Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took money that was promised to not be taken and refused to correct their error. They put my account into overdraft for 1400 dollars. Said to go to my bank to dispute the charge. I spent 18 minutes in the phone to MAKE SURE it wouldn't happen after I paid $100k to them 7 days prior.

  

  Business Response

  Date: 07/25/2025

  Thank you for providing your feedback about your experience. We take these matters very seriously and will be reaching out to you directly to address your concerns. Please feel free to reach out to us with any additional questions.

• Initial Complaint

  Date:06/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the reporting of a charge-off on my credit report (Account name: ********************** LLC) and (Account Number: *********). I believe this entry is inaccurate because I haven't received a 1099-C form from FIGURE LENDING LLC, regarding this account, indicating that the debt was cancelled. After checking my most current report the updated information stated the account was purchased by *********************** this account cannot be reported as a charge off on my credit report if the account was sold to another lender. According to the *** and **** guidelines, when a debt is cancelled and a 1099-C form is issued, the creditor can no longer report this debt as a charge-off. I am requesting a 1099-C form from FIGURE LENDING LLC since this charge-off is appearing on my credit report with deletion on my credit report across all credit bureaus. I request that you investigate this matter and remove the inaccurate tradeline reporting from my credit file. Please delete charge-off account from my credit report immediately. I have proof of account being paid and settled to ********************** with email of confirmation of payment, ID, FTC report, Social Security card, address, self dispute letter concerning this matter, email from ********************** of account being paid including bank statement. Under the Fair Credit Reporting Act, I expect your investigation to be completed within ****************************************** with a written response regarding the outcome of your investigation. Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 07/03/2025

  Thank you for reaching out and providing your feedback. We take these issues very seriously and are reviewing internally to determine the next steps. We will be reaching out to you directly to discuss.

  Customer Answer

  Date: 07/06/2025

   
  I am rejecting this response because:
  Please delete the Figure Lending LLC tradeline from my credit report immediately, after my evidence provided. This is in violation of the ****, *** and my rights. 

  

  Business Response

  Date: 07/08/2025

  We have reached out to you directly to provide you with information to address your concerns. Please feel free to contact us directly with any additional questions.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing False Credit Reporting by Figure Lending To Whom It May Concern,I am filing this complaint to formally document and publicly warn others about the harmful practices of Figure Lending, LLC regarding credit reporting and account transparency.I paid off my loan in full, yet Figure continues to report an incorrect balance to the credit bureaus. Their own staff has admitted that the loan reflects a $0 balance internally, but their public-facing dashboard still shows the full balance due. They blame their former servicer, Shellpoint, yet ********** has already corrected their report on at least one bureau proving that Figure has what they need to resolve the issue.This inaccuracy is damaging my credit score and impacting my financial reputation. I have filed multiple disputes with the credit bureaus and several formal complaints with the ****. Despite that, Figure refuses to update the record or take accountability.Ive provided all supporting documentation, including proof of payment and confirmation from customer service. This is either gross negligence or intentional avoidance either way, its unacceptable.I am requesting that Figure:Immediately update the account to reflect a $0 balance Correct the credit reporting across all bureaus Provide written confirmation of the correction Until then, I strongly caution other consumers. Even after paying off your loan, Figure may continue to report false information, hurting your credit long after your final payment.Sincerely,**** *****

  

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and providing your feedback. Figure sent notification that your accounts were transferred to Specialized Loan Servicing in January 2024. Since that time, they have been responsible for reporting your credit. We are sorry for your experience, but you will need to contact your new servicer directly to resolve this issue. If you should have any questions, please feel free to contact us.

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because:
  
  Thank you for your response. However, your position is incorrect and fails to address the core issue. This complaint is not about Shellpoint it is about Figure Lendings ongoing, inaccurate credit reporting under your own name.
  
  Here are the facts:
  1.Figure Lending is currently listed as the furnisher of data on my credit reports, not Shellpoint.
  ***** are reporting an unpaid balance under your own tradeline, even though your internal system according to your own staff reflects that the loan is paid in full.
  3.Shellpoint has already corrected their portion of the reporting on at least one bureau, which clearly shows they no longer claim responsibility for the tradeline.
  4.Figure has not corrected the tradeline still showing a full unpaid balance under your name, which continues to damage my credit.
  
  The fact that the loan was transferred does not absolve you of your legal responsibilities under the Fair Credit Reporting Act (FCRA). As long as your company is furnishing data to the credit bureaus, you are fully responsible for ensuring the information is accurate.
  
  Your current position amounts to deflection, not resolution.
  
