Complaints

This profile includes complaints for Avant, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avant, LLC

  222 Merchandise Mart Plz Ste 900 Chicago, IL 60654-1105

  
• 

  Avant, LLC

  222 Merchandise Mart Plz Ste 900 Chicago, IL 60654-1105

  
• 

  Avant, LLC

  640 N La Salle Dr Ste 535 Chicago, IL 60654-3731

  
• 

  Avant, LLC

  Alabama Service Area Montgomery, AL 36104

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:12/13/2024

  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.

  On Dec 6 I made an ACH payment of $95.53 to go to my loan( something that I have done if I'm going out of town and want to make sure its paid before I leave.) When you do thins you will get an email saying your payment has been set. On this day 5 more payment was duplicate and I know this because of all 6 emails came in all at one time. I call and they was close I called back the next day and try to tell the customer service person what happened. He said you made this payment so you need to pay, I stopped him and said you are correct I made one payment and the money is in there for that payment but the system duplicated that one payment 5 time he then said you still need to pay, I asked why when I only put in one payment not 5. I then asked for a supervicer he said one was not there but he will have one call me, never got a call back that day.Called back the next day and talk with someone else how was a little more helpful She told me that the company launch a new app so maybe it was a glitch that happen and will send over to that **** to look over later that day 4 of the chargers drop off so my back acct. now shows the 1st payment that should have come out and a 2nd duplicate one was there I called back in and now was told they don't see my payment that was made only the one that was returned I had to go over everything again the *** said he would have a supervisor call me back that never happen. I called back the next day to still get some help with this and now I'm being charged fee for all the payments that I didn't make plus my bank acct. is overdrew because of this and 5 days later and still no one like a (Supervisor) has called me back I was real happy with them until now. 

  

  Business Response

  Date: 12/26/2024

  Dear ****** *****,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that you were approved for a WebBank-issued Installment Loan via the Credit Karma Platform on October 10, 2022. WebBank is the credit issuer for the Avant platform, where Avant operates as the program's administrator and servicer.

  Avant has received your complaint, in which you stated that on December 6, 2024, you made an ACH payment of $95.53 towards your loan. You said that in addition to this, five other payments were scheduled all at once. You said that upon explaining the matter to our customer support team, you were advised that you would still have to pay even though you told them that you already did. You said that you asked for a supervisor, but none was available, and a callback had to be made; however, you never received this. You went on to say that when you spoke to someone the following day, you were informed that there may have been a glitch as a new launch had been made. You said you were advised that this would be escalated. You then said later that day, four of the charges dropped off. Once you contacted customer support, you were informed that we did not see the other payment, only the one that was returned. You claimed that you were advised of a supervisor callback, but this was again never done. You indicated that you are now being charged fees for all the payments that you did not make. Furthermore, you mentioned that your bank account is overdrawn. You are requesting a refund.

  According to our records, on December 6, 2024, six (6) payments of $93.86 were scheduled for December 9, 2024. These were followed by email communications titled ATTENTION: Payment ScheduledAvant Customers, which were sent to the email address on file. 

  On December 9, 2024, you informed our customer support team of the issue, and an escalation was submitted on your behalf. However, upon reviewing your interaction with our customer support team, we discovered that you did not receive the level of customer service ********************** strives to provide, and we sincerely apologize for any inconvenience this matter may have caused. Additionally, we sincerely apologize for the failure to provide you with a supervisor callback, as was promised by one of our specialists on December 13, 2024. Kindly note that we have taken the relevant action to ensure that this does not happen again. Our records indicate that you have since spoken with a supervisor. Please be informed that we found no evidence to suggest that you were advised that this was a glitch as a result of a new mobile application launch.

  In accordance with our policies, on December 11, 2024, four(4) *** Fees of $15.00 each were applied to your account because ******* of the $93.86 payments were returned with return codes of R01, which indicates insufficient funds.

  Upon receipt of your Better Business Bureau complaint, we followed up regarding your account where we discovered that a system issue resulted in multiple payments being scheduled on December 6, 2024. We would like to inform you that a refund request of $15.00 has been successfully processed for one of the *** Fees charged to your account. Kindly be aware that it may take 1-3 business days for your bank to process the funds. Although the remaining *** Fees have been returned, please allow up to three business days for the returned payments to also reflect in your account. Additionally, one of the payments of $93.86 has also been credited.

  If you have incurred any bank fees as a direct result of these transactions, we advise that you submit a copy of your statement reflecting the charge(s) to ************************************** for review.

  Documentation must adhere to the following guidelines:

  -Show the effective date for each transaction and fee(s) tied to our debit.
  -Must be unedited. No highlighting, blocking information, or removing lines.
  -Display the bank title, your name, address, account number, routing number, and be clear and legible, or they will not be accepted.

  Please try to provide your documents in PDF, JPG, or JPEG format.

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

• Initial Complaint

  Date:12/12/2024

  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.

