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:11/18/2023

  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 for a loan on October 28th. The loan was approved a week later even though I was told it would only take a few days at most. Once it was approved I was told I would receive the funds by the end of the day November 8th, I did not receive any funds. Come to find out my bank account number was incorrect even though they are supposed to have instant bank verification. I called on the 9th to correct the account number and I read it to the lady 3 times and she read it back to me I was told the application would be instantly approved after waiting 3-5 days for the funds to return to them and that I would receive them the next business day after that. I did not receive any funds because the lady entered me account number in backwards. So I call again a few days ago and was told the same thing wait 3-5 days for the funds to return and then they will send me a new application that will be instantly approved and I will receive the funds by Monday evening on November 20th. It is now November 18th only 1 day after I signed the last contract and they are now saying the contract expired at 11:20 pm last night even though it was signed around 2pm. Opp loans is now telling me I have to wait until tomorrow to reapply and that because it was an expired application that this time it will not be instantly approved and there is no guarantee of approval at all if it is approved I should receive the funds by Monday and if its not approved before then I will not receive them until after the 24th because of the holiday. Opploans claims to have overnight or same day funding but it has been almost a month and I am yet to see a dollar. It has been day after day of going back and forth on the phone with them.

  

  Business Response

  Date: 11/29/2023

  November 29, 2023
  
  Re: BBB Complaint: ********
  
  Dear *******************************,
  This is the response of Opportunity Financial,LLC ("OppFi") to the Better Business Bureau (BBB) complaint referenced as ******** (the Complaint) made on November 18, 2023. In the Complaint, you assert that you applied for a loan on October 28, 2023, and were approved a week later even though you were told it would only take a few days at most. You then found out your bank account number was incorrect even with instant bank verification. You called to correct the number and were advised the application would be instantly approved after waiting three (3) to five (5)days for the funds to return and you would receive the funds the following business day. Furthermore, you did not receive any funds because the account number was entered incorrectly a second time. You then called back and were advised again to wait three (3) to five (5) days for the funds to return, a new application would be sent, which would be instantly approved, and you would receive the funds by Monday evening on November 20th. Then on November 18, 2023, you were notified that the contract expired, and you would have to wait till November 19, 2023, to reapply and it would not be instantly approved and there is no guarantee of approval. You further state the process has taken over a month with daily calls. For a resolution, you have requested OppFi to finish the job.
  ********************* (FEB) is an ****-insured, **** chartered bank. FEB contracts with OppFi to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship, FEB is the lender and OppFi is the technology provider. FEB originates the loan and provides funds to the consumer. OppFi is contracted to provide the application platform facilitating loan origination for FEB, as well as services the loan on behalf of FEB after the origination.As a ****-insured, **** chartered bank, FEBs ********** regulators are the **** and **** Department of Financial Institutions.
  At OppFi, we take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records,you received one (1) loan from FEB using the OppFi platform, which was approved on November 19, 2023.
  In the Complaint, you assert that you applied for a loan, but due to an incorrect account number the funds were returned twice. Then on November 18, 2023, you were notified that the contract expired,and you would have to wait until November 19, 2023, to reapply and it would not be instantly approved and there was no guarantee of approval. You further state the process has taken over a month with daily calls.
  In response to the Complaint, we thoroughly researched the matter, and according to our records, you applied for a loan on October 28, 2023, in the amount of $1,000.00. Between November 3, 2023, and November 19,2023, you had multiple calls with OppFi to check on the status of the loan and to inquire when funds would be received. You also spoke with a supervisor on November 18, 2023, and November 19, 2023.
  On November 9, 2023, you called in to say your loan was approved on Tuesday and you were supposed to receive funds by the end of day yesterday, but you did not receive them. The representative asked for the bank information, and you only had part of the account number. The representative suggested you contact your bank to see if they received the funds and to obtain the full bank account number. You called back that same day to provide the full bank account number, and it was determined the account number on file was incorrect. At that time, it was advised that once the funds are returned, we can update the account number and have you sign a new contract. It was advised this *** take three (3) to five (5) days for the funds to return.  
  On November 15, 2023, you called in to inquire if funds have been received back. The representative confirmed that the funds were received back, your bank account information was verified, and she would be sending a new contract which you signed while on the phone. You were advised to monitor your email and text messages for the next step. That same day you called back to confirm the bank account number and it was determined again that the account number was wrong. The representative confirmed the entire account and routing numbers and advised you to resign the contract before being approved and receiving funds. OppFi also received correspondence from you on November 15, 2023, regarding the same concern, which was responded to on November 20, 2023.
  On November 17, 2023, you called as you received an email to call as the funds were returned. Your account and routing numbers were confirmed again, and you were advised you should receive the funds by Monday.
  On November 18, 2023, you called and stated you applied about a week ago but did not receive funds due to an incorrect account number. You corrected it, the funds were returned, you signed the new contract and were told funds would be deposited by Monday. However, now when you go back, it says your application has expired and you can reapply tomorrow. You inquired how that could be when you signed the contract when you received it. The representative advised it was not sent for review within the timeframe as the deadline was missed. You said you were told on Monday that if it is signed before twelve (12) it will be deposited the next business day. You also received an email stating to make a payment on the 24th. The representative advised that is void. You asked if you had to wait another three (3) to five (5) days and was advised that you would need to submit a new application, but we can have the documents transferred over to the new application. You stated this has been happening for over a month and this is the 4th time you will have to sign something. The representative apologized and advised you would need to reapply via the portal tomorrow and if approved tomorrow, you would receive the funds by Monday.
  On November 18, 2023, you called once again and requested to speak with a supervisor regarding the application process. The supervisor advised she could expedite the process to have Underwriting review it right away after the application is submitted. It was determined that the system would allow you to apply after 11:13 pm CST. Also, if you were willing to call back tomorrow, the supervisor could migrate everything over to the new application, preventing you from having to fill out all the information again.It was advised at this time that the new application would need to go through a small verification process, so we cannot guarantee approval. You stated you would call tomorrow morning.
  On November 19, 2023, you spoke with the same supervisor who again verified your checking and routing numbers, migrated the documents over to the new application and requested you email your bank statement. The supervisor advised she will have Underwriting manually review the documents. Once successful, the next step would be to review and sign the contract and the supervisor will call or send a text with an update.
  Regarding the requested resolution, to finish the job, we can confirm that your loan ending in ******** was approved on November 19, 2023, and the funds were deposited into your bank account on November *******. Congratulations on the new loan. We hope this news brings you relief after a potentially stressful application process. We apologize for any inconvenience the application process *** have caused.
  We hope this resolves all concerns, but if you have additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

