducted a thorough review of the loan performance reporting to the credit reporting agencies. To date, weve responded to 24 different disputes submitted on behalf of Ms. ******** citing reasons ranging from fraud claims to billing errors. In each case, we confirmed that the credit information reported was accurate.
  
  Ms. ******** last payment was made on February ******** After that, the loan became delinquent and was ultimately charged off.The account was then sold to ***** & ******* in November 2024. We recommend contacting them directly to address any questions or concerns related to the account.

  
  Regards,

  
  ******** ******
  Vice President of Credit Operations and Compliance

• 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.

  I am writing to report a fraudulent account that has been opened in my name with ***************. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: VIVA ***** Opened Date: 5/1/2022 Account Number: *********High Credit: $3,514.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 04/07/2025

  Dear BBB,
  Thank you for the opportunity to respond to this customers concern. We have reviewed Ms.***** loan and account information and are prepared to offer a response.
  Our records confirm that Ms. **** applied for a loan with **** in May of 2022. As part of this application, she provided copies of her paystubs from her employer, along with a direct screenshot from her employee portal. These documents were used to confirm essential information required to evaluate Ms. ***** application, and to verify her identity. Ms. **** was approved for her loan on May 11th of 2022. Following her loans origination, she elected to make 12 payments to **** through direct deposit from her employers payroll disbursement process.
  
  Our review of Ms. ***** account confirms that there is no evidence of fraudulent activity associated with her loan or the documents she provided. As such, we are unable to provide any documentation of fraudulent activity as none has been found to exist. Likewise, we have confirmed ***** reporting of Ms.***** account to be valid and accurate, and are therefore unable to remove or retract the reported information.
  Ms. **** stopped making payments towards her loan by November of 2022; this serious delinquency caused her loan to charge off and be sold. At this time, her loan has been purchased by ******************************. Any further inquiries should be directed to them.
  Best,
  ******** ******
  Vice President of Credit Operations and Compliance
  VIVA Finance 

• Initial Complaint

  Date:03/15/2025

  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.

  So I emailed a few months back to find out if refinancing was an option and they told me the date I would eligible. I reached out when I became eligible but was told be cause I am federal employee, I cound not do it. I have appreciated the loan and it helped me. I just wish language was sent saying that federal employees would not be eligible. I had marked the refinance as a better solution to take care of something unexpected.

  

  Business Response

  Date: 03/18/2025

  Dear BBB:
  Thank you for the opportunity to respond to Ms. ******* complaint. We take complaints seriously and have thoroughly reviewed Ms. ******* concerns.
  A review of Ms.******* loan history indicates that she did reach out to us in September of 2024 to inquire about refinance options for her current loan. We responded to Ms. ****** and provided the criteria for refinancing.
  On Tuesday,February 18, we again received correspondence from Ms. ****** indicating her wish to refinance her current loan. The Viva Finance Loan Program is based on a customers employment as well as other traditional loan criteria. In the period between September of 2024 and February of 2025, the federal government experienced a change of administration, which began significantly reducing the size of the workforce in the federal government. Because the loan program is based on employment, the decision was made to halt lending to employees of the federal government in the absence of clarity on this issue.
  As stated on our website, Loans made by *********** are subject to loan approval, terms,and conditions, which are subject to change at any time without notice. We regret that we are not able to assist Ms. ****** at this time, but this is the reason that we are not able to offer new loans to customers who are employed by the federal government.
  Regards,
  ******** ******
  Vice President of Credit Operations and Compliance

• Initial Complaint

  Date:11/08/2024

  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.

  Today 11/08/24, I went to Viva Finance from an advertisement on a company discount program about a consolidation loan. I simply wanted to see what I would qualify for and the interest rate. When I saw the interest rate at *****% I decided to not continue with any type of application. I had to put in my SS#, DOB, Address, etc. to even view the interest rate. When I did not complete the application, I called to ask that all of my personal information be removed from their data base. I was told they were required by law to keep it. How is that possible, when I was just searching for information? They do not need to keep my financial and personal information.

  

  Business Response

  Date: 11/12/2024

  Dear Better Business Bureau:

  
  Thanks for the opportunity to respond to Ms. ******** complaint. We review these matters carefully in order to maintain a high level of service for our customers.

  
  A review of Ms.******** profile indicates she provided us with application information with respect to a loan. A loan offer was made to Ms. ******** and she reached out us to withdraw her application because the loan terms were not acceptable to her. She then stated that she wanted her personal information to be removed from our systems. We informed Ms. ******* that we are unable to delete any application information from our systems, as we are required to maintain this information for a period of 5 years from the date of the application. Ms. ******* was dissatisfied with this response and chose to end the call, and we closed the application based on the information that Ms. ******* provided.

  
  We have concluded this application and our communications with the complainant are consistent with our policies and procedures as well as the Bank Secrecy Act,which we are required to adhere to with respect to customer information. This requirement is disclosed in our Privacy Policy, paragraph 7, which is available on our website, *********************************.

  
  We believe that this addresses Ms. ******** issue, but if this is not the case, we can be reached directly at ************.

  
  Regards,
  
  ******** ******
  Vice President of Credit Operations and Compliance

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22532248
  
  I am rejecting this response because:

  I was REQUIRED put that information in to receive information on interest rates and potential loan terms, as I was curious to see what would be offered (pre-qualify), as the offer came through a discount market place at my employer.  I did not intend to apply for a loan from your company. I would never do such a thing without knowing specific information. No where on your site did it say I was applying for a loan and you would keep my information. 

  There is no reason whatsoever for you to keep my SS#, address, DOB, etc. on your site when I did not accept to do business with you.  When I apply for credit, I'm aware that I'm applying for credit. This was an inquiry about what your company offered. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/14/2024

  Dear Better Business Bureau:
  
  Thank you for allowing us the opportunity to further address Ms. ******** concerns. We have provided additional context below.
  
  When ********** visited our website, she was asked to provide certain personal information, as part of our pre-qualification process. Upon visiting our site, customers immediately have access to our Terms of Use and Privacy Policies. After creating a specific user profile, customers are provided with a message about how our loan program works; the title of this message is Loan Application. This step is necessary to generate potential loan terms tailored to an individuals financial profile, even if the individual ultimately decides not to proceed with the loan. Ms. ******* continued with the process by providing us with her individual information to determine what loan terms we might be able to offer. Our Privacy Policy, which outlines the data retention requirements, is available on our website and accessible prior to providing any personal information. It includes specific language explaining why and how we store customer data. Consequently,we are challenged to understand why the customer claims that she was unaware that she was creating an application.
  
  While we strive to make our processes clear, we understand Ms. ******** concern regarding the nature of the pre-qualification and subsequent data retention. However, as previously mentioned, we are required by federal law, including the Bank Secrecy Act and related regulations, to retain application data for a minimum of five years. This requirement applies to all customers, regardless of whether they accept or decline a loan offer.
  
  We acknowledge Ms. ******** concern and assure her that her information is securely stored in accordance with industry standards and regulatory requirements.

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

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22532248
  
  I am rejecting this response because:

  My apologies.  Thank you for reminding me that we all need to read the ****** word fine print.  I will make sure your deceptive practices and unethical actions company is removed from BenefitHub.

  I wish I would have read all of the complaints on the BBB before looking into your company.  However, social media is a wonderful thing.  I will also be contacting an attorney.
  

  Sincerely,
  
  ***** *******