  I paid my loan off in full which was $4,729.16 early on 12/5. I paid one time my final payment. I tried to use my debit card the next day on 12/6, and it was declined. I looked at my bank account and ********************** had charged my card twice, so 2 charges of $4,729.16. One week later today 12/12 the funds have not been returned to me. I called Avant on 12/6, and they said they didn't know what happened and that the funds would be returned to me in 3-5 days. I asked for a supervisor, and I was told one wasn't available, and they would call me back in ***** hours. I still haven't received that call either. My account is still negative, and I can't pay any of my bills that are due. They stole almost $4800 from me, and it still hasn't been returned.

  

  Business Response

  Date: 12/24/2024

  
  Dear  ******* ********,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#*********** are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  Our records indicate that on November 29, 2023, you were approved for a WebBank-issued Avant installment loan via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program,
  
  In your BBB complaint, you made your final loan payment of $4,729.16 on December 5, 2024. The following day, December 6, 2024, you attempted to use your debit card, but the transaction was declined. After checking with your bank, you discovered that you had been charged twice for the amount of $4,729.16. 
  
  On the same day, you contacted Avant customer support and were informed that the funds would be returned within three to five business days. However, a week later, on December 12, 2024, you still had not received the funds back. You were told that you would receive a callback within twenty-four to forty-eight hours, but that call has not yet come. 
  
  As a result, your account is now in the negative, and you are unable to pay any of your bills. You are requesting the immediate return of the $4,729.16.
  
  On December 6, 2024, you initially contacted Avant customer support to inform them that a second payment of $4729.16 was processed from your bank account. The specialist informed you that your payment would automatically be refunded due to the overpayment. The refund would take five business days to process, and there was no option to return the payment automatically. Your call was escalated to a Supervisor, and you were provided with the same details. The same day a ticket was submitted on your behalf for further review. 
  
  On December 13, 2024, you reached out to Avant customer support to request a conversation with a supervisor. The representative made several attempts to locate a supervisor and eventually succeeded in transferring your call. You explained to the supervisor that the delay in receiving your refund had caused you significant inconvenience. The supervisor mentioned that the matter had already been escalated. In response, you requested to speak with another supervisor in ******* or a different department that might be able to resolve the issue more effectively. The supervisor clarified that this option would not be available, but it was not a refusal, and they would follow up via email.
  
  Our investigation confirmed that our ********************** received your escalation via support ticket. Upon review of your account and all relevant communication, we confirmed that no known technical issues were reported by the website at the time you made your payment.We confirmed that the payment was scheduled via your customer dashboard. Our records indicate that your financial institution returned $4729.16 with a return code of R11. This return code indicates that the customer-advised entry is not in accordance with the Terms of the Authorization. We were unable to grant your request for a refund due to the above-mentioned payment returning.
  
  
  If you want to dispute this matter further, we advise you to submit a copy of your bank statement reflecting funds being taken from your account for review to our Resolutions team.
  
  We would need a bank statement or transaction summary that displays pertinent information from your bank account. Documentation must adhere to the following guidelines:
  
  Show the effective date for each transaction and fee(s) tied to our debit.
  Must be unedited. No highlighting, blocking information, or removing lines.
  Display the bank title, your name, address, account number, routing number, and be clear and legible or they will not be accepted.
  
  You can provide documents in the following ways:
  Email a scan, screenshot, or photo of the items to ****************************************************************
  Fax the items to **************
  Please try to provide your documents in PDF, JPG, or JPEG format.
  
  We understand your concerns about receiving support from outside the **** Our global team members are highly trained and share a commitment to providing you with the highest quality of service. Thank you for sharing your thoughts with us. Weve selected our customer service team based on their expertise and dedication to excellence, ensuring that you receive the best support, no matter where it comes from. Avant appreciates your feedback on our customer service. Our international teams allow us to provide you with support around the clock, ensuring that help is always available when you need it.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  Sincerely,
  
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
   
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/11/2024

  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.

  I have not received my statement to reflect my December balance a *** told me that my email address was changes 11/21/ 2024

  

  Business Response

  Date: 12/24/2024

  Dear ******* *********,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on February 9, 2022, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the program administrator and servicer.

  Avant has received your complaint, in which you stated that you had not received your statement reflecting your December balance. Upon contacting us, you claimed to have been advised that your email address was changed on November 21, 2024. You went on to say that this, along with your address, was changed without your permission. You said that we would not change your information, and your information is now being sent to someone else. 

  Our documentation verifies that your billing statement, dated November 5, 2024, was sent to the mailing address recorded initially: *********************************************. It is important to note that the unauthorized changes to your account details started on November 17, 2024, which means a notice of your upcoming payment for December 1, 2024, would have been mailed to the aforementioned address and also sent to the initial email address on file: ***************************** However, please be aware that on December 12, 2024, your account was opted into receiving paperless statements for your credit card statements.

  Upon receipt of your Better Business Bureau complaint, a thorough review was conducted regarding your account. Please be informed that on December 5, 2024, your account was escalated for potential suspicious activity and is currently under investigation by our fraud department.

  As communicated on December 11, 2024, documentation is necessary to make any changes to your account information due to the fraudulent activities associated with it. We acknowledged receipt of your documents on December 11, 2024, and they are presently under review. Please be assured that we will contact you via email to provide updates on the status of your request, or your account will be appropriately noted.