• Initial Complaint

  Date:09/22/2023

  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 received a text saying I could refinance my loan. I went to the website, and attempted to log in, and the page looks like a GeoCities site from ****. I still tried to log in, but all that does is reset the page.I've told OppLoans about this before, but they have been unhelpful when I explained that their site cannot be logged in to. I guess you don't want my money then?

  

  Business Response

  Date: 09/27/2023

  September 27, 2023
  
  Re: BBB Complaint: ********
  Dear *****************************,
  This is the response of Opportunity Financial,LLC ("OppFi") to the Better Business Bureau complaint referenced as ******** (the Complaint) made on September 22, 2023. In the Complaint, you state that you received a text message advising you could refinance your loan, you went to the website but are unable to login. You also state you have reported this before. For a resolution, you have requested that the website be fixed.  
  ********************* (FEB) is an ****-insured, **** chartered bank. FEB contracts with OppFi to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship, FEB is the lender and OppFi is the technology provider. FEB originates the loan and provides funds to the consumer. OppFi is contracted to provide the application platform facilitating loan origination for FEB, as well as services the loan on behalf of FEB after the origination.As a ****-insured, **** chartered bank, FEBs ********** regulators are the **** and **** Department of Financial Institutions.
  At OppFi, we take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records,you received one (1) loan from FEB using the OppFi platform. You also submitted an application on September 22, 2023, for a loan amount of $1,900.00, which is currently pending as the contract requires your signature.
  In the complaint, you state that you received a text message advising you could refinance your loan, you went to the website but are unable to login. You also state you have reported this before. We are very sorry to hear that you are having difficulties attempting to access our website, as a valued customer this is not the experience, we wish for you to have.
  Our records indicate that on September 22, 2023,we received correspondence from you which advised you were unable to login, and you provided a screenshot of the site and what you were seeing. A response was sent to you on September 25, 2023, which advised, When attempting to access our site, we recommend utilizing ****** Chrome via a laptop or desktop computer for the best experience. Additionally, based on your screenshot, your issue may be stemming from internet connectivity issues. If you continue to experience difficulties,please contact us at *************.
  
