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:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I withdrew from my program on 3/11/25. The school said the refund would reach Climb within 34 weeks. I followed up repeatedly but was told by Climb that no refund had been received. On 5/9/25, I emailed both the school and Climb. Once both parties were on the same email thread, the refund was processed within daysproving miscommunication or blame-shifting caused delays.Climb repeatedly told me my account would be brought current once the refund was received and that my new monthly payment should be $26.72. On 5/20/25, I made a $26.72 payment even though the ticket to finalize it wasnt approved. I made a second payment in June in good faith, but my account still shows over 90 days past due.I spoke to ********************** (ID: ******* on 7/1/25. She said theres no guarantee my account will be brought current, and I cannot speak to a resolution agent directly. I also had to submit a separate ticket just to request a supervisor callbackwhich still hasnt happened.Despite being told the account would be corrected, Climb has only applied the $26.72 payment while refusing to honor the credit adjustment. This has caused credit damage, ongoing confusion, and unnecessary stress. I have 3 tickets open (support, complaint, escalation)none resolved. I am requesting my account be brought current and all credit reporting corrected.

  Business Response

  Date: 07/14/2025

  Climb always aims to put borrowers first and support their financial and career success through its products and services. Climb is disappointed to hear about the negative experience that the borrower had with Climbs third-party servicing partner, Launch, and its partnered school, ******. Climb works closely with its servicing partners to ensure that communications about its financial products are clear to borrowers.
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, Launch, handles servicing on Climb loans.
  The borrower applied for a loan with Climb via Climbs website on 12/13/2024. During the application process, they confirmed the school and course they wished to enroll in, the financing amount, the repayment terms, and other applicable details. The borrower requested a loan in the amount of $23,699.00. The borrower reviewed the Approval Truth in Lending Disclosure and Master Promissory Note on 12/19/2024 and confirmed the details of the loan, including that the requested loan amount was correct. All Truth in Lending disclosures were presented to the borrower in accordance with Climbs standard process. This includes a four-day rescission period. The promissory note contains an electronic signature, which indicates that all terms and conditions were agreed upon at the time the document was signed. 
  Additionally, Climb sent standard emails to the email address provided by the borrower at the time of the application, including an email with the subject Youve Been Approved! that included the terms of the loan and an email with the subject Your final loan details & estimated repayment schedule, confirming that the borrower took out a loan with the applicable loan documents. On 1/23/2025, ****** confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the tuition was originated to ****** on 1/30/2025.
  When the school submits a refund request, Climb sends the school an invoice with instructions on how to remit the funds. Climb is unable to proceed with completing a refund until the invoice is paid by the school. Refunds can take 30 to 60 days to process. 
  On 3/21/2025, the borrower contacted Launch to inform them that they have withdrawn from the course at ****** and requested to pause loan payments while the borrower works with ****** to facilitate a refund. Launch informed the borrower that they have a 10-day ***** period to make a payment before a late fee would be applied. Launch turned off the borrowers auto-pay to prevent any automatic billing.
  On 3/31/2025, ****** submitted a refund to Climb in the amount of $21,575.46. When the school submits a refund request, Climb sends the school an invoice with instructions on how to remit the funds. Climb is unable to proceed with completing a refund until the invoice is paid by the school. Refunds generally take 30 to 60 days to process.
  