  Our review of your account has been completed, and we found no evidence of a security issue or network breach. Instead, your credentials may have been compromised. However,  there were delays in escalating your issue to our fraud team, as you expressed concerns regarding your account information on November 21, 2024. Please be informed that the relevant actions have since been taken.

  We encourage you to take steps to protect yourself, such as checking your email account to ensure that it is secure and resetting your password. If multi-factor authentication is available, enable it. You should also avoid using the same password across multiple services.

  As a reminder, if you wish to update any account information, documentation must be provided.

  You may send any of the following:

  - A valid, non-expired government-issued ID (e.g. driver's license, state ID, passport)
  - Utility bill (e.g. gas, water, electricity)
  - Bank statement
  - Credit Card statement for a card other than the AvantCard
  - Signed lease agreement for the address at which the customer currently lives

  NOTE: Phone/cable/internet bills do NOT qualify as utility bills. The image must be clear and legible and show all four corners of the document.

  You can provide documents in the following way:

  (i) Email a scan, screenshot, or photo of the items to ****************************************************************************.

  Please try to provide your documents in PDF, JPG, or JPEG format.

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  
  

  
  

• Initial Complaint

  Date:12/11/2024

  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.

  The credit card company Avant has leaked my personal information as a result shut down my account since September because of fraudulent charges to my account that I discovered. They then Said that they would refund me for my losses and send me out a new card since September and I still havent received a new card and charges are are appearing on my account from other states in which I do not live on my account on a card that Ive never received or activated. Ive been denied access on the app so that I couldnt make payments or see the charges being made on my account and now trying to make me pay for the fraudulent charges that I didnt make. I was told that a new car was being sent out since they closed the last card that was more than four months ago. Still havent received the card but still charges are being made on my account for various different states. Please help me because *** tried everything to work with this company to find out. exactly whats going on with my account no one has called me back. They just keep sending emails and never resending my replacement card or allowing me to see charges that are currently being made on my card as early as last week yet I never received this card or activated a new card since the ending of November yet charges are being made today on my account. ********************** has promised me. and stated on four different occasions that my new card has been sent out to me yet. I havent received a new card and they are destroying my credit and trying to make me pay on a bill for charges that I did make. Please help me. All conversations and interactions with this credit card company *** recorded and have for future references about the statements and my concerns regarding my account the lies about sending me a new card out everything I have recorded and saved please help me.

  

  Business Response

  Date: 12/23/2024

  Dear Egypt Knightelbey,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint (BBB) ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that on January 24, 2024, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the program's administrator and servicer.

  Avant has received your complaint, in which you claimed that we had leaked your personal information, and as a result of fraudulent charges, your card was shut down. It was stated that you were advised that you would be refunded for the fraudulent charges and a new card would be sent, but you have yet to receive this, which was four months ago. You went on to say that you are being denied access to Avants website, so you have been unable to make payments or view the charges on the account. Furthermore, you mentioned that you will also have to pay for the fraudulent charges, which are still being added from different states. You said nobody is contacting you, only sending emails about a replacement card. Additionally, you stated that we are destroying your credit. 

  Upon receipt of your BBB Complaint, a thorough review was conducted regarding your account. Our review found that on November 7, 2024, your account was identified as having potential suspicious activity. This was confirmed after our customer support and fraud team noticed inconsistencies with your account. Please be aware that any changes that were made to your email address and mailing address have been reverted to what they initially were. 

  Our records indicate that on October 4, 2024, you contacted us regarding fraudulent transactions on your account, and you were later transferred to our ************* Team for further assistance. Subsequently, a new card was issued to the following address: ******************************. On October 14, 2024, your fraud claim (ID#:************** with a gross amount of $384.68 was assigned to an agent to be investigated. This fraud claim was resolved in your favor, and any temporary credit that was issued while investigations were ongoing has been made permanent; these credits will be reflected on your December 23, 2024, statement. It is important to note that the fraud dispute process normally takes up to 90 days to conclude. During this time, customers are still responsible for the minimum amount due. We sincerely apologize for any inconvenience this may cause. Communications regarding your fraud dispute would have been mailed to the address on file.

  Further review indicates that another card was reissued to the address on file on October 18, 2024, and activated on October 28, 2024. Subsequently, on November 5, 2024, this card was again reported as lost/stolen; however, our records show that these cards were issued to the address that was fraudulently updated on October 17, 2024. 

  Please be informed that additional escalations were made concerning your account on November 29, 2024, due to several payments being made and canceled on the account for October 28, 2024.  

  Upon contacting our ************* Team on December 13, 2024, you advised them that you did not receive the card that was mailed previously. As a result, a new card was issued on December 15, 2024. Note that this card was issued to the following address: ******************************. Additionally, another fraud case (ID#: ************** was opened to be investigated with a gross amount of $117.62, given your claims. Please be advised that as of December 17, 2024, chargebacks were submitted to the merchant, and we are awaiting their response. Once an update is provided, we will contact you via mail, or your account will be documented accordingly.  