  I am again requesting the following:
  Immediate update of all credit reporting under Figures name to reflect the accurate $0 balance and paid/closed status
  Written confirmation that this correction has been made
  Removal of any remaining derogatory remarks
  
  If this is not resolved promptly, I will escalate the matter through legal channels and additional regulatory complaints for willful noncompliance with the *****
  
  Sincerely,
  **** *****
  

  

  Business Response

  Date: 06/06/2025

  Thank you for your feedback. We are sorry for your experience and will be reaching out to you directly to address your concerns.

• Initial Complaint

  Date:05/21/2025

  Type:Order 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 online and was approved for a loan. There was a glitch with Figure's online system, so I contacted support for resolution. They informed me that I would need to reapply because their system does not support corrections (even when it's the fault of their own system). This would result in a 2nd credit inquiry. So I proceeded. Then, the system had another glitch and they again stated that they could not correct it. I was told by TWO separate agents verbally that the loan was FINAL approved at the loan amount of $203,000 and to click continue on my screen. Then the loan amount changed to only $46,000 and the representative said it was a glitch with their system and there was nothing that could be done. I was transferred to "*****" who informed me that the value of my house came back "after the fact"...this would be literally seconds later, and that there wasn't enough value. It was a classic bait and switch and I believe this company to fraudulently lead me to the approval (both online and verbally) and then lower it TWICE. This company should be reported to the **** for fraudulent and misleading practices.

  

  Business Response

  Date: 05/23/2025

  Thank you for your feedback. As an online platform, we are required to verify each aspect of the application with official data and records. During your application process, the system learned that there was an existing mortgage on the property which adjusted the amount of available equity which ultimately reduced the amount that we could offer. We understand that this can be frustrating and apologize for your experience.  If you should have any questions, please feel free to contact us.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Figure Lending used funds from my heloc to pay off a debt with upstart, but upstart did not receive their payment. I have requested for over a month proof of the payment they said was made so it can be researched by upstart, but nobody is able to produce proof of the payment being sent.

  

  Business Response

  Date: 05/23/2025

  Thank you for your feedback. We take these matters very seriously and will be following up with you directly about this situation. If you should have any questions, please do not hesitate to contact us.

  Customer Answer

  Date: 05/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name:FIGURELEND Account #:********* Balance:$27,350.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 05/23/2025

  We appreciate you taking the time to share your concerns, and we apologize for the inconvenience youve encountered. Please know that we take this matter seriously and are currently looking into it. A member of our team will be reaching out to you directly to help resolve the issue. If you have any additional questions or information to share in the meantime, we encourage you to contact us directly.

• Initial Complaint

  Date:05/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home equity loan through figure lending which was opened and funded in December of 2024. I signed up for electronic statements versus mail. I have been unable to access my account since the loan was funded. I have been unable to access my account statements since the loan was funded. I have reported the issue to figure Lending three separate times with the calls to their representatives. All three Representatives assured me that they would note my account and have someone contact me but no one has contacted me. Every time I call the phone number which is the only way to reach anybody, I go through 45 to 50 minutes of troubleshooting, with no resolution to my issue, and still unable to access my account. Every time I try to access my account it asks me to check my email for a one-time password code, which I never get. I have tried multiple times to access my account and I am unable to do so. One of the representatives sent me a test email to confirm that my email is working, and that they have my correct email address. I received the email with a link to try to reset my account but the link did not work. I have been promised by three different Representatives, over the past two months, that they would escalate this to management and have someone contact me to resove this issue. All three Representatives confirmed that I was doing everything right in terms of trying to access my account, but there was something wrong on the technical end on their side that they needed to fix. I am currently unable to see how much money I owe, what my interest rate and terms are, my current balance, and unable to access any of my disclosure statements. I am set up on automatic payment through my bank checking account, and they are withdrawing money for my payments every month but I have no access to my account.

  

  Business Response

  Date: 05/19/2025

  We appreciate your feedback and apologize that your experience hasn't meet your expectations.  We believe that we have identified the cause and will be reaching out to you to discuss the resolution. If you should have any further questions, please do not hesitate to contact us.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company instructed me several times on how to handle principal payments I followed all of their instructions and they still refuse to re-amortize which is in their policy to do so. When I called for assistance I received unfortunatelys and Im sorrys but no customer service was actually provided and I continue to be financially penalized

  

  Business Response

  Date: 05/05/2025

  Thank you for your feedback and we are very sorry for the experience you had. We want to thank you for allowing us to work with you to correct the issue to avoid any further frustrations. If you have any questions or need anything further, please feel free to reach out to us.