  On 4/16/2025, the borrower contacted Launch to request an update on the refund process and to request postponement of payments while the refund was processed. Launch informed the borrower that they are unable to postpone payments entirely, however they offer an alternative repayment option that allows the borrower to pay $50 a month for three months, with an immediate payment of $50 due to facilitate this option. 
  The borrower contacted Launch again on 4/30/2025, requesting an update on the refund status. The borrower was informed to monitor the refund and contact the school if there was no update within a week. Launch informed the borrower of their balance and that their payments were past due by one month. Launch then informed the borrower to make a $293 payment to adjust the account balance once the refund is processed. Launch also waived the late fee the borrower had accrued at this time as a courtesy.
  On 5/7/2025, the borrower contacted Launch to check on the status of the refund. The borrower informed Launch that the school had processed the refund on 4/28/2025. Launch informed the borrower to contact the school to expedite the refund process and provided an overnight address if the school needed to send a check directly to Launch to facilitate a quicker resolution. 
  The borrower contacted Launch on 5/14/2025 regarding a discrepancy in the refunded amount from OneDay, and that they had not received communication about the refund status at that time. Launch recommended contacting Climb to discuss the refund in further detail.
  No communication was had between the borrower and Climb until  5/15/2025, when the borrower contacted Climb via email to request an update on the refund status. Climb informed the borrower that the invoice had been paid and that the refund was in the final stages of processing. The refund was completed 5/19/2025, reducing the total loan amount to $2,123.54.
  Launch contacted the borrower on 5/14/2025 to discuss the delinquent account. The borrower informed Launch that they were currently awaiting a refund from the school. Launch advised the borrower to have their school added to their account as an authorized user or have the school on a conference call with Launch to resolve the discrepancy in the refund amount.
  The borrower contacted Launch again on 5/20/2025 to ensure the balance was current. Launch confirmed the updated balance of $834.03 with the borrower as well as their updated monthly payment amount of $26.72 that began 5/15/2025. The borrower informed Launch that they are not paying the full total amount due because of the loan adjustments and monthly payment adjustments. They were willing to pay the new $26.72 monthly amount previously advised. Launch submitted a ticket to have the borrowers balance and loan adjustments reviewed.
  On 6/24/2025, the borrower contacted Launch to request an update on their previously requested ticket and an update on their loan balance, as well as requesting to update their balance to current due to the issues receiving the refund. Launch informed the borrower that the ticket was still under review and did not provide a timeline for resolution. Launch advised the borrower to continue making payments of $26.72 monthly.
  The borrower contacted Launch again on 7/1/2025 to request an update on the open ticket with Launch. The borrower expressed concern about their credit score being impacted due to the past due status of the loan. Launch submitted a second ticket regarding the prior ticket having no response, and advised the borrower to escalate further should they receive no response. Launch then transferred the borrower to their escalation team for further assistance. The borrower expressed concerns over the delays with the refund, causing issues impacting their credit, as well as a complaint about how their prior ticket with Launch went unresolved, with no resolution provided. Launch submitted a ticket to have a supervisor review the account and contact the borrower directly. 
  On 7/10/2025, Launch contacted the borrower as requested. Launch informed the borrower that 3 payments were still outstanding, and the payments of $26.72 made during the prior months were not sufficient to cover the minimum payments due. This caused the account to run delinquent despite payments being made. Launch informed the borrower that they owe $189.57 for March, $293.01 for April, and $293.01 for May, and $26.72 for ***** equalling $802.31 currently past due. The payments for $26.72 were to begin in July. The monthly amount going forward from July would be $26.72. No further contact has been made with Launch at this time.
  Climb has aimed to address this issue with the borrower by sharing the information above. It will continue to communicate with the borrower about any other reasonable resolutions that it can offer.
  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23545428
  
  I am rejecting this response because:
  1. Responsibility for Servicing and Communication
  While Climb states it is not the servicer and refers all servicing issues to Launch, Climb is still responsible for the performance of its chosen third-party partners. Climb marketed and originated the loan, and I entered into the agreement via Climbs platform. Disclaiming responsibility after origination while still controlling the structure and distribution of funds is not an acceptable customer experience, nor does it align with the borrower-first approach Climb claims to prioritize.
  
  2. Confusing and Frustrating Communication Process
  One of the biggest challenges throughout this process has been the lack of clear communication between Climb and Launch, and the resulting confusion for me as the borrower. From the beginning, I was unsure who I was supposed to speak to. When I contacted Launch, I was told to talk to Climb. When I contacted Climb, I was sent back to Launch.
  
  At no point was it clearly explained who handles what, or how responsibilities are divided between the two entities. As a borrower, I should not have to figure that out through trial and error. This lack of clarity and accountability has resulted in unnecessary stress, long delays, and a complete breakdown in the customer experience.
  
  3. Misrepresentation Around Refund and Payment Status
  I withdrew from the OneDay program on March 11, 2025. I was advised the refund process would take 34 weeks, which would have allowed me to remain in good standing. Instead, I spent months calling and emailing both Climb and Launch, being bounced between parties with no transparency or effective support. It was only after I put both Climb and OneDay on the same email that the refund was suddenly processed within days, clearly indicating avoidable internal delays and poor coordination.
  
  4. Credit Harm and Misinformation
  Climb and Launch agents told me repeatedly that once the refund was received, my account would be brought current. On May 20, 2025, I was told my new payment should be $26.72 but that a ticket was needed for confirmation. Despite the uncertainty, I made that payment, and continued to do so in June and July. However, I was later told that those payments were not sufficient and that I was still responsible for past-due balances totaling over $800.
  
  At no point was I informed in writing or by phone that these past-due payments would remain active while the refund was pending. If I had known, I could have made arrangements to avoid credit damage.
  
  5. Lack of Resolution & Escalation Failure
  I have multiple open tickets with Launch, standard,complaint, and escalation. All unresolved or resolved to companys benefit.Ive had to submit tickets just to request supervisor callbacks, and even those led to further delays. The system does not allow direct access to the resolution team, and Ive been repeatedly told that no timeline can be given.This is not a borrower-first model, its a systemic service failure.
  
  6. Credit Reporting Threats
  Telling me that I remain responsible for the past-due amounts and that my derogatory credit marks will stand if I file a dispute is not just aggressive, it directly contradicts the representations made to me throughout this process. I have call records and notes indicating that agents promised my account would be brought current once the refund was finalized. If those calls were truly recorded, I encourage Climb and Launch to review them.
  
  Requested Resolution:
  REVIEW ALL CALL RECORDINGS WHERE I WAS MISINFORMED
  Bring my account current, effective as of the refund date
  Remove any derogatory marks from my credit reports caused by this mishandling
  Honor the $26.72 monthly payment as the agreed-upon amount going forward- Honored already.
  