  To log in to your online account, you will use the email address on file: ****************** However, you would need to request Reset Password Instructions. To do so, you can select Forgot Your Password, and these instructions will be sent to your email address.

  Your Customer Dashboard is available 24 hours a day and can be accessed by logging into your account at ******************************. The optimal device for our website is a desktop computer or laptop (rather than a smartphone or tablet), and our site works best on ****** Chrome or Mozilla Firefox.

  Our investigation into your account has concluded. Avant has not detected a security issue or breach of its network. Instead, your credentials may have been compromised. However, during our review of your interactions with our customer support team, we discovered that the level of assistance you received did not meet the standards that Avant strives to uphold. We sincerely apologize for this. Please be informed that we have not found any evidence to suggest that you are exclusively being contacted through email, as you have been in communication with both our ************* Team and our customer support team concerning the issues related to your account. Additionally, any updates regarding your fraud case(s) are sent via letter to the mailing address on file. If any information is needed during the investigation, an outbound telephone call or email will be sent to you. Please be aware that we have various payment methods available; you are welcome to register your checking or savings account to your file here at Avant and set up either recurring payments through our *************** or initiate a one-time payment on the dates you prefer. You can also call us at 1-855-AVANTCARD to speak with our Customer Support team. You are welcome to submit paper checks or money order payments to the following address:

  Avant, LLC
  P.O. Box 1429
  Carol Stream, IL 60132-1429

  When submitting paper check payments, we request that you provide the following information on the check:

  Full name as it appears on your statement
  Account number
  Valid remittance slip found on your Avant statement

  We ask that paper checks and money orders be sent using **** only and not *** or ****** This reduces the chance of delivery delays. Please note that ACH payments for the AvantCard must be set up by 5:00 PM CT in order for you to receive credit for making the payment that same day. 

  We encourage you to take steps to protect yourself, such as checking your email account to ensure that it is secure and resetting your password. If multi-factor authentication is available, enable it. You should also avoid using the same password across multiple services. 

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22671676
  
  I am rejecting this response because: Of the major damage that was done to my credit and  to me with the on going late fees charging to my account that ********************** caused when they denied me access to my account. The new card that I receive just around 12/ 23/ ************************ access of use. Avant has also reported false information regarding regarding my credit and payment history, causing my credit to drop a whole entire 150 to ******************************************************************************************************* as a consumer customer.  
  im looking to take legal action if necessary if Avant  cant or wont right the wrong that has done. 
  
  Sincerely,
  
  Egypt Knightelbey

  

  Business Response

  Date: 01/08/2025

  Dear Egypt Knightelbey,
  
  We have received your rebuttal with the Better Business Bureau Complaint (BBB) ID #********. 
  
  You have rejected our response because of the major damage that was done to your credit and to you with the ongoing late fees charged to your account that was caused when you were denied access to your account. Furthermore, you claimed that the new card that you received is still denying you access. You said that we were reporting false information regarding your credit and payment history, which caused you to lose several points. You went on to say that you are seeking compensation for the false information and allegations made against you as a consumer customer. 

  Upon receipt of your initial Better Business Bureau Complaint, a thorough review was conducted regarding your account. Our review found that on November 7, 2024, your account was identified as having potential suspicious activity. This was confirmed after our customer support and fraud team noticed inconsistencies with your account. Please be aware that any changes that were made to your email address and mailing address have been reverted to what they initially were.

  As previously advised, Avant did not detect a security issue or breach of its network. Instead, your credentials may have been compromised elsewhere. However, during our review of your interactions with our customer support team, we discovered that the level of assistance you received did not meet the standards that Avant strives to uphold. We sincerely apologize for this. 

  As a courtesy, we have elected to waive any late fees and remove any negative reporting that was a direct result of this fraudulent activity. Please allow time for the reversal of the late fees to be reflected in your account. Additionally, please be informed that the credit reporting agencies follow their own policies for updating credit reports, and it may take a few days for this update to reflect on your credit report following the completion of our reporting update request. 

  Please be aware, however, that you are still responsible for any minimum amount owed, including any past-due balance. As per company policy, customers are still responsible for their total minimum amount due during a fraud investigation. As a reminder, your next payment date is January 19, 2024, with a Current Total Minimum Payment Due of $114.97. Kindly note that you will be unable to make transactions using your card until payment arrangements have been made for the past-due amount. 

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

• Initial Complaint

  Date:12/11/2024

  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.

  I have had nothing but issues with this credit card company. First they couldnt figure out how to get another card sent to me when I lost mine. I was told something different from 5 different people over the course of 4 days. Fast forward to now. I made some charges for Christmas gifts for my kids and they decided to put a block on my account from charges I made. The Forest person told me to try on ***** min and it should work. Then after it didnt and I called back they told me that it would be fixed in a day after I sent them over my drivers license. Then after it wasnt resolved and I called back they are now telling me that itll take 14 business days to get this resolved. I have been relying on this card to finish Christmas for my kids. This has been the most aggravating experience and no one tells you the same information.

