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:05/14/2024

  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.

  ESUSU/TAURUS INVESTMENT accessed my information unlawfully. I never signed up for rental assistance or gave this company my information . I have contacted my current apartment complex in regards to this account that showed up on my credit report and theyve stated they previously promoted their services but stopped when they were getting a lot of complaints about the service messing up residents credit. I however never signed up or even knew about this program. All my payments for rent have always been drafted from my bank account on time every month. I would like this company investigated and my credit restored. 43 points it dropped my credit was 747! Ive reached out to the company ESUSU and Ive contacted Equifax to open an investigation as well. I can provide any documentation needed showing Ive never used this service.

  Customer Answer

  Date: 05/14/2024

  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,
  
  *****************************
  
  
  
   
  
  

  

  Business Response

  Date: 05/15/2024

  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, deleting any reported data from our database and from the bureaus per their request.
  
  

• Initial Complaint

  Date:05/06/2024

  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 company illegally opened 4 accounts using my information and is sending data to my credit report without my permission. Please close the account immediately.

  

  Business Response

  Date: 05/20/2024

  Esusu, **** (Esusu) was established with the ambitious vision of unleashing the power of data to bridge the racial wealth gap. Esusu provides rent reporting, Environmental Social Governance (ESG) analytics, and rental payment assistance to the benefit of millions of Americans. Our mission is to dismantle the barriers to housing for working families by establishing or improving individuals' credit scores so they can enjoy financial wellness and stability. As part of our core rent reporting business, we help investors, owners, and property managers of single and multifamily rental properties (our clients) improve their residents financial health by capturing the rental payments made by the residents and reporting them to *******, Experian and TransUnion every month.
  Esusu is dedicated to providing accurate credit reporting data and safeguarding the privacy and fair credit reporting rights of consumers.  During a recent data ingestion process for credit bureau reporting of rental payment data, we discovered anomalies that resulted in duplicate tradelines and the creation of new trade lines for consumers without any affiliation with said certain consumers. We immediately identified and worked to resolve this internal data issue by taking steps to submit corrections to remove the reported data.  These corrections will be reflected in a credit report provided by one of the three major credit bureaus (Equifax, Experian or TransUnion).   
  We have reached out to the complainant directly to provide additional information regarding this situation and the corrective action taken to address.  We apologize for any concern that this issue may have caused the complainant and appreciate their feedback. 
  
  

• Initial Complaint

  Date:05/06/2024

  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.

  On April 26, 2024- Esusu/Olympus added 3 accounts to my credit reports without my authorization and I want them removed immediately. It has caused my credit score to decrease signficantly. I want all my information deleted from their database.

  

  Business Response

  Date: 05/20/2024

  Esusu, **** (Esusu) was established with the ambitious vision of unleashing the power of data to bridge the racial wealth gap. Esusu provides rent reporting, Environmental Social Governance (ESG) analytics, and rental payment assistance to the benefit of millions of Americans. Our mission is to dismantle the barriers to housing for working families by establishing or improving individuals' credit scores so they can enjoy financial wellness and stability. As part of our core rent reporting business, we help investors, owners, and property managers of single and multifamily rental properties (our clients) improve their residents financial health by capturing the rental payments made by the residents and reporting them to *******, Experian and TransUnion every month.
  Esusu is dedicated to providing accurate credit reporting data and safeguarding the privacy and fair credit reporting rights of consumers.  During a recent data ingestion process for credit bureau reporting of rental payment data, we discovered anomalies that resulted in duplicate tradelines and the creation of new trade lines for consumers without any affiliation with said certain consumers. We immediately identified and worked to resolve this internal data issue by taking steps to submit corrections to remove the reported data.  These corrections will be reflected in a credit report provided by one of the three major credit bureaus (Equifax, Experian or TransUnion).   
  We have reached out to the complainant directly to provide additional information regarding this situation and the corrective action taken to address.  Additionally, we have processed AUDs with the credit bureaus and provided the complainant with a data deletion certificate for their records.  We apologize for any concern that this issue may have caused the complainant and appreciate their feedback.
  
  

  Customer Answer

  Date: 05/23/2024

  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:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Esusu placed an entry on my credit report that does not belong to me. I have never rented at a ***************************** property. This is potential fraud and I cannot get in contact with anyone at Esusu to get information to see if it was a data entry mistake or if it is truly identity theft. Their number just leaves me on hold and then hangs up on me.