  Provide written confirmation that no further delinquency or penalties will be applied related to this issue
  
  This matter is not about whether a loan was originated. It is about how a borrower was misled, misinformed, and harmed due to poor coordination, lack of access, and confusing, inconsistent communication between Climb, Launch, and OneDay. I remain committed to resolving this fairly but will not accept continued deflection of responsibility or threats to my credit.
  
  

  Customer Answer

  Date: 07/22/2025

  Id also like to add that I called Climb to resolve the issue today 7/22/2025. I asked that if I agreed to simply pay the wrongly charged past due amount would they remove past due statuses on my credit. The agent put me on hold to gather more information and told me even if I pay the account up to current, if I try to dispute the past due status on my credit, when the credit bureau reaches out to the Climb to dispute the past due markers on my credit, Climb will refuse the dispute claiming the past due markers are valid. The company is not only unwilling to honor their promises, they are also unwilling to meet me anywhere near half way or be fair.

  Business Response

  Date: 08/04/2025

  Climb is disappointed to hear about the negative experience between its servicing partner, Launch, and the borrower. As part of its mission, its essential for Climb to prioritize its borrowers, and the Company aims to support their long-term financial success. 
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, Launch, handles servicing on Climb loans.
  Climbs initial response detailed all known calls that took place between the borrower and Launch. Climb reviewed all information provided by Launch to the borrower and has contacted Launch directly to request that they rectify any issues on behalf of the borrower as of 7/29/2025. This will result in the account being brought current, and any past inaccuracies will be removed. 
  If the borrower disputes the accuracy of the refund amount received, they will need to directly contact the school to address their concerns. The school is responsible for calculating and disbursing refunds, and therefore, possesses the necessary records and authority to investigate and rectify any discrepancies in the amount refunded.
  Climb believes that taking the steps above toward a reasonable resolution has remedied this situation. Climb is always looking to improve its user experience and welcomes any feedback about further steps that can be taken to support the borrower.
  
  

• Initial Complaint

  Date:06/25/2025

  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.

  Climb Credit failed to protect me from identity fraud, and now Im being held financially responsible for a loan I did not authorize. My abusive ex-boyfriend, who had access to my laptop and personal information, including my Social Security number, submitted a loan application using my email without my knowledge. The signature on the application is just a dash not my legal signature.Despite filing an identity theft report with the *** and explaining the situation in detail, Climb claims the application is valid. They acknowledge the signature isnt mine, yet they continue to hold me responsible for a loan I never consented to, for a program I never signed up for, and which someone else took using my identity.Ive done everything by the book, but Climb has refused to take accountability for the clear gaps in their application verification process. If youre considering using this service, be warned: there are no meaningful safeguards in place to protect consumers from fraud and their response to it is shockingly dismissive.

  Business Response

  Date: 07/08/2025

  Climb aims to put borrowers and co-borrowers first and support their financial and career success through its products, and it was disappointed to hear about the concern described in this complaint.
  
  For an application to be submitted to Climb with a co-borrower, both the main borrower and the co-borrower must submit the application within the same session. The borrower applied for a loan with Climb via Climbs website on 4/22/2022 using email address ************************* The co-borrower filled out their portion of the application using email address ********************* During the application process, the borrower confirmed the school and course they wished to enroll in, the financing amount, the repayment terms, and other applicable details. The borrower requested a loan in the amount of $15,950.00. The borrower reviewed the Approval Truth in Lending Disclosure and Master Promissory Note on 5/17/2022, using the email address ************************* and confirmed the details of the loan, including that the requested loan amount was correct. The co-borrower reviewed the Approval Truth in Lending Disclosure and Master Promissory Note on 5/13/2022 using email address ********************* All Truth in Lending disclosures were presented to the borrower and co-borrower in accordance with Climbs standard process using the email address provided during the application process. This includes a four-day rescission period. The promissory note contains an electronic signature, signed by both the borrower and co-borrower using the email addresses ************************ and ********************* which indicates that all terms and conditions were agreed upon at the time the document was signed. There has been no communication between the co-borrower and Climb to suggest that Climb believes the co-borrowers signature to be invalid.
  
  Additionally, Climb sent standard emails to the email addresses provided by the borrower and co-borrower at the time of the application, including an email with the subject Youve Been Approved! that included the terms of the loan and an email with the subject Your final loan details & estimated repayment schedule, confirming that the borrower and co-borrower took out a loan with the applicable loan documents. On 6/7/2022, General Assembly confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the tuition was originated to General Assembly on 6/14/2022.
  
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, University Accounting Services (UAS), handles servicing on Climb loans.
  
  Climb has reviewed its methods of contact and has found that the co-borrower made no contact directly with Climb or UAS to facilitate a claim of Identity Theft. If Climb receives a report of potential fraud or identity theft, the guidelines in place require that all information be immediately forwarded to the loan servicer so that they are able to launch an investigation. Because the loan has been charged off, Climb cannot assist further in the remediation process. Once a loan has been charged off, the account can no longer be recovered from this status. The co-borrower may reach out to ********************** ************** to submit an Identity Theft Claim.
  