  

  Business Response

  Date: 12/23/2024

  Dear   ****** ******,
  
  We have received your complaint with the Better Business Bureau. Complaint ID#********: We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  Our records indicate that on July 10, 2020, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.
  
  According to your BBB complaint, you reported several issues with Avant when you previously tried to obtain a replacement card. Over four days, you received conflicting information from different **********s. When you attempted to use your Avant card, it was blocked. You were told that the block would be lifted within fifteen minutes, but the card still did not work. You were then advised to submit a drivers license and were initially informed that the issue would be resolved within one day. However, you were later told that it could take up to fourteen days. This experience has been incredibly frustrating for you, who is seeking the removal of the block on your account so you can make purchases again.
  
  On December 10, 2024, you contacted Avant customer support several times to inform them that you were trying to use your Avant card, but the transactions were declined. You confirmed with the first ********** that the transactions that were being made between December 9, 2024, and December 10, 2024, were not fraudulent transactions. The agent advised that they would submit a request for the hold to be removed. The ********** advised you that the card would be ready to use within ten minutes however, the block removal was unsuccessful.
  
  When you contacted customer support again, the ********** confirmed that the transactions were blocked to prevent fraud on your account. They advised you that a government ID would be needed to rule out suspicious transactions. The agent informed you that they submitted a ticket on your behalf to remove the block on your account. The agent informed you that the turnaround time would be within one day, and you would be notified via email to the email address *************************.
  
  On the same day, you reached out to customer support to inquire about why the block on your account had not yet been removed. The previous ********** had informed you that the issue would be resolved within one day. The current ********** apologized for the delay, stated that the matter had been escalated, and noted that they could not provide a specific time frame for resolution. You will be notified once the investigation is complete. Additionally, the customer support representative confirmed that you had already submitted the required ID document.
  
  On December 11, 2024, you contacted customer support to submit a complaint because you were told that the block would be removed. The ********** advised that your account is under investigation and the block would be lifted within calendar days. The customer further informed you that a complaint was submitted on your behalf and would be addressed within fourteen days.
  
  Please be advised that we take our commitment to preventing identity theft and fraud very seriously, and due to that fact, some transactions may be declined. Our customer support team can confirm that you initiated the transactions and immediately released the hold on your card. On December 16, 2024, the block was removed, and your Avantcard is now available for use.
   
  Avant acknowledges that you did not receive the level of customer service Our investigation confirmed that the ********** misinformed you and Avant strives to use this as a coaching opportunity.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  Sincerely,
  
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There were incidentals for a rental car in June that were supposed to be held for 24 hours and then placed on the card as soon as the car was returned. ******* says that the credit card company is held liable for putting the money back on the card and nothing is being taken care of. Its been over six months its $15-$20 a month just an interest loan over these charges.Theyre not doing anything and today they told me that it is outside of the window to get it taken care of. I have called them 15 to 20 times since the date of the incident waiting waiting waiting nothings being taken care of. The charge is $282.71 that is supposed to be just put back on the card. There was no service or good I received. It was an incidental hold to be returned in 24 hours after return of car. Now theyre saying it is outside of the refund window. Which Ive been contacting them since the week it happened and they keep putting it off putting it off putting it off probably with the hopes that now its outside the window. It just needs to be taken care of. Somebody has the money and Im not sure who and Im not sure why they wont just put an incidental back on because thats what incidentals are for.

  

  Business Response

  Date: 12/24/2024

  Dear ***** *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that on May 8, 2023, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the program's administrator and servicer.

  Avant received your complaint, in which you explained that incidentals of $282.71 for a rental car in June 2024 were supposed to be held for 24 hours and then placed on the card as soon as the car was returned. You went on to explain that the merchant, Thrifty, advised you that the credit card company is held liable for putting the money back on the card; however, nothing has been taken care of, and it has been over six months. You went on to say that you have since been advised that it is outside of the window to have it disputed. You mentioned that you contacted us numerous times regarding the matter, but nothing was handled. You are requesting a refund.

  After reviewing all relevant communications, you informed customer support on June 28, 2024, about two incidentals that were supposed to be placed back on your card, confirming that one of these charges pertained to the following transaction:

  * June 10, 2024THRIFTY #*******$282.71

  The specialist indicated that the credit was not reflected on the account and advised you to contact the merchant, which you subsequently agreed to. Please be aware that the specialist followed the appropriate process by first advising you to contact the merchant, as they can settle your dispute more quickly. Otherwise, the Avant merchant dispute process can take up to 90 days.

  Our records show that you did not contact us again regarding the matter until November 13, 2024. 

  Further review of your account indicates that you were incorrectly transferred to our ************* Team for assistance between November 13, 2024, and December 10, 2024. Please be informed that our fraud team handles transactions that were not completed by the cardholder. In this case, you initiated the transaction. The agents would have been required to complete a Merchant/Fraudulent Transaction Disputes Clarification Form to determine the best next action concerning the transaction in question. However, this was not done, and you were not properly advised. We sincerely apologize for any inconvenience this may have caused, and we have taken the necessary actions to ensure that this does not happen.