  After reviewing your account, we can confirm that you successfully logged in to your online account on September 22, 2023, and then again on September 26, 2023.
  
  Regarding the requested resolution that the website be fixed, we have not identified any issues with our site at this time.As previously advised, if you continue to experience difficulties, please contact us at ************* so we may assist you with troubleshooting and gaining access to your online account.
  We hope this resolves all concerns, but if you have additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

• Initial Complaint

  Date:08/06/2023

  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 started a loan application through oopsloan, changed my mind and stopped. They kept texting and emailing asking to finish my application which I never did, just to receive emails days later saying I was not approved when I never went through with it. I attached pictures to show both claims.

  

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  Re: BBB Complaint ********
  To whom it may concern:
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau complaint referenced as ******** (the Complaint) made by *********************** on August 7, 2023. In the Complaint, you state that you changed your mind about continuing with the application process, however you received a declined notice.  For resolution, you are requesting a correction to your credit report.  
  We take all Complaints seriously, as we strive to provide exceptional service at every touchpoint. Creditors may contact an applicant promptly if additional information is needed from the applicant to complete the application, and the application may be denied because the applicant failed to provide the required verification information.  Our investigation has yielded the following facts.  ***********************, you applied for a loan in the amount of $5,500.00 from ********************* using the OppFi platform on July 22, 2023. You completed the initial phase of the application by submitting the information needed to evaluate your eligibility for a loan including, for example, your personal, employment and banking information. Your application therefore progressed to a verification stage where we needed additional information to verify the banking information you provided. Beginning on July 22, 2023, we sent you several reminders to complete your bank verification.  You did not respond to these emails, and you did not inform OppFi that you wanted to withdraw the application.  The application expired on August 2, 2023, as stated in several reminders that we sent to you; and you received a Notice of Adverse Action on August 3, 2023. 
  Regarding the requested resolution to make corrections to your credit report, please be advised that due to the application expiring, OppFi has not reported the account to the credit bureaus.  The application expiring will not hinder your ability to apply with OppFi in the future.  OppFi welcomes you to reapply.  Thank you for considering OppFi.
  
  We hope this resolves all your concerns, but if there are additional questions,please reach out to OppFi at ************** or me directly at *********************************.
  
  Sincerely,
  ***********************
  Regulatory Complaints Associate
  Opportunity Financial, LLC
  
  
  
  

• Initial Complaint

  Date:04/04/2023

  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 received a prequalification letter from Opp loans, inviting me to apply for a personal loan. I did try to apply for the loan. However, I was denied without explanation. I called the one 800 number on the back of the flyer, and I spoke with a representative to ensure that the application was processed and that the result was a denial, since I did not receive a denial letter or information insinuating one would be sent in the mail.After confirming with the representative, I inquired how they determined I was pre-qualified. She stated to me that the flyer sent out in the mail is a generic flyer that has no actual pre-qualification determination prior to being sent out. I checked the back of the flyer and saw in the prescreen and opt out notice that the prescreen offer of credit is based on information and your credit report, indicating that you meet certain criteria.In the event that this is a predetermined pre-qualified offer as stated on the flyer, the customer service team needs additional training and how they present things to their potential clients.In the event, this is a generic flyer, as stated on the call, it is extremely unethical and misleading to send this out as a pre-qualification when it is not.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  Re: BBB Complaint: ********
  