  You may also take these steps:
  -File an identity theft police report at your local police station.
  -File a dispute with **********. Please see this article and follow the next steps to file an identity theft claim with the credit bureau: ******************************************************************************
  -File an identity theft report with the ************************ using the following link: ******************************
  
  Climb has aimed to address this issue with the co-borrower by sharing the information above. Climb is always looking to improve its user experience and welcomes any feedback about further steps that can be taken to support the co-borrower.
  
  

  Customer Answer

  Date: 07/09/2025

  I do not accept Climb Credits response. The loan in question was fraudulently submitted in my name by an abusive ex-partner who had unauthorized access to my laptop, email, and personal identifying information, including my Social Security number.
  
  
  Climb Credit claims to have followed appropriate procedures, but the truth is that there was no voice or visual verification, and the only signature on file is a dash () not my legal signature. This is a major failure in identity verification and contradicts their claim of due diligence.
  
  
  I reported this identity theft in June 2022, after discovering the fraudulent loan during a car loan denial. I filed a fraud dispute with ********** in April 2024, which triggered an investigation, but Climb simply reiterated that they believe the loan to be valid without addressing the core issue: the lack of true identity verification.
  
  
  Their system allowed someone else to open a loan in my name using only:
  
  
  My email (to which my ex had access)
  My SSN
  A fake signature
  
  
  
  
  There was no additional verification step to confirm the identity of the person applying. If they truly reviewed the application, they would see that the signature does not match any legal form and that there was never any contact directly with me.
  
  
  I request that Climb reopen this investigation, take into account the fraudulent nature of the application, and release me from liability for this loan. I also request documentation of what they claim are acknowledgments or signature verifications, and what steps they took to confirm the applicants identity beyond basic digital entry if any.
  
  
  I have filed an identity theft affidavit with the *** and will continue to pursue this through regulatory channels, including the **** and legal counsel if necessary.
  
  
  

  Business Response

  Date: 07/17/2025

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its essential for Climb to prioritize its borrowers and support their long-term financial well-being. Upon receipt of the complaint filed by this borrower, Climb launched an investigation of the account in question.
  
  Climb has reviewed the co-borrowers response to its outreach via the Better Business Bureau. Climb has sent a copy of the e-signed documentation to the co-borrowers email address on file. Because the loan has been moved to collections, Climb cannot assist further in the remediation process, as Climb is no longer a party to the transaction, and this request now falls outside of the scope of Climbs business. 
  
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. The co-borrower may reach out to ********************** ************** to submit an Identity Theft Claim.
  
  The co-borrower may also take these steps:
  -File an identity theft police report at your local police station.
  
  -File a dispute with **********. Please see this article and follow the next steps to file an identity theft claim with the credit bureau: ******************************************************************************
  
  -File an identity theft report with the ************************ using the following link: ******************************
  
  
  Climb has aimed to address this issue with the co-borrower by sharing the information above. Climb is always looking to improve its user experience and welcomes any feedback about further steps that can be taken to support the co-borrower.
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been behind on my payments and I dont want my house to get repossessed or car and I live with my parents and when I went to go look up the account number I couldnt find it and I logged into my climb credit account it wasnt there so I dont want my house to get repossessed or my car please help

  Business Response

  Date: 06/27/2025

  Climb aims to put borrowers first and support their financial and career success through its products, and it was disappointed to hear about the concern described in this complaint.
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, Launch, handles servicing on Climb loans. If the borrower has trouble making their loan payments, they can contact Launch by calling ************** or emailing ********************************************* They may be able to offer the borrower alternative repayment options.

  
  The borrower received a text message on 6/10/2025 about the alternative repayment options that Launch offers. The alternative repayment options offer $50 payments for 3 months, with a $50 payment due upfront. The borrower accepted these terms and made the initial $50 payment on 6/13/2025. The borrower is currently on these alternative terms until 8/15/2025. If the borrower should seek further deferment options, they may reach out to Launch at any time. Launch can be reached at **************. Customer Relations representatives are available Monday-Friday, 7:00 a.m. to 7:00 p.m. Central Time. 

  
  Climb has aimed to address this issue with the borrower by sharing the information above. It will continue to communicate with the borrower about any other reasonable resolutions that it can offer.
  

  
  

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ****************** Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 03/28/2025

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation of the account in question. 
  The borrower applied for a loan with Climb via Climbs website on 9/20/2018 using the email address *********************** the same email address used to submit this complaint. During the application process, they confirmed the school and course they wished to enroll in, the financing amount, and other applicable details. The borrower requested a loan in the amount of $8,240. The borrower reviewed the Approval Truth in Lending Disclosure and Master Promissory Note on 10/1/2018 and confirmed the details of the loan, including that the requested loan amount was correct. All Truth in Lending disclosures were presented to the borrower at ********************** in accordance with Climbs standard process. This includes a rescission period of four days. The promissory note contains the electronic signature which reflects that all terms and conditions are agreed to at the time the document was signed.
  Additionally, Climb sent standard emails to the email address provided by the borrower at the time of the application, *********************** including an email with the subject Youve Been Approved! that included the terms of the loan and an email with the subject Your final loan details & estimated repayment schedule, confirming that the borrower took out a loan with the applicable loan documents. On 11/26/2018, the ***************************** (***) confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the tuition was originated to ACE on 11/30/2018.
  