  On December 10, 2024, our specialist advised you that merchant disputes must be received within 60 days of the periodic statement date where the subject transaction first appeared. This is our company policy, and you would have been correctly advised at the time of the call. 

  Our investigation into this matter has concluded, and we will be unable to honor your request for a refund of $282.71 as this matter was not escalated within the dispute window. Please note that no further action can be taken as we would no longer have the option to process the dispute.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

• Initial Complaint

  Date:12/10/2024

  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.

  This company is horrible. They tried to charge my ******** account today $2,978.49. They do not answer their phone. I have never had an account with them, ever. I am an attorney in ******* and I intend to look in to this company. I would stay away from them, something is seriously wrong. Look at the number of complaints on line.

  

  Business Response

  Date: 12/23/2024

  Dear  ****** Voelka, 
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#*********** are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  In your BBB complaint, you stated that you are dissatisfied with Avant because there was an attempt to charge your ******** account on December 10, 2024 for $2,978.49. You previously contacted Avant via telephone but your attempt to speak to someone was unsuccessful. You further mentioned that you have never had an account with **********************. You are requesting that this matter be further investigated.
  
  Avant apologizes for the inconvenience and appreciates your follow-up, which will allow Avant to investigate and identify the root cause of this issue.
  
  If you would like to dispute this matter further, we would advise you to submit a copy of your bank statement reflecting funds being taken from your account for review to our support team. We would need a bank statement or transaction summary that displays pertinent information from your bank account. Documentation must adhere to the following guidelines.
  :
  Show the effective date for each transaction and fee(s) tied to our debit.
  Must be unedited. No highlighting, blocking information or removing lines.
  Display the bank title, your name, address, account number, routing number, and be clear and legible or they will not be accepted.
  You can provide documents via email:
  Email a scan, screenshot, or photo of the items to ********************************************************************
  Please try to provide your documents in PDF, JPG, or JPEG format.
  
  You can submit the documents via email or regular mail to ************************************ or Avant, LLC. | PO Box ******* | ******************-3380.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  Sincerely,
  
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/10/2024

  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 a Avant credit card have had for two years 3 weeks ago, on November 21, 2024, I received a letter at my home address in ********************, that they received my change of address. I didn't change my address, so I went on my online account to look up my personal information, and it was changed from my address to a fraudulent address in *********. I called Avant and explained to them that this is fraud. It didn't do it, and this needs to be corrected ASAP. I then ran my credit reports, and all three reports showed the fraudulent address. It was changed because Avant changed it. I have emailed the Avant's fraud department, the credit card department, the resolutions department, lost and stolen department; filed an ID theft report; filed a police report; and have sent them all these documents along with my ID, and they still haven't corrected this, and they keep sending the replacement credit card to the fraudulent address. Due to Avant, I now have identity theft that I'm dealing with with my other credit cards.  

  

  Business Response

  Date: 12/20/2024

  Dear  ******** ******,

  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  
  Our records indicate that on September 3, 2022, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program,
  In your BBB complaint, you stated that, on November 21, 2024, you received a letter at your home address notifying you that your address had been updated to *****, *******. You confirmed through your online dashboard and with all three credit agencies that this address change had occurred. You contacted Avant customer support to report the fraudulent activity and requested that the information be corrected as soon as possible. 

  
  Additionally, you mentioned that you emailed Avant's fraud department, credit card department, resolutions department, and lost and stolen department. You also filed a report for identity theft with the police and submitted documentation, including a copy of your ID. 
  Despite these efforts, the replacement card is still being sent to the fraudulent address, which has also affected other credit cards that you hold. You are requesting that the personal information be updated, that all three credit bureaus be contacted, and that a replacement card be sent to your correct home address.

  
  Records indicate on November 14, 2024, Avant received a phone call from a third party claiming to be you and updated your mailing address. During the call, they verified the required account information to secure it with the customer support specialist. The required information includes the date of birth (D.O.B.), the last four digits of the Social Security Number (SSN), and the full
  name as it appears on the account. Since the call was successfully secured, the request from the third party was fulfilled. 
  Our records indicate that you began contacting the Avant customer support team between November 21, 2024, and December 6, 2024, informing them that you received a letter confirming that your address was updated. During the phone call on November 21, 2024, the specialist submitted a support ticket to Avant's Fraud team for review. Please note that changes are not authorized to be made to the account during the investigation.

  
  Avant's Fraud team confirmed that it appears to have been an account takeover attempt. Avant customer support requested that documentation be provided to update personal information on the account, which was received on November 25, 2024. 
  On December 11, 2024, your address was updated to the initial address,  ************************************* SPRING TX 77379-8644, and a letter was sent notifying you of a change. We have updated our records, and future correspondence will reflect this change. This communication was sent as a safeguard to ensure that you have indeed changed addresses. If you have not changed addresses, please contact support as soon as possible at **************.

  The same day an email titled Avantcard issuance request confirming that we have processed your request for a new card, and you should receive your reissued card to the aforementioned address up to 15 business days from issuance. You will receive activation instructions with your new card. For your protection, we have now deactivated your current card.
  We have found that all information reported to the credit bureaus on behalf of your account is accurate. The Fair Credit Reporting Act (FCRA) requires Avant to report fairly and accurately. Avant does not remove reporting when we have verified the information is accurate, and your account has never been reported as late. 