  To Whom it may concern,
  This is the response of Opportunity Financial (OppFi) to the Better Business Bureau complaint #******** (the Complaint) made by *********************** on April 4, 2023. In the Complaint, **************** asserts that she received a prequalification letter from OppFi inviting her to apply for a personal loan and was denied without an explanation. **************** also states that during a call with OppFi she was advised that the flyer is a generic flyer that has no actual pre-qualification determination. However, the actual flyer states that the offer of credit is based on information and her credit report, so this is unethical and misleading. For a resolution, **************** is requesting for a modification/ discontinuance of an advertised claim, to be contacted, and a correction to her credit report.
  Please be advised that ********************** (CCBank) is a **** state-chartered bank with the ************************************* (FDIC) as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the *************. CCBank contracts with OppFi to offer small-dollar installment loans to consumers. In this relationship, CCBank is the lender and OppFi is the technology provider. OppFi is contracted to provide the application platform facilitating loan origination for CCBank, as well as services the loan on behalf of CCBank after the origination.
  As a valued customer this is not the impression, we wish for **************** to have about the company. At OppFi, we take all complaints seriously as we strive to provide exceptional service at every touchpoint. In response to the Complaint, we thoroughly researched the matter, and according to our records, **************** applied for a loan from CCBank using the OppFi platform. This loan (the subject of this complaint) was denied.
  We understand Ms. ******* frustration with regard to receiving these preapproved marketing materials. However, a pre-approvalis still subject to our verification of Ms. ******* identity and credit information. OppFi will not extend credit if consumers do not meet the pre-established criteria. After further review, we regret to advise that we were unable to move forward with Ms. ******* application. For additional information, **************** should reference our email labeled Notice of Adverse Action. **************** will be receiving this email within 30 days of our application decision.
  Regarding Ms. ******* requested resolution for a modification/ discontinuance of an advertised claim, please be advised we have updated Ms. ******* contact preferences to reflect her request to no longer receive offers via email, postal mail, and text messages. To have **************** removed from future pre-screened offers, we ask that she please contact ****************. They can be reached via telephone at **************. **************** may also write to **************** *** at P.O. Box ****, **********, ******* 33578.
  Regarding the request for a correction to her credit report, we are unable to do so. Please be advised that when consumers apply through the OppFi website, OppFi pulls their credit report to provide consumers with a loan offer. This soft inquiry will not be visible to third parties and will not impact consumers FICOcredit scores.
  We hope this resolves all concerns, but if *************** has any additional questions, please reach out to OppFi at ************* or me directly at **********************************.
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19896890
  
  I am rejecting this response because:
  
  I would like acknowledgment that the call was reviewed and that incorrect information was given to me by the representative. I would also like for the advertisement and training to be revisited. The pre approval and denial werent the issue, it was the misinformation given to me as a consumer.

  
  

  
  

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

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  Re: BBB Complaint: ********
  
  To Whom it may concern,
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau regarding a rejection to our response on Complaint referenced as ******** (the Complaint) made by *********************** on April 10, 2023. In the rejection, **************** expresses frustration regarding the call that took place and wants confirmation that the call was reviewed as she believes incorrect information was given. *************** would also like the advertisement and training to be revisited.
  At OppFi, we take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the rejection, we understand that **************** feels she was given incorrect information and we understand her frustration with being denied an offer of credit after receiving pre-qualified marketing materials.
  We have reviewed the call which took place on April 4, 2023. **************** called OppFi to say she received a prequalification in the mail and tried to apply online but was routed back to the login screen and wanted to know if the application was processed. The representative advised that the application was submitted but it was denied. **************** wanted to know what determined the pre-qualification.The representative advised that it is a flyer that is sent to potential customers who may want to apply for a loan. **************** asked how the pre-qualification is determined. The representative advised it is not a determination.
  A pre-qualificationis still subject to our verification of Ms. ******* identity and credit information. OppFi will not extend credit if consumers do not meet the pre-established criteria. We would like to provide **************** with some insight into our approval process. As a potential customer, it is not our intention to mislead her, this is not the experience we wish for her to have.
  Please be advised that eligibility to apply doesn't always guarantee approval. Pre-qualified means that you meet our initial requirements but are still subject to our verification of your identity and credit information. OppFi will not extend credit if you do not meet our pre-established criteria, meaning: (i) you are a U.S. citizen or permanent resident; (ii) are 18 years old (19 in AL and NE);(ii) reside in a state OppFi operates in; (iv) have direct deposit for your income source (********** residents are exempt from this requirement by law);(v) your verified income supports your ability to repay; and, (vi) meet our verification standards.
  Regarding Ms.******* requested resolution to have the advertisement and training to be revisited, we are truly sorry to hear that **************** feels that incorrect information was given to her as it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. We will share Ms. ******* experience with a member of our management team for further review.
  We apologize for any inconvenience **************** may have experienced during the loan application process and hope this resolves all concerns, but if **************** has any additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

• Initial Complaint

  Date:04/01/2023

  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 was late one time! And they racked up the fees and the interest rate! I been paying on it. And seems like my loan hasn't been going down.