  
  ACE contacted Climb directly on 10/10/2019 to initiate a partial refund of the loan. ACE stated that the borrower had withdrawn from courses and was, therefore, owed a refund of $1,524.94. The refund process was completed, and the borrowers loan balance was updated in the *** portal on 10/11/2019.
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, ****************************** (***), handles servicing on Climb loans.
  The borrower made semi-consistent payments towards this loan beginning in January 2019 through April 2020. Beginning in May of 2020, outreach was made multiple times by email and phone via Climbs third-party servicing partners, ***/Loan Science, to notify the borrower of the past-due account status. The loan was sent to collections on 10/15/2021, and outreach began via email through Climbs third-party collection partner, TrueAccord. 
  Upon receipt of this complaint, Climb contacted *** directly to request further information regarding this borrower. *** provided Climb with copies of the borrowers Enrollment Agreement, transcripts, attendance records, email communications between the school and borrower, and the borrowers payment agreement. The mailing address, phone number, and date of birth provided to the school are consistent with the information the borrower provided on their Climb application. 
  If the borrower has questions about their credit reporting or a copy of their signed loan agreement or would like to make a payment, they should contact *** directly. Additionally, if Climb receives a report of potential fraud or identity theft, the guidelines in place require that all information be immediately forwarded to the loan servicer so that they are able to launch an investigation. Climb will follow its internal procedures for identity theft and work with *** in order to further investigate and resolve the matter. To get in touch with them, please call their customer service line at ************. Their representatives are available to assist from Monday to Friday, between 7 am and 5 pm Central Time. 
  
  

• Initial Complaint

  Date:12/18/2024

  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.

  On April 22, 2024, I enrolled in a Cybersecurity boot camp at the **********************************. My original loan was for $10,745. Unfortunately, I had to switch course dates in September 2024 resulting in a lower tuition rate and a refund to the ******************************* in the amount of $6.309.16. So, my monthly payments were originally $447.71, but with the new repayment terms, they should be $315.46. I did opt to keep the payment at $447.71 to pay the loan off quickly. This is where things get sketchy, so up until 9-13-2024 full payments of $447.71 were being debited from my account. But starting on 10-13-2024 the amounts were being split into random amounts that ultimately equaled $447.71 but why the change? I tried contacting Launch who is apparently the servicer of this loan only to speak to someone who didn't know her a** from her elbow and claimed that not only could she not see a refund, but she had no idea why the payments were being taken out in random amounts. My final issue is did my loan start over when the refund happened? It shouldn't have because the loan number is still the same as the original funded loan. My challenge to climb is to explain this entire situation to me with written correspondence attached and I want to speak to an actual person, not some random representative who is reading a script and ******* me off the phone. Someone from Climb needs to explain this to me in writing and with a phone call.

  Business Response

  Date: 12/26/2024

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation on the account in question. 
  The borrower applied for a loan with Climb via Climbs website on 12/17/23 to attend the **************************************************************** (****). During the application process, they confirmed the course they wished to enroll in, the loan terms, the financing amount, and other applicable details. The borrower requested a loan in the amount of $10,745. The borrower reviewed the Approval Truth in Lending Disclosure and Master Promissory Note on 12/25/23 and confirmed the details of the loan, including that the requested loan amount was correct. All Truth in Lending disclosures were presented to the borrower in accordance with Climbs standard process. This includes a rescission period of four days. Additionally, Climb sent standard emails to the email address provided by the borrower at the time of the application, including an email with the subject Youve Been Approved! that included the terms of the loan and an email with the subject Your final loan details & estimated repayment schedule, confirming that the borrower took out a loan with the applicable loan documents. On 5/3/24, the school confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the tuition was disbursed to **** on 5/14/24.
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, Launch, handles servicing on Climb loans.
  The loan servicer, Launch applies payments first to outstanding interest, then to principal balance, and then to late fees. Climb would like to note that this borrowers loan has 0% interest, and the total of their payments are applied to the principal balance  On 12/23/24, Climb asked that Launch contact the borrower directly to advise them of how their payments are being applied. When a loan has been adjusted per the school's request, the refund is applied to the principal balance. After the refund was applied to the borrowers account, the terms of their repayment were not restarted, the terms remain at 24 monthly payments; however, the payment amount is now $315.46 with 16 payments remaining.
  If the borrower has trouble making their loan payments they can contact Launch by calling ************ or emailing ********************************************* They may be able to offer the borrower alternative repayment options.
  
  

  Customer Answer

  Date: 12/26/2024

  So the problem is launch is saying they have no knowledge of a tuition refund so it doesnt seem that the remaining principle balance on the is correct. 

  Customer Answer

  Date: 12/26/2024

  I received an email from Climb not launch stating there was a refund sent to **** and the balance going forward was $6,309.16. But now Launch is saying they cannot see a refund was ever done and climb is saying to talk to launch which still does not solve my problemI need someone to take accountability and stop passing the buck because I am not going away and if I need to get a lawyer involved I will. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22686404
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/26/2024 4:42:59 PM
  I received an email from Climb not launch stating there was a refund sent to **** and the balance going forward was $6,309.16. But now Launch is saying they cannot see a refund was ever done and climb is saying to talk to launch which still does not solve my problemI need someone to take accountability and stop passing the buck because I am not going away and if I need to get a lawyer involved I will. 

