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:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are in the process of refinancing our home. During the credit review process, our bank informed us in May that an entry from Esusu appeared on my Equifax Credit Report. The entry was for a rental agreement for $2210 per month entered into on March 31, ******* wife and I have owned our home since 1998 and neither of us is renting an additional apartment anywhere. My son, who shares my name, is also homeowner and is not renting an apartment. I contacted Esusu about this erroneous entry and they have since removed it, but they sent me an email acknowledging my decision to "opt out" of their rental reporting service. I replied informing them that I was not "opting out" because I have never "opted in". It did not occur to me at the time to ask them to send me a copy of whatever original paperwork they used to set us up in their system. I don't want to assume that Esusu was behaving maliciously, but they should be more careful about verifying the information they report to credit bureaus.

  

  Business Response

  Date: 08/08/2025

  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the incorrect credit reporting that appeared on your Equifax report and for the frustration this caused you and your wife, especially during the important process of refinancing your home.
  We have reviewed your case and can confirm that the rental reporting for a property you are not affiliated with was an error. While our systems and processes are designed to ensure the accuracy of all data, there are rare occasions when data transposition can occur, resulting in an incorrect entry being tied to the wrong individual. We understand that this is a significant inconvenience, and we are very sorry that you had to experience it.
  Regarding the "opt-out" email, we apologize for the confusing language used. Our intent was not to imply that you had ever "opted in" to our service, but simply to confirm that the erroneous entry had been removed and that you would not receive any future reporting from us. We agree that this wording was misleading and we will be reviewing our communication templates to ensure this doesn't happen again.
  Please be assured that we take data accuracy and security very seriously. The moment we were made aware of the issue, we immediately took action to remove the incorrect entry from your credit report. We have also reinforced our internal data verification procedures to help prevent such errors in the future.
  We are committed to providing a reliable service, and we regret that our actions in this instance did not meet that standard. We can confirm the erroneous entry has been removed and we have worked  to ensure that this has been corrected across all credit bureaus.
  Thank you again for your feedback, as it is invaluable in helping us improve our service.  Please reach out to our support team if any further assistance is required, we are here to help. 

• Initial Complaint

  Date:06/11/2025

  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.

  Im not understanding why doesnt anyone get back to me. On my credit report which is getting messed up thnx to you people who are doing some fraud ****, you show up saying I pay rent with a dead man thats been dead for over 20 years. How did this happen and do you not check for backgrounds!!!!! Call me back fools

  

  Business Response

  Date: 07/03/2025

  Thank you for reaching out and sharing your concerns on the Better Business Bureau website. We understand how sensitive and upsetting it is to see incorrect or confusing information on a credit report, especially when it involves a deceased individual. Please accept our sincere apologies for any distress this has caused.
  We take all accusations of fraud seriously. Esusu reports positive rental payment information based on verified leasing details provided by properties that offer Esusu Rent Reporting to their residents. We do not independently alter or interpret the information given to us by the property.
  Action Taken and Next Steps:  Based on your complaint, we have taken steps to delete the reported data from both our database and the credit bureaus. This change should appear on your credit reports within ***** business hours.
  For residents living in properties that partner with Esusu, we report leasing data exactly as we receive it from the property. In this case, the information we received listed you as the primary resident on the lease, with the deceased individual included on the lease at one point.  To fully resolve this issue, we recommend you contact your property's management office and ask them to remove the deceased individual entirely from the lease record.
  Our Attempts to Reach You:  Our support team has tried to contact you multiple times by phone and email to explain and resolve this situation. We haven't received a response from you and hope our messages have reached you and that this issue has been resolved to your satisfaction.
  We understand your frustration and want to ensure this is fully resolved for you. If you have any further questions, please reach out directly to our support team. We're here to help.
  
  

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  id like to know what is going on? Im not sure what to do

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/28/2025

  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.

  On 10/29/24 Seasons Villas town-homes got new management called ***************. (AKA Rise Buildings). On 1/2/25, I receive an email from ******* manager ****** *********. Weve partnered with Esusu Rent to positively report your on-time rental payments to the credit bureaus. As a resident of **************, you are automatically enrolled in this amazing program! Reporting will begin with February rent, so if you prefer not to participate, you must opt out by January 25th by contacting Esusu directly at *************************************** Remember, youll need to manually opt-out if you choose not to join the fun. (Fun?) On 1/8/25 I sent an email to the Habitat (Seasons Villas) rental office, Please stop sharing my personal information with third parties without authorization. I did not authorize this. Please remove me from this. No response. On 2/4/25 I receive an email from Esusu. You're eligible for rent reporting! Enable rent reporting for every rent payment at Seasons Villas. It looks like were missing some personal information that prevents us from enabling rent reporting for you. If you wish to enroll in rent reporting, please create an Esusu account. On 3/10/25, I got an alert from my CapitalOne credit monitoring. A new account is on your credit report called ********************* Inv" with Esusus address. If I never gave Esusu my social security number, how did they get a new account on my credit report? I've contacted ESUSU twice via email, with no response. I did not authorize Seasons Villas to opt me into this junk. Please opt me out immediately, delete my personal information and remove your account from my credit report.

  

  Business Response

  Date: 04/02/2025

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus, which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents.  
  
  This complainant is a resident with a property that is a client of Esusu which started to offer Rent Reporting as a free service to their residents. Upon request we have opted the complainant out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report. 
  
  Our support team had also confirmed the completion and status of the request via an email sent to the complainant on March 31, 2025.

• Initial Complaint

  Date:03/05/2025

  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 never opted into this business's program or gave them/property manager permission to enroll me. Please delete this account and it's reporting.

  

  Business Response

  Date: 03/12/2025

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus, which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents.  
  