  

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  Re:BBB Complaint ********
  
  To Whom It May ********
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau Complaint referenced as ******** (the Complaint) made by *************************** on April 1, 2023. In the Complaint, **************** states that she was late one time and was assessed fees and interest and the balance of her loan is not decreasing. For a resolution, she has requested a billing adjustment.
  ********************* (FEB) is an ****-insured, **** chartered bank. FEB Bank contracts with OppFi to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship, FEB is the lender and OppFi is the technology provider. FEB originates the loan and provides funds to the consumer. OppFi is contracted to provide the application platform facilitating loan origination for FEB, as well as services the loan on behalf of FEB after the origination. As a ****-insured, **** chartered bank, FEBs ********** regulators are the **** and **** Department of Financial Institutions.
  At OppFi,we take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records, **************** has received three (3) loans from FEB using the OppFi platform. One loan (the subject of this complaint) is currently past due in the amount of $747.24. The other two (2) loans were refinanced.
  **************** secured her most recent loan on September 12, 2022, in the amount of $1,400.00 which required a total of forty (40) weekly payments in the amount of $62.27, with the first payment due on September 23, 2022. *************** has made sixteen (16) successful payments of $62.27, and four (4)unsuccessful payments that were returned due to insufficient funds. Her loan remains active with an outstanding past due balance.
  In the complaint **************** states that she was late one time and was assessed fees and interest, and the balance of her loan is not decreasing. Please note, OppFi does not charge late fees, however, payments may be reported if the past due payment is over 30 days late.
  OppFis credit reporting team received two (2) indirect disputes from **************** between November 16, 2022, and April 2, 2023, regarding the current balance and/or the amount past due. OppFis credit reporting team responded to both disputes and found all information to be accurate. **************** was previously reported late as of December 31, 2022, due to missing her November 11, 2022, payment, and OppFi has confirmed that all information being reported to her credit report is accurate.
  As interest is added to the loan daily, **************** may see fluctuations and increases in her balance day to day. However, all the interest **************** is scheduled to pay has already been calculated and divided among the 40 payments she agreed to make. At the beginning of her loan, she will notice more of her payment is applied towards interest, however as she continues to make her payments on time as scheduled, the balance will start to diminish. Currently,her account is reflecting past due in the amount of $747.24 due to missing the following payments, September 30, 2022, October 28, 2022, November 11, 2022,and November 18, 2022. Please be advised that missed payments will cause the loan to accrue additional interest and extend past the original maturity date. If an installment is missed, missed interest will be satisfied first on the next successful payment.
  Regarding ****************** requested resolution for a billing adjustment, we are unable to do so as stated above, interest is accrued daily,and her balance is accurate. If **************** would like to discuss her options for bringing the loan current, we ask that she contact OppFi directly at **************.
  We hope this resolves ****************** concern, but if there are additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19883262
  
  I am rejecting this response because:
  

   

   

   

  Sorry I just now seen this! No it has not been resolved! I been paying every week and my loan has not dropped down at all!
  

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

  