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

  Business Response

  Date: 01/08/2025

  As a result of this complaint, Climb contacted ***** for assistance regarding this account, and Launch clarified the account status and payment details. Launch confirmed with Climb that a partial refund of $2,645 was completed on 9/16/2024. The refund was applied to the loan balance. Climb sends out automated emails to borrowers to confirm when the refund has been applied to their account. The monthly payments were adjusted to $315.46 when the refund was applied. After the minimum monthly payment amount was adjusted, the borrower continued to submit monthly payments in the original amount of $477.71. This causes a credit to be applied to the borrowers account each month due to satisfying more than the minimum monthly payment. Because of the existing credit on the borrowers account, when a new payment is made each month over the minimum required amount, the payment is first allocated to satisfy the monthly payment, and the additional amount is credited to the account for the following billing cycle. 
  To address any further discrepancies related to this payment, Climb has requested that Launch provide a detailed explanation and confirm the specifics of the refund directly with the borrower. Further communication from Launch should provide clarity on this matter. Should the borrower want to reach out to Launch proactively, they can contact them by calling ************ or emailing *****************************************************************. 
  
  

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:11/14/2024

  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.

  Climb Credit LLC made a mistake when accelerating my loan and now demands full payment. I am a teacher, and my employer did not pay for the credits that they were supposed to pay, so I asked for a payment deferment on February 2024, which I was granted and did not have to pay until June/July. I received a notice in August that my loan was 174 days overdue (which is almost 6 months), and when I called they had already accelerated. I requested for them to correct the mistake so I could continue to pay monthly. They told me that they were going to decide and contact me by email. I never received an email and now the loan is in collection.This is really awful for me because I was trying to better my life and now I am in a worse position. Climb Credit LLC *************) must rectify their mistake and help me get on track. Thank you!

  Business Response

  Date: 11/26/2024

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation on the account in question.
  On 3/14/23, the borrower was notified that their loan was funded and instructed to create an account with **********************'s loan servicer, University Accounting Services (UAS). The borrowers account was then scheduled to begin repayment on 4/13/23.
  The borrower requested and was approved for a 3-month payment deferment with UAS on 3/19/24. On 3/26/24, the borrower was sent a letter notifying them of the terms of the deferment, with their next payment due on 4/13/24. The borrower made the first $50 payment of their benefit on 3/19/24. The borrower did not make any other payment until 6/13/24 which did not satisfy the agreement. On 8/7/24, UAS mailed a letter of intent to the borrower to the address on file, *******************************************. A letter of intent is sent to the borrower advising them of how many days late their account is, and the amount due that they must pay to bring their account current and avoid being placed in collections. Subsequently, on 09/1/24, an acceleration notice was sent to the borrower as they did not make a payment to satisfy the terms of the letter of intent. After no attempt to satisfy the account by the borrower on 10/18/24, the account was placed in collections with the collections agency, **************************** (***). Climb does not conduct servicing or debt collection activities. If the borrower has trouble making their loan payments they can contact *** at ************. They may be able to offer the borrower alternative repayment options.
  Climb believes that it has provided all necessary information to assist the borrower in resolving their complaint.
  
  

• Initial Complaint

  Date:10/29/2024

  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.

  Breach of Contract / Fraud and Lender Liability Total Loan $41,200.00 / I have paid $15,107.77 into it but Climb only paid the school $16,480.00

  Business Response

  Date: 11/07/2024

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation on the account in question. 
  On 4/16/20, ****************************** (****) confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the loan was originated and tuition was disbursed to AAAS on 4/28/20.
  The borrower has mentioned that AAAS advised that they are unable to continue attending their program due to Climb not paying AAAS their full tuition amount. Climb can confirm that it disbursed the tuition per the contract Climb has in place with the borrowers school, and in accordance with applicable laws, a students tuition payment obligation to the school is considered fully satisfied upon issuance of the loan. In 2022, Climb informed **** that their practices were improper, and as a result, Climb terminated its partnership with them.
  Climb has been in contact with the borrowers school and is working with them to come to a reasonable agreement. 
  The borrower mentioned that they believed a reasonable solution to this issue was to cancel their loan completely and remove all credit reporting. For a refund to be issued on a Climb loan, the borrowers school must submit the request to Climb directly via Climbs portal. When the school submits a refund request, Climb sends the school an invoice with instructions for remitting the funds. Climb cannot complete a refund until the request is submitted and the school pays the invoice. If the borrower would like to seek cancellation/ refund of their loan, Climb suggests requesting this via their school. 
  If the borrower is having trouble with making their loan payments they can contact UAS at ************. Their representatives are available to assist Monday to Friday, between 7 am and 5 pm Central Time. *** offers a six-month deferral program (offered in 3-month increments), which may require payment as low as $50. 
  If the borrower would like to follow up with Climb, they can email ******************************** for assistance. 
  Climb believes that it has provided all necessary information to assist the borrower in resolving their complaint.
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/19/2024

  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.