  
  We advise you to contact the individual bureaus, TransUnion, Experian, and Equifax, for more information about how the information reflected in your credit reports impacts your credit score.

  
  Avant acknowledges that you did not receive the level of customer service ********************** strives for, and this will be used  as a coaching opportunity. Avant apologizes for the inconvenience and appreciates your follow-up, which allowed Avant to investigate and identify the root cause of this issue.

  
  We have thoroughly reviewed all relevant communication on your account and can confirm that your account was handled according to company policy.

  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  Sincerely,
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/06/2024

  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.

  I moved from ** to my current residence in **. When I signed up for the credit card NO proof of residency was required. I can not update my information on line. When I call Avant is allowing me to change the billing address, but refusing to send a new card, mine has expired, unless I send them a 1. bank statement 2. DL/Gov ID 3. Utility bill 4. Lease/Mortgage. When I explain I can not provide any of those as 1. MyID is still FL, because it has not expired & is a several day difficult process to get a new one 2. all bills, mortgagee in my sons name 3. I do not have a bank account, they are absolutely refusing to be helpful. When I ask for a supervisor they just transfer me to another c/s **** I caught them lying 3 times. They also claim they will have a manager call back, but do not have a number to call me back, as I asked her to verify the number they have on file - even just the first 3 digits & she refused. The last time they said someone would call back same day, I am now waiting over 500 days for that call. I would like someone to help resolve this insanity. Avant has no problem charging me for a card I can not use, but refuses to help make it possible to use. Canceling the card, also hurts me, as it will tank my credit score as well leaving me without financial means in an emergency. I have not missed any payments, as a matter of fact the card has been paid in full. /One would think they would help their customers be able to use their service, not prevent them from it. Someone in customer service should also be available from the ** that understands the US system of moving.  

  

  Business Response

  Date: 12/20/2024

  Dear  Cinnamon White,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  Our records indicate that on April 9, 2020, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.
  
  In your BBB complaint, you stated you moved from ******* to ********. When you applied for the AvantCard, no proof of residency was required. However, when you contacted Avant's customer support to update your billing address, you were informed that the change could not be made and a new card could not be sent to you. Your card has already expired, and you were told that the address could only be updated with specific documents, which you were unable to provide.
  
  You requested to speak with a supervisor but were transferred to another representative. Despite requesting a callback, you never received one and are still waiting. Based on your previous experience, you requested a callback from Avant, and it has been over five hundred days. You are requesting that a new card be mailed to your new address and that they be permitted to use different documents as proof of residency.
  
  
  On January 6, 2024, you initially contacted Avant customer support via email, stating that you needed information on how to change your mailing address and bank information. you were unable to update the information online. In response, an email was sent on January 7, 2024, titled Attention: Support Inquiry - AvantCard Support, instructing you to contact us at your earliest convenience. You can reach us at 1-855-AVANTCARD, and any of our representatives will be happy to assist you. However, we did not receive a call from you until December 6, 2024.
  
  During the aforementioned phone call,  you informed the specialist that you were trying to update your billing address. You further mentioned that your card was declined. The agent informed you that your card was declined because the chip record was not found, and this could be due to damage. You informed the specialist that the card expired in April 2024. The agent advised you that before they could update your address, you would need to send in acceptable documentation.
  
  You informed the specialist that you were unable to provide the requested documents because you have none listed in your name. You requested to speak to a supervisor. Upon being transferred to the supervisor, you explained that you could not provide the required documents because it was difficult to obtain a new ID. You told the supervisor that you could submit other documents other than what had been requested. The supervisor advised you that according to our process, you would need to provide acceptable documents to get your mailing address updated. You requested to speak to the supervisors manager. The supervisor then placed you on hold to locate an available manager. The supervisor informed you that they would schedule a call back for a manager to call you back. The supervisor attempted to confirm the phone number on file for security purposes but was unsuccessful. The supervisor advised that they scheduled a call back to speak with a manager.
  
  On December 18, 2024, a manager attempted to call you at the phone number listed **************; however, we were unable to reach you, but a voicemail was left to call back.
  
  As part of our company policy, the address cannot be updated until we receive any one of the documents below;
  
  
  A valid, non-expired government-issued ID (e.g., driver's license, state ID, passport),
  Utility bill (e.g., gas, water, electricity),
  Phone/cable/internet bills do NOT qualify as utility bills,
  Medical bill,
  Bank statement
  Credit card statement for a card other than the AvantCard
  Benefits letter
  Signed lease agreement for the address at which the customer currently lives
  Official change of address document from ****
  Electronic lease (must be docu-signed and contain the customer's name, address, and date of residency).
  