  Business Response

  Date: 04/27/2023

  April 27, 2023
  
  Re:BBB Complaint ********
  
  To Whom It May ********
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau regarding a rejection to our response on Complaint referenced as ******** (the Complaint) made by *************************** on April 1, 2023. In the rejection, *************** states that her concern has not been resolved, she has been paying every week, and the balance of her loan is not decreasing. It appears there may have been an attachment provided, but we were unable to open or view the attachment. 
  At OppFi,we take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the rejection, we understand that *************** does not believe her concern has been resolved as her balance is not decreasing after making weekly payments.
  During our investigation, it was determined that **************** sent a substantially similar complaint on April 8, 2023, which was responded to on April 14, 2023.We reiterate some of that response below as well.
  *************** secured her most recent loan on September 12, 2022, in the amount of $1,400.00 which required a total of forty (40) weekly payments in the amount of $62.27, with the first payment due on September 23, 2022. If all payments were made on time as scheduled, ****************** loan was set to mature on June 23, 2023.**************** has made seventeen (17) successful payments of $62.27, and five (5)unsuccessful payments that were returned due to insufficient funds. The five (5)payments that were unsuccessful were for the following payments: September 30,2022, October 28, 2022, November 11, 2022, November 18, 2022, and April 7,2023.
  After further review, we can confirm five (5) payments were missed in December 2022:  December 2, 2022, December 9, 2022,December 16, 2022, December 23, 2022, and December 30, 2022. As well as three (3) payments in January 2023: January 6, 2023, January 13, 2023, and January 20, 2023. ***** communications were sent to **************** regarding the missed payments and her account status.  Please be advised that missed payments will cause the loan to accrue additional interest and extend past the original maturity date. As of April 27, 2023, ****************** loan is currently past due in the amount of $808.51 due to missed payments.
  In the complaint **************** states that she has been paying on her account every single week and her loan has not been adjusted. OppFis credit reporting team received two (2) indirect disputes from **************** between November 16, 2022, and April 2, 2023, regarding the current balance and/or the amount past due. OppFis credit reporting team responded to both disputes and found all information to be accurate. **************** was previously reported late as of December 31, 2022, due to missing her November 11, 2022, payment, and OppFi has confirmed that all information being reported to her credit report is accurate.
  Furthermore,in our previous response, we advised, as interest is added to the loan daily, *************** may see fluctuations and increases in her balance day to day. However, all the interest **************** is scheduled to pay has already been calculated and divided among the forty (40) payments she agreed to make. At the beginning of her loan, she will notice more of her payment is applied towards interest,however as she continues to make her payments on time as scheduled, the balance will start to diminish. As advised above, missed payments will cause the loan to accrue additional interest and extend past the original maturity date. If an installment is missed, missed interest will be satisfied first on the next successful payment.
  Regarding ****************** previous requested resolution for a billing adjustment, we are unable to do so as stated above, interest is accrued daily,and her balance is accurate. If **************** would like to discuss her options for bringing the loan current, we ask that she contact OppFi directly at **************.
  We hope we were able to provide some clarity and this resolves ****************** concern, but if there are additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19883262
  
  I am rejecting this response because:

   

  They charged me over $800! Just for 5 missing payments. I had cancer. I had to miss few days of work.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/31/2023

  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 requested a refinance and it was not low as advertised so I requested to rescind and told to return dispursal Which I did and it cleared my bank now am told it may not be enough to rescind. This is very misleading and wrong.

  

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Re: BBB Complaint: ********
  
  To Whom it may concern,
  This is the response of Opportunity Financial (OppFi) to the Better Business Bureau complaint #******** made by *********************************** on January 31, 2023. In the Complaint, ************************ asserts that the refinance was not as low as advertised, she tried to rescind, but is now being told the amount may not be enough. For a resolution, ************************ is requesting for a billing adjustment.
  At OppFi, we take all complaints seriously as we strive to provide exceptional service at every touchpoint. In response to the Complaint, we thoroughly researched the matter, and according to our records, *********************** has received seven (7) loans from ********************** (CCBank) using the OppFi platform. Two refinance loans and four reloans. As of February 8,2023, the most recent loan (the subject of this complaint) was showing current,with an active balance owing.
  ************************ obtained her most recent loan on January 25, 2023, in the amount of $2,400.00 which required a total of forty (40) weekly payments in the amount of $105.88,with the first ACH payment due on February 3, 2023.
  ************************ contacted OppFi on January 30, 2023,and advised she was told that in order to rescind the loan; she would need to submit the disbursement back to OppFi. However, it did not look like the account was updated back to the original contract. ************************ further advised the payment she made just went through that morning. The representative advised the payment must clear first and it takes three business days to clear.Once the payment clears, the system will automatically update the status to rescind. It was also communicated that OppFi typically requires that customers use a debit card, as the payment would clear immediately. However, since *********************** used ACH and it was just processed today, we would still need to allow time for the payment to clear.
  ************************ contacted OppFi again on January 31,2023, to confirm if her payment cleared and stated she paid back the disbursement amount plus an extra dollar, $1,361.00. The representative advised even though the payment was processed yesterday, we still have to wait three to five business days to make sure the payment clears. ************************ stated she sent proof from her bank. The representative reiterated that payments made via debit card would clear right away. However, because an ACH payment was made, OppFi would still have to wait three to five business days to make sure the payment clears.
  In the complaint, ************************ asserts that the refinance was not as low as advertised, she tried to rescind, but is now being told the amount may not be enough. We have confirmed that ************************ did rescind her loan application ending in ******** within the allotted five days after origination, as such, the loan now shows rescinded. Please note, after rescinding the approved refinance loan application, Ms. *********** prior loan will be reopened,and payments will be moved back over to that loan ending in ********.
  Furthermore, on February 3, 2023, while awaiting the payment to clear, OppFi processed the first installment per the contractual agreement via ACH in the amount of $105.88. As ************************ did rescind the loan within the five days after origination, a refund of $105.88 is being processed and will be refunded to ************************ by February 14, 2023. On February 7, 2023,***** attempted to contact ************************ in order to expedite the processing of the refund. However, it was discovered that ************************ is on the Do Not Contact List, and therefore we are unable to contact her. At this time, if ************************ would like to expedite the processing of the refund, we ask that she contact OppFi directly to discuss the matter as we would require a bank statement showing the cleared payment in the amount of $105.88.
  Regarding the requested resolution, Ms. *********** loan has been rescinded, and a refund will be sent for the payment taken via ACH in the amount of $105.88.
  We hope this resolves all concerns, but if you have additional questions, please reach out to OppFi at ************** or me directly at **********************************.
  ****************************************
  Regulatory Complaints Analyst
  Opportunity Financial, LLC