  

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to alert us that you were not able to contact our support team.   We apologize for the long hold times you were experiencing due to an influx of calls at that time.  We have since addressed the issue and our wait times for phone support have resumed back to normal, which is typically 60 seconds or less.  During a recent data ingestion process for credit bureau reporting of rental payment data, we discovered anomalies that resulted in duplicate tradelines and the creation of new trade lines for consumers without any affiliation with said certain consumers. We immediately identified and worked to resolve this internal data issue by taking steps to submit corrections to remove the reported data.  These corrections will be reflected in a credit report provided by one of the three major credit bureaus (Equifax, Experian or TransUnion).   
  We have reached out to the complainant directly to provide additional information regarding this situation, the corrective action taken to address and provide answers to additional questions.  We apologize for any concern that this issue may have caused the complainant and appreciate their feedback. 
  
  

• Initial Complaint

  Date:05/02/2024

  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.

  This company stole my personal information. They opened a fraudulent account in my name using my SSN. They created a fraudulent address *************************************************************************************************************#*** both located in *******************. They are reporting to TransUnion credit bureau. They report under the name JVM MANAGEMENT, **** When I called to rectify the situation noone answers the phone. THEY'RE SCAM ARTIST.

  

  Business Response

  Date: 05/16/2024

  Esusu, **** (Esusu) was established with the ambitious vision of unleashing the power of data to bridge the racial wealth gap. Esusu provides rent reporting, Environmental Social Governance (ESG) analytics, and rental payment assistance to the benefit of millions of Americans. Our mission is to dismantle the barriers to housing for working families by establishing or improving individuals' credit scores so they can enjoy financial wellness and stability. As part of our core rent reporting business, we help investors, owners, and property managers of single and multifamily rental properties (our clients) improve their residents financial health by capturing the rental payments made by the residents and reporting them to *******, Experian,and TransUnion every month.
  Esusu is dedicated to providing accurate credit reporting data and safeguarding the privacy and fair credit reporting rights of consumers.  During a recent data ingestion process for credit bureau reporting of rental payment data, we discovered anomalies that resulted in duplicate tradelines and the creation of new trade lines for consumers without any affiliation with said certain consumers. We immediately identified and worked to resolve this issue by taking steps to submit corrections to remove the reported data.  These corrections will be reflected in a credit report provided by one of the three major credit bureaus (Equifax, Experian or TransUnion).   During this event our phone support team did experience a surge in phone calls and long hold times for consumers trying to contact us. We deeply apologize for the frustration this may have caused.  We have reached out to the complainant to provide additional information regarding this situation and the corrective action we have taken. 
  
  

  Customer Answer

  Date: 05/16/2024

  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 would like something in writing showing proof where corrective measures have taken place. What credit bureau did you write to remove your data from my credit report? I am requesting copies of such receipts. 

   

   

   

   

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

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

  Customer Answer

  Date: 06/14/2024

  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: the address depicted on this document is not mine. I have NEVER lived in or conducted business in any part of ********. This company fraudulently obtained my personal information and continues to use it in a fraudulent manner. The great state of New York should investigate this company for their illegal practices. 

   

   

   

   

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

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

  

  Business Response

  Date: 06/24/2024

  Per the complainant's previous request the attachments included in our June 7th response provide confirmation of the information that was entered into the e-***** portal to delete and remove the disputed information.  The fact that these documents show the disputed address is correct as this is the information that was submitted to the credit bureaus (via e-*****) to be removed from the complainant's credit report.  We sincerely hope this explanation provides further clarity.  

• Initial Complaint

  Date:03/25/2024

  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 have contacted them, to reconcile. They refused to tell me where the extra money comes from.

  

  Business Response

  Date: 04/29/2024

  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.  The information the complainant is seeing on their credit report reflects the on time rental payments they have made to their property management company.  We would be happy to submit an AUD with the credit bureaus to remove this data from the complainant's credit report but are not certain if that is the path they would like us take as the feedback in the complaint is about the cost of the rent being too high.  If the complainant is concerned about the cost of their lease they would need to work directly with the property management company to address.   We have attempted to contact the complainant multiple times to confirm how we can assist and can also confirm that we do not have a record of the complainant contacting Esusu in the past.  Our support team is hear to assist if the complainant would like to opt out of the rent reporting service and submit an AUD.  We can be contacted at ************ or **************************************.
  