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  URGENT DEMAND: Wrongful Collection Activity, Reconveyance Failure, and Credit Harm on Paid-Off Loan #*********** for Figure Lending and Account#********** Complaint filed with the **** This is a formal demand for immediate correction and legal compliance regarding Loan #***********, which was paid off in full prior to Shellpoints servicing transfer, yet is now being wrongfully reported as delinquent and subjected to collection activity.Wire sent by First American Title: March 25, 2025 Amount: $95,648.17 Payee: Figure Lending LLC (via ******** Chase)Wire Reference: ***** **** / Loan #*********** ****/OMAD: 20250325L1B78J1C01238 / 20250325MMQFMP2N06938103251321FT01 On April 17, 2025, Figure confirmed in writing that the payment was transmitted, issuing confirmation number 0327MMQFMP2N031173 Figure Lendings own servicing transfer letter confirms that *********** servicing responsibilities began on March 4, 2025 Accordingly, Figure bore sole responsibility to:Apply the payoff in full satisfaction of the loan;Notify and coordinate with Shellpoint as incoming servicer;Duty to record a Reconveyance Deed with Orange County Recorders Office under California Civil Code 2941(b), which Figure has not.BOTH Shellpoint and Figure Mortgage Servicing are currently:Treating the loan as active and delinquent;Failing to record the mandatory Reconveyance Deed.Both Figure and Shellpoint are now in violation of California Civil Code 2941(b), which requires that a reconveyance deed be recorded within 21 calendar days of loan satisfaction.?? DEMAND Within 5 business days, I demand the following:Joint written confirmation from Figure Lending and Shellpoint that the loan has been paid in full.Immediate correction of all internal records, removing any notation of delinquency or collection.Reversal of all derogatory credit reporting, retroactive to the date of wire receipt (March 25, 2025). Recording of the Reconveyance Deed with the Orange County Recorders Office.

  

  Business Response

  Date: 04/28/2025

  Hello,

  
  We appreciate your feedback and apologize for the issue you experienced. We take this matter seriously and assure you that we are actively addressing your concerns. Someone will reach out to you directly to resolve the issue.  If you have additional questions or concerns, please contact us directly using the information below.

  
  Thank you,
  **************************************************************
  ************

  Customer Answer

  Date: 04/28/2025

   
  I am rejecting this response because: I have tried calling your office repeatedly. Your office phones disconnect while I am placed on hour long holds by staff. I have requested that ***** call me back and she has not called me back nor has any of the staff. When I spoke to ***** she said in effect that there was nothing she coud do about it. The collection actions from zshellpoint have been escalating and my flawless payment history is at risk along with my credit causing me irreparable harm. I told you this would happen and you chose to proceed any way. You must take action to help, not just acknowledge my correspondence by law. What you are doing is in violation of the law. ***** **** *************
  
  

  

  Business Response

  Date: 04/30/2025

  We apologize that the experience has not met your expectations but we are actively working with you to resolve this situation. We will continue to work until this is resolved. If you have additional questions or concerns, please contact us directly using the information below.
  

  Thank you,
  **************************************************************
  ************ 

  Customer Answer

  Date: 04/30/2025

   
  I am rejecting this response because: The issue is not at all resolved, see attached. I asked ***** to reply to me by today because my loan is accruing interest charges even though paid of in full. As of today, ********** says it will start irreparably harming my credit, which by this response, Figure is fine with. I will hold Figure completely liable because they did not send my payoff immediately to Shellpoint.
  
  

  

  Business Response

  Date: 05/05/2025

  We have been in communication with you and have stated our commitment to continuing to work with you until your concerns are resolved. If you have additional questions or concerns, please contact us directly using the information below.
  

  Thank you,
  **************************************************************
  ************

  Customer Answer

  Date: 05/06/2025

   
  I am rejecting this response because: 
  
  I am rejecting this response because: The business is in violation of multiple laws as I previously told you. By law there are monetary penalties due to me that I have asked for and business has not responded. The business was required to record a reconveyance deed within 2- days of loan payoff. They still have not done so. I have continued to receive collection notices from both Shellpoint and figure on a loan that was paid off. All of these acts are in violation of of the law & have caused me tremendous emotional distress. Please force them to record the reconveyance deed, send me the monies that are due to me for breaking the law and have them force Shellpoint to do the same. Both companies *** me a huge apology. 
  

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. FIGURELEND ACCOUNT no.: ***** DATE OPEN: 11/01/2021 BALANCE: $27,350.00

  

  Business Response

  Date: 04/23/2025

  We appreciate you taking the time to share your concerns, and we apologize for the inconvenience youve encountered. Please know that we take this matter seriously and are currently looking into it. A member of our team will be reaching out to you directly to help resolve the issue. If you have any additional questions or information to share in the meantime, we encourage you to contact us directly.