• Initial Complaint

  Date:10/07/2022

  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.

  Opp loans continues to add $200 to my balance each month when I am close to paying down my loan. I inquired about it on this last week and was told by a supervisor that the loan was accruing that amount of interest every month. I told this supervisor I want all my money back from being overcharged as this is highway robbery against customers.They also lie to you about your account. I was told my payment was deferred until the next month by a rep and then 3 days later received an email saying I missed a payment. This place is crooked as ever operated by thieves. What I do know is that I want all my money back from being overcharged each month. No one should be paying interest like that.

  

  Business Response

  Date: 10/11/2022

  September 23,2022
  Re: BBB Complaint: ********
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau complaint referenced as ******** (the Complaint) made by ************************* on October 7, 2022. In the Complaint, ************ asserts that OppFi has added an additional $200.00 to her balance each month. She also states that she was misinformed about payment for October and is being told different information. For resolution,she is requesting for her account to be adjusted for overcharges on her account.
  At OppFi, we take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the complaint, we thoroughly researched the matter, and according to our records, ************ has received eight (8) loans from OppFi. One loan (the subject of this complaint) is active with an outstanding balance. The other seven (7) loans were either paid off or refinanced.
  ************ received her current refinanced loan on July 30, 2021. The refinanced loan was in the amount of $3,600.00. The proceeds from the refinanced loan were distributed with $638.85 going to the bank account ************ indicated on her refinance application and $2,961.15 was used to pay off her previous loan. The refinanced loan required twelve (12) monthly payments in the amount of $405.62, with the first payment due on September 1, 2021.  *********** made her first contractual payment successfully.
  ************ contacted OppFi on September 24, 2021, stating that she was facing financial difficulties due to COVID-19. She was advised that we can place her on our borrowers assistance program which is good for thirty (30) days if she accepted.This program would allow for ************ to defer her upcoming payment and she could continue to defer any additional payments within thirty (30) days if she contacted within two (2) business days of her contractual due date. ************ agreed, and her October 1, 2021, payment was deferred to the end of the loan term, an email was sent the same day outlining this. She contacted OppFi again on October 27, 2021, to request to defer her scheduled payment due on November 1, 2021, which was moved, and was advised her next scheduled payment was due on December 1, 2021. An email was sent the same day to outline that her payment was deferred, also explaining that the term of her loan may be extended further than was expressed in the original contract and as a result, additional interest may accrue on her loan.
  ************ made her next three (3) payments successfully. Her payment for March 1, 2022, was returned due to her bank account being frozen. She contacted OppFi back on March 3,2022, to advise that she was aware her payment was returned due to the account being compromised and wanted to know if she can defer that payment since it was returned. She was advised that the March 1 payment couldnt be moved, so her next payment was due on April 1, 2022. She understood and stated she would call back to make the payment up.
  ************ made her next seven (7) payments successfully. Her last payment on her account was posted on August 31, 2022, and as of October 11, 2022, her account is past due, which is a combination of interest that was accruing from her deferred payments, her missed payment that was not made up from March 1, 2022, as well as her April and May payments being late.
  In the complaint, ************ asserts that she had an additional amount of money added to her account. Please be aware that due to ************ deferring two (2) payments she was still accruing interest, as well as accrued interest from February 1,2022, through April 27, 2022. This is due to her March payment being returned and never made up, as well as her April 1, 2022, being late. Also, she had no payment made in May and didnt make another payment until June 1, 2022, which caused her loan to accrue additional interest as well as extended the loan past the maturity date. She also missed her October 1, 2022, payment.