  

  Customer Answer

  Date: 05/02/2024

  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 not been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/05/2024

  Type:Order 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 company opened an account using my information and is sending data to my credit report without my permission. Please close the account immediately.

  

  Business Response

  Date: 02/13/2024

  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 rent 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 reviewer is a resident with a property that is a client of Esusu. We have been in contact with the reviewer regarding the services we provide through their property management company and also provided additional context regarding the timing of and type of notifications sent to residents as a part of the program. Upon request we opted this resident out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report.

  Customer Answer

  Date: 04/24/2024

  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:01/18/2024

  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.

  My Landlord furnished my Sensitive Personal Information to this business without my consent. I want my personal information permanently deleted from their database. I have no relationship with this business, nor do I desire one.* Please respond via Email *

  

  Business Response

  Date: 01/29/2024

  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 rent 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 reviewer is a resident with a property that is a client of Esusu. Per their request, we have reached out to the complainant by email to provide more context on how we partner with their property to provide services to their residents. We have opted this resident out of the program and filed an AUD with the credit bureaus to remove Esusu from their credit report.

  Customer Answer

  Date: 01/30/2024

  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:

  Frankly, I'm appalled that they obtained my Sensitive Personal information without my consent.  And I requested that my Personal information be removed from the Esusu database, and not be shared with others.  Based on their response, it doesn't sound like this has been done.  But they did say that they removed their name off my credit report.  And opted me out of their credit score manipulation scheme.

   

   

   

   

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

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

  

  Business Response

  Date: 02/08/2024

  On January 26, 204 the complainant was opted out of the rent reporting program. We processed an internal data deletion and AUD with the credit bureaus and communicated this via email directly with the complainant per their request. Additionally, our support team provided the complainant with a PDF document confirming the actions we took to address their concern. Upon rereading our BBB response, we recognize that we did not include those specific details provided to the complaint in the direct email and apologize for any confusion or concern this may have created. As mentioned in our initial response, Esusu works with property managers and owners to provide services to their residents. The complainant is a resident in one of Esusus partner properties who offers the reporting of on time rental payments to the credit bureaus as a service. Esusus rent reporting program is well established and we have helped renters in accessing over $21.7B in new credit tradelines. Esusu has also partnered with both ****** *** and ****************** to bring free rent reporting in 200+ properties to over ******* residents. Lastly Esusu has been recognized by some of the top awards, publications and lists in the world including: TIME 100 Next, Forbes Fintech 50 and Fortune Change the World List.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 16, 2023 2023 I received an unsolicited email from ESUSU advising that my property management company, Invitation Homes, has partnered with them to report rent payments and included a link to opt out. I clicked to link and requested Opt out.On August 16, 2023, I received a second email from ESUSU advising that I was enrolled in rent reporting. Esusu added an inaccurate listing to my credit files and it didnt even accurately reflect my lengthy timely payment history.However, I replied to this email once again requesting to be opted out. This listing has yet to me removed although I have requested to be opted out numerous times via link and email.

  

  Business Response

  Date: 01/24/2024

  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 also work with property managers and owners to 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 and have filed an AUD with the credit bureaus to remove all on time rental payments reported per their request. We thank the complainant for alerting us to the technical issue they experienced with the opt-out link provided on the email correspondence they received in August and apologize for any frustration this may have caused.

• Initial Complaint

  Date:01/05/2024

  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 was contacted by this company concerning a renter credit report program that my Rental Property ****** Properties automatically enrolled their tenants in . Upon reading the email I was given a choice to opt out and which I did . After careful review of my credit report the Property did indeed submit my information of my rental history without my permission. After several emails I only received a a reference number . No participation means no interest at all so why is it on my credit report Take it off period never to return again.

  

  Business Response

  Date: 01/17/2024

  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 also work with property managers and owners to 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.  The complainant was opted out of the rent reporting program in May yet following the complainant's lease renewal in December, a standard procedure was initiated to offer re-enrollment in our program, which led to his inclusion. We have opted the complainant out of the rent reporting program and have filed an AUD with the credit bureaus to remove all on time rental payments reported per their request.