  Climb credit is reporting on my credit report. I have never gone to school since I have graduated high school in 2001. I have been battling with them for over a yr to get it off my credit report and transunion and climb keep denying it. I have repeatedly asked for the original loan documents, and wet signatures for this loan and I have been denied every single time! Yet climb keeps denying trans union to remove it but neither will respond to any of my request. I have sent certified mail to the CEO demanding original copies and wet signature to prove that it was me that took the loan out and nothing! My next step is a file a lawsuit! I have never gone to school, have no intentions on going to school, and have never taken a loan out. I want it removed or I am suing climb and I am going after trans union. I call climb and Im put on hold told I will be transferred and then its disconnected. I am fed up! My uncle is an attorney and he is just waiting for me to say take action. I have tried for so long to settle this and they are not willing to work with me and Im done. So I am filing a complaint here and next on **** and then the next step I take legal action! Remove the loan off of my credit report!! I have even filed a police report and a *** report and they still do not do anything! Im beyond frustrated!

  Business Response

  Date: 08/29/2024

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation on the account in question. 
  The borrower applied for a loan with Climb via Climbs website on 8/4/2020. During the application process, they confirmed the school and course they wished to enroll in, the financing amount, and other applicable details. The borrower requested a loan in the amount of $3,200.00. On 8/5/2020, Climb contacted the borrower at the phone number ************ due to an FCRA-compliant security alert on the borrowers credit report. During this call, the borrower verified their name, date of birth, last 4 digits of their SSN, and address. 
  The borrower reviewed and signed the Approval Truth in Lending Disclosure and Master Promissory Note on 8/5/2020 and confirmed the details of the loan, including that the requested loan amount was correct. The audit trail of the signed loan documents suggests the borrower viewed and signed their documents electronically from an IP address matching the same state of residency entered in the Climb application, the school's Enrollment Agreement, and the *** Identity Theft Report that Climb received via mail on 6/26/2024. All Truth in Lending disclosures were presented to the borrower in accordance with Climbs standard process. This includes a rescission period of four days. Climb also sent standard emails to the email address ********************* provided by the borrower at the time of the application. The email address provided on the Climb application matches the email address used to submit the BBB complaint. The email sent included one with the subject Youve Been Approved! containing the loan terms, and another with the subject Your final loan details & estimated repayment schedule, confirming that the borrower had taken out a loan with the relevant loan documents.
  On 9/9/2020, the school, Zollege, confirmed with Climb that the borrower was enrolled in the named course. As a result of this action, the tuition was disbursed to Zollege on September 15, 2020.
  Climb received a letter from the borrower on 6/26/2024 via mail regarding a claim of ID theft. ********************** followed up with Zollege on 7/2/2024 to obtain additional information, and received an enrollment agreement and official student transcripts from *******. The email address and mailing address are consistent with the email address and mailing address provided on the Climb application.
  The email address the borrower used to submit the BBB complaint is also consistent with the email address provided on the Climb application. 
  Climb is including a PDF file of the borrower's signed loan documents along with this response. The phone calls the borrower mentions in the complaint were to Climb's loan servicer, UAS, not directly to Climb. Climb believes that these calls were unsuccessful in reaching an agent at *** because the loan had been paid in full on 4/20/2023 and has a zero balance.
  UAS, Climbs loan servicer, has not yet received an identity theft report or fraud packet from the borrower. Climb received the *** report attached to this complaint; however, the guidelines require that all information be immediately forwarded to *** so that they can launch an investigation. Climb has forwarded the *** report to UAS as of 8/29/24. Climb will follow its internal procedures for identity theft and work with *** to investigate and resolve the matter further. To get in touch with ***, please call their customer service line at ************. Their representatives are available to assist from Monday to Friday, between 7 am and 5 pm Central Time.
  Climb Credit is a loan originator, not a loan servicer. Climb does not conduct servicing or collections activities and does not conduct credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, ****************************** (***), handles servicing on Climb loans.
  Climb believes that by taking the steps above toward a reasonable resolution has remedied this situation. 
  
  
  
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22158281
  
  I am rejecting this response because: I have never had the phone number ************. Ever! My number has been ************ for the last ******************************************************************** it 3 yrs ago and change the password after I was told a Amazon credit card was opened up in my name using this email address and I have had access to it since. Also, you state you received my letter on 6/20/24 but I respectfully asked you to provide me with all the loan documents and original signatures and you ignored me until I made a complaint on here with the BBB. I have been reaching out to climb for 2 yrs now and have gotten no where until I made this complaint. ********** made a complaint to *** multiple times and ********** supervisor last week told me *** said they confirm its me and they have been sending me the loan papers yet I havent received anything! I have not gone to school. I graduated high school and never want back. I cant even get the name of the school that I supposedly have gone to. I cant get any information from yall. Just remove this off of my credit report before I take legal action. Climb and *** has purposely ignored me until I came here. I will be having my uncle who is an attorney now handle this
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/07/2024