  ************ contacted OppFi once again on October 5, 2022, requesting to speak to a manager since she received an email stating that she was delinquent. She was advised that she was delinquent as she had no payment made on October 1, 2022. ************ stated that since she logged into her profile on October 1, 2022, and it showed that she didnt have a payment due until November 1, 2022 and was advised that was her next due date. She was advised that when she logged on October 1, 2022, it will only show her when her next payment would be due, which was November 1, 2022, and she still owed for October 1, 2022.
  Furthermore,OppFis credit reporting team has received no indirect disputes on behalf of *********** regarding her credit reporting.  OppFi has confirmed that ************ is currently being reported as active as of August 31, 2022, and this is reflected with all bureaus.
  Regarding ************** requested resolution to adjust her account from overcharges, we are unable to do so, as there are no overcharges that were added to her account. As mentioned above, ************** account accrued additional interest due to her deferred payments, and due to her missing payments.
  We do apologize for any miscommunication that ************ feels she received. We will be happy to have a manager contact her directly to explain this in full detail as well, if she chooses, we can set up a set time for someone to contact her directly. We hope this resolves ************** concern, but if there are additional questions, please reach out to OppFi at ************** or to me directly at ******************.
  
  Sincerely, 
  *****************************
  Senior Regulatory Compliance Associate
  Opportunity Financial, LLC

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18184880
  
  I am rejecting this response because:
  

  I stayed on the phone with OppLoans for two days over 3 hours going nowhere fast in their explanation of this situation. They deny they lied and overcharged me. I just need all of my money back and I don't want to stay on the phone for 2 more days with them.

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

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  Re: BBB Complaint: ********
  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau regarding a rejection to our response on Complaint referenced as ******** (the Complaint) made by ************************* on October 17, 2022. In the rejection, *********** asserts that she spent hours on the phone with no explanation and wants to be refunded.
  At OppFi, we take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the rejection, we understand that ************ feels she is due a refund and feels she has been overcharged.
  In our previous response,we advised ************ that no additional amount was added to her account, and no refund was due, as the balance increased due to the following: she deferred two (2) payments which interest was still accrued on those payments, as well as accrued interest from missing payment from March, as well as her payments from April and May payments being late. ************** payments are monthly; however,she had no payment for March, therefore she accrued interest from her last payment in February until the next payment was made, which was in April. Also, since no payment was made in May, and the next payment wasnt made until June, this also caused additional interest to accrue as well as extended the loan past the maturity date. ************ also missed her October 1, 2022, payment. As of October 19, 2022, ************ still has an outstanding balance due.
  Regarding ************* requested resolution to refund her account from overcharges, we are unable to do so, as there are no overcharges that were added to her account. As mentioned above, ************** account accrued additional interest due to her deferred payments, and due to missing payments, therefore, there is nothing to refund.
  We do apologize for any miscommunication that ************ feels she received. OppFi has attempted to contact ************ to further discuss this in full detail, however, we have been unsuccessful with our attempt. If ************ would like to provide the best time to contact, OppFi will be happy to contact her directly at that time to discuss further. We hope this resolves ************** concern, but if there are additional questions, please reach out to OppFi at ************** or to me directly at ******************.
  
  Sincerely, 
  *****************************
  Senior Regulatory Compliance Associate
  Opportunity Financial, LLC