  This complainant is a resident with a property that is a client of Esusu which started to offer Rent Reporting as a free service to their residents back in Aug 2023. Upon request we have opted the complainant out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report. 
  
  Our support team had also confirmed the completion and status of the request via an email sent to the complainant on March 11, 2025.

  Customer Answer

  Date: 03/19/2025

  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 and the matter has been resolved.
  
  
  
  
   
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have any relationship with ESUSU. This is extremely concerning. I received a credit report alert advising me that there was a "new inquiry" and "new account opened"? The report states that this is as of 1/30/25. This unlawful action by ESUSU has affected my credit score and disrupted my day to day. Whereas I now have to pursue this for immediate correction and resolution. I am demanding that ESUSU remove any and all of my personal information, my finances, off of their reporting databases, and remove ESUSU off of all credit bureaus. This unauthorized access to my information is beyond unacceptable.

  

  Business Response

  Date: 02/12/2025

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus, which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents.  
  This complainant is a resident with a property that is a client of Esusu which recently started to offer Rent Reporting as a free service to their residents. Residents at this property received communications in December 2024 regarding the Rent Reporting program offer and to contact Esusu Support if they would like to opt out of the program.
  
  We have opted the complainant out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report. 
  
  Our support team had also confirmed the completion of the request via an email sent to the complainant on February 10, 2025.

• Initial Complaint

  Date:09/09/2024

  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.

  I am filing a complaint against Esusu for mistakenly reporting an incorrect address (***************************************************************************************) to Experian under my name. I have never lived at the address in question; the only reason Esusu had access to my personal information is because I acted as a financial guarantor for my nephew, who resided at that address. This has been confirmed by the leasing office, which advised me to reach out to Esusu to resolve the issue. Despite multiple attempts to contact Esusu via email, I have received no response. I have attached the email communication as evidence.

  

  Business Response

  Date: 09/18/2024

  Esusu, **** is a financial services company focused on leveraging data to help bridge the racial wealth gap by reporting on-time rental payments to credit bureaus, thereby helping residents build or improve their credit scores. We collaborate with property managers and owners to offer rent reporting services, alongside providing financial literacy and other supportive resources to their residents.

  We have opted the complainant out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report.

  Additionally, after reviewing our records, we found no prior email communication from the complainant. We have proactively reached out via email to provide more detailed information about the AUD and the steps we have taken to resolve the issue.
  

  
  

  Customer Answer

  Date: 09/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business showed up on my credit report without my consent or knowledge. I never gave them or my property manager permission to add me to their customer list. As a result, my credit was affected downward.

  

  Business Response

  Date: 09/09/2024

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus, which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents. 
  This complainant is a resident with a property that is a client of Esusu which recently started to offer Rent Reporting as a free service to their residents. Upon the resident request made on August 31, 2024 directly with the Esusu support team, we have opted her out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report.  Our support team had also confirmed the completion of the request via an email sent to the complainant on September 5, 2024.
  
  

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  I dispute that I ever signed up for this service. As a result of being signed up against my will, my FICO score has gone down. In other words, you arent helping people. I should also note that the rent I was paying was NOT $2170 a month, as was shown on my credit reports. I live in HUD Project-Based Section 8 that is Privately Owned. The $2170 represents both my rent ($420) And the Hud subsidy, which totals $2170. Since my sole income is from Social Security, which is about $1,500 a month, what creditor would ever want to lend to me?! Im 75, and Im not in the market for credit anyway. Esusu and Related need to respect the abilities of residents to make their OWN Decisions about money.

  Thank you for your time.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 09/16/2024

  We have carefully reviewed the complainants concerns. It is important to note that Esusus ********************** is offered as a free, opt-in service through the property management company. According to our records, this service was automatically available to residents unless they chose to opt out. Upon receiving the complainants request, we took immediate action, on August 31, 2024, our team submitted an AUD to the credit bureaus to request the removal of Esusus reporting from the complainants credit file.  We appreciate the complainants feedback and apologize for any concerns this may have caused.

  
  

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  My FICO score went Down as a result of your action. You are responsible for this.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit alert from this business with no known reason. Obviously this is concerning as I have no known connection with them.

  

  Business Response

  Date: 08/22/2024

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap. We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents. This complainant is a resident with a property that is a client of Esusu. We have reached out to the complainant via email to confirm they are not enrolled in the rent reporting program and that we have taken steps to remove the information from their credit report.  We thank the complainant for reaching out.  Our support team is here to assist with any further questions and can be contacted directly at **************************************.  

• Initial Complaint

  Date:08/01/2024

  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.

  This ESUSU organization has opened an account in at least one of my credit reporting agency records. I have, to my almost certain knowledge, no relationship whatsoever with ESUSU. Inasmuch as this ESUSU account has no benefit to me and has obvious risk to me, I demand that this ESUSU account be closed and all records in any credit reporting databases be purged. Please have ESUSU email me when this demand has been met. Thanks.

  Customer Answer

  Date: 08/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service 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 morning I woke to a Credit report alert saying that there was a new account opened and a new inquiry. I look up the address and it's this business that comes up. I have never talked to them, applied for anything, or even agreed to have them consider me for anything. They did a inquiry transaction without my permission. This company seems to be a fraud. I have never heard of this company until today. I will have to report them to law enforcement.

  

  Business Response

  Date: 07/02/2024

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  We accomplish this mission by reporting on time rental payments made by residents to the credit reporting bureaus which allows for individuals to establish or improve their credit scores. We work with property managers and owners to report on and also assist in providing financial literacy and other services to their residents.  This complainant is a resident with a property that is a client of Esusu.  We have been in contact with the complainant to educate them regarding the services we provide through their property management company and also provide additional context regarding the timing of and type of notifications sent to residents as a part of the program.  We have opted the complainant out of the rent reporting program per their request.