  Climb is committed to being responsive and fair with its borrowers and supporting their long-term financial success. Upon receiving this borrower's complaint, Climb launched an investigation into the account.
  ********************** received a letter from the borrower on 6/26/2024, almost four years after the loan was originated, via mail regarding a claim of ID theft. ********************** responded to this letter via email, and sent a copy of the borrowers MPN to the email address provided in the *** identity theft report, *************************************. 
  After receiving a BBB complaint from the borrower on 8/17/2024, Climb conducted an internal investigation and submitted a response to that complaint via the BBB portal on 8/29/2024. 
  Climb forwarded the *** report that was received via the borrowers BBB complaint on 8/17/2024 to the loan servicer, UAS. 
  On 9/3/2024, Climb received a letter of Intent to *** from the borrower, in response to this letter Climb sent a response via email to the borrower advising that it reached out to *** and requested the tradeline be deleted from the borrowers credit report, as requested by the borrower. Climb submitted the request to the loan servicer on 9/5/2024; UAS handles this action.
  If the borrower has any follow-up questions about this, please contact UAS. To get in touch with them, please call their customer service line at ************. Their representatives are available to assist Monday to Friday, between 7 am and 5 pm Central Time.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/07/2024

  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.

  I obtained a School Loan with Climb Credit, Made multiple payments, and then the school canceled the program. The school refunded Climb the full amount back, which they received on May 17th, 2024. I contacted Climb Credit on 5/21/2024, and they stated a refund of the money I paid was being processed and would be refunded back to me shortly. A week went by, and nothing, so. I contacted them again on 5/29/2024. still nothing, so I called Climb on July 8th to give them ample time to refund and was told they needed 60 days, not realizing the day I was calling was 59 days past. I called again on 8/6/2024, and again, I was told they needed 60 days, from which I informed them it had been 82 days past. The Refund completion by the school for application B0197FAA07 was completed on May 17th, 2024. It is now 8/6/2024, and according to ****** LN0357, with whom I spoke from Climb, this was supposed to be completed within the 60-day period.

  Business Response

  Date: 08/19/2024

  Climb is committed to being responsive and fair in its dealings with borrowers. As part of the companys mission, its important for Climb to put its borrowers first and support their long-term financial success. Upon receipt of the complaint filed by this borrower, Climb launched an investigation on the account in question. 
  
  When a refund request is submitted by the school, Climb sends the school an invoice with instructions for remitting the funds. Climb is only able to proceed with completing a refund once the invoice is paid by the school. On 4/22/2024 a full refund was initiated via Climbs portal by the ******************. On 5/17/2024 ****************** paid the refund, and on 5/17/2024 Climbs servicer, Launch, adjusted the account balance. On 8/7/2024, Climbs servicer Launch mailed the refund to the borrower and advised that it could be expected in 10 days.
  
  
  Launch serves as Climbs loan servicer, and they will be able to assist the borrower with any inquiries or concerns regarding the borrower's loan account. The borrower can contact Launch by calling ************ or emailing ********************************************* Customer Relation Representatives are available Monday-Friday, 7:00 a.m. to 7:00 p.m. Central Time.
  
  Climb would like to point out that the contact the borrower made on 5/29/2024, and 8/6/2024 was not to Climb, but to Climbs loan servicer Launch. Any negative credit reporting associated with this delay will be reversed. To confirm the refund was completed on the borrowers account. 
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  Climb's customer service representative informed me originally that the payment I made in December would be taken from a pool if I overpaid so I put in 4.5k into my loans thinking it would be enough but it looks like it wasnt the truth as I started getting bothered about payments as of February as they started marking me down as a delinquent on my payments even though I have already paid half of my owed amount on an interest free loan. The mistreatment continues as I get harassed almost every single day. I start retelling the same story over and over and the only solution that was given to me was a Borrower Assistance Request Form but doesn't really solve the original problem which is where this complaint comes in as I tried every other avenue to resolve this from my bank to multiple representatives.

  Business Response

  Date: 04/29/2024

  Climb aims to put borrowers first and support their financial and career success through its products, and it was disappointed to hear about the concern described in this complaint. 
  Climb Credit is a loan originator, not a loan servicer. It does not conduct servicing, collections, payment activities, or credit reporting, including reporting late payments to credit bureaus. Climbs third-party loan servicer, Launch, handles servicing on Climb loans.
  During its investigation, Climb found no direct communication record between Climb agents and the borrower, neither during the application process nor post-funding. Climb contacted its loan servicing partner, Launch, for a copy of their contact history with this borrower. Launch provided Climb with their call notes associated with the loan. Climb was able to verify that Launch, the loan servicer, incorrectly informed the borrower. The borrower was told that making a payment greater than their monthly agreed-upon amount would adjust their due date. Throughout this investigation, Climb communicated to Launch that this information was inaccurate and requested that Launch contact the borrower directly. Climb requested that Launch remove all late fees and return the account to current status. 
  Because Climb is not a loan servicer, it cannot assist with payment remediation or payment plans. Climb advises the borrower to contact Launch directly for further assistance regarding this complaint. Launch can be reached at ************ or ********************************************* Climb will continue to work with the borrower and Launch to assist this borrower within its scope of business. 
  Climb believes that providing the information above has sufficiently addressed the terms of this complaint.