  All document requirements must meet the below external requirements and can be emailed to ****************************************************************************:
  
  Official document.
  Recent document
  All pages
  All four corners
  Legible
  
  Our investigation confirms that we were unable to find any previous request that you requested a callback prior to December 6, 2024. We have thoroughly reviewed all relevant communication on your account and can confirm that your account was handled according to company policy.  As previously mentioned, the address cannot be updated until we receive the required documents, as such, we will be unable to grant your request to reissue a new card.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  Sincerely,
  
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29th I made a payment and this company is refusing to credit my account. I spoke with 3 different people and all 3 gave me different dates on when it will be credited the latest being today Dec 6th. Avant website clearly states Avant credit card payments made before 4 PM on business days are credited to the account the next business day. Payments made after 4 PM or on weekends and holidays are credited to the account in two business days. My credit union confirmed 5 days ago that the payment had already cleared on their end. Avant still refuses to credit my account and they continue to refuse my request to speak to supervisor. They will keep you on hold for hours and then hung up on you.

  

  Business Response

  Date: 12/18/2024

  Dear ***** *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that you were approved for a WebBank-issued AvantCard via the Avant Platform on March 1, 2022. WebBank is the credit issuer for the Avant platform, where Avant operates as the program's administrator and servicer.

  Avant has received your complaint, in which you stated that you made a payment on November 29, 2024, and we are refusing to credit your account. You claimed to have spoken with multiple people and were given three different dates on when your payment would be credited, the latest being December 6, 2024. You mentioned that our website clearly states that Avant credit card payments made before 4 PM on business days are credited to the account the next business day, and payments made after 4 PM or on weekends/holidays are credited to the account in two business days. You went on to say that you were being refused to speak with a supervisor, placed on hold for hours, and then hung up. You are requesting that the amount paid be credited.

  On November 29, 2024, you scheduled a credit card payment of $299.38 from your bank account ending in *3171. This was later followed by an email communication titled Your AvantCard Payment Has Been Received," sent to the email address on file, ***************** on November 30, 2024. This email advised you that it may take up to 1-10 calendar days for your payment to be reflected in your available credit. Note that your payment was scheduled to be applied to your available credit on December 7, 2024.

  Please be aware that while we generally strive to make funds available the next day, payment amounts may be held from the available credit limit for a slightly longer period in order to ensure that submitted payments are processed properly. Payments are reflected in your available credit within one to ten calendar days from when they are applied. However, you will receive credit for making the payment on the date indicated on your customer dashboard.

  After reviewing all relevant communications, our specialists provided you with incorrect information regarding the timeframe for updating your payment of $299.38, made on November 29, 2024, to your available credit. We have taken the necessary steps to ensure that this issue does not happen again, which includes providing additional training for our support team. Please be advised that we found no evidence indicating that you were refused access to a supervisor. When you requested to speak with a supervisor on December 6, 2024, you were informed that none were available and were given the option to wait, which you declined. You subsequently indicated your intention to file a complaint, and the call was then disconnected. We sincerely apologize for the extended hold time you experienced during this interaction; however, we found no evidence to support that you were placed on hold for hours.

  As outlined on the **** page of our website, if a customer initiates a payment before 5:00 PM CT on a given day, the customer will receive ********************** for making the payment that day. However, the payment itself may be pending until the funds are received and cleared by the customer's financial institution. Once the payment clears, the customers current balance will be adjusted to reflect the payment amount theyve initiated. This information did not inform you that your payments would be credited to your available credit the next business day.

  Our records confirm that your payment of $299.38 was successfully posted to your account on November 29, 2024, and was made available for use toward your available credit effective December 7, 2024. 

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22651326
  
  I am rejecting this response because: they lied in their response they will not give you a supervisor they always say we have no one available they will call you back NO ONE EVER CALLS BACK. Also they never ever apply your payment to your account until 10 business days after you make a payment. Terrible customer service terrible practices!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/26/2024

  Dear ***** *******,
  
  We are in receipt of your rebuttal with the Better Business Bureau Complaint ID #********. 

  You have rejected our previous response, alleging that Avant lied and refused to provide a supervisor. They always claim no one is available and promise a callback that never comes. Additionally, Avant never applies payments to your account until 10 business days after they are made. The customer service and practices are terrible.

  We understand your frustration, and we apologize for any inconvenience. Our supervisors are often assisting other customers, which can make them temporarily unavailable. If they cant take your call right away, we schedule a callback to ensure they can speak with you when they are free. We do our best to reach out as quickly as possible, and we appreciate your patience while we work to assist you.

  As communicated previously, while we generally strive to make funds available the next day, payment amounts may be held from the available credit limit for a slightly longer period in order to ensure that submitted payments are processed properly. Payments are reflected in your available credit within one to ten calendar days from when they are applied. However, you will receive credit for making the payment on the date indicated on your customer dashboard.

  As outlined on the **** page of our website, if a customer initiates a payment before 5:00 PM CT on a given day, the customer will receive ********************** for making the payment that day. However, the payment itself may be pending until the funds are received and cleared by the customer's financial institution. Once the payment clears, the customers current balance will be adjusted to reflect the payment amount theyve initiated. This information did not inform you that your payments would be credited to your available credit the next business day.

  Our records confirm that your payment of $299.38 was successfully posted to your account on November 29, 2024, and was made available for use toward your available credit effective December 7, 2024. 

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************