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:12/14/2023

  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.

  Recently, Esusu worked behind the scenes with my landlord and without my authorization signed me up with Esusu's credit reporting scheme. I did not and do not want any of their services and am requesting immediate removal from their database/files. I do not want my credit report attached to this company in any manner whatsoever. I have no way to contact them except though email and I do not have regular access to any email nor computer with which to officially opt out and/or verify they have removed me from their services which I never requested in the first place. Therefore I am requesting contact from Esusu via phone and/or this BBB filing to verify they have my request to remove me from their services and will no longer be reporting my information to any credit bureau.

  

  Business Response

  Date: 12/15/2023

  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.  The complainant is a resident with a property that is a client of Esusu.  Residents at this property received communications in November regarding the Rent Reporting program and to contact Esusu Support if they would like to opt out of the program.   On December 6, 2023 the complainant was opted out of the rent reporting program per a request made by the Leasing Specialist at the property the complainant resides at.   Per the complainants additional request we have processed an internal data deletion and AUD with the credit bureaus.  We have attempted to reach out to the complainant but the phone number provided was not complete.  Esusu Support is here to help and is available via phone, text, email or a submission form on our website.  For future reference Esusus customer support phone number is ************ and more information on how to contact support is located on our website here *************************************************************************************************;  

• Initial Complaint

  Date:12/05/2023

  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 company stole my information and has placed information on my credit report as if I have opened an account with them. They obtained and used my information without my permission.

  

  Business Response

  Date: 12/11/2023

  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.
  
  

  Customer Answer

  Date: 12/13/2023

  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:12/04/2023

  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 company opened an account and is sending data to my credit report without my permission. Please close the account immediately and stop sending data to my credit report!

  

  Business Response

  Date: 12/11/2023

  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.

  Customer Answer

  Date: 12/13/2023

  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:11/02/2023

  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 requested to not be put on to their system to push data to my credit report. They have an opt out process, which I followed completely. Of course they did not do their part and oops is all I get. I request their data to be removed from my credit report ASAP. No oops ** response, actual work to be done.

  

  Business Response

  Date: 11/17/2023

  We have reached out to the complainant to address their concerns and have filed an AUD with the credit bureaus to have the records deleted from the complainant's credit report.  We thank the complainant for raising their concern, providing us the opportunity to assist in resolution and apologize for any frustration this situation may have caused.
  
  

• Initial Complaint

  Date:10/26/2023

  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 Company without ,my permission, or consent, to my personal information, went into my credit file and Opened up a credit file under my name and brought down my credit score! I want them to cancel that file and take me out of their system completely! and ***************** score to what it was before they invaded my privacy!

  

  Business Response

  Date: 11/01/2023

  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 *********** per their request.
  
  

  Customer Answer

  Date: 11/09/2023

  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:10/24/2023

  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 stole my information and has placed information on my credit as if I have rented property from them. Although it shows as a paid debate, they obtained and used my information without my permission.

  

  Business Response

  Date: 11/07/2023

  We have reached out to the complainant to address their concerns and have filed an AUD with the credit bureaus to have the records deleted from the complainant's credit report.  We thank the complainant for raising their concern, providing us the opportunity to assist in resolution and apologize for any frustration this situation may have caused.
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for rental assistance loan request *****, created on 08/04/2023. I am unsure if this company is legit because I havent had any communication with the company about the loan request once submitting my personal information. I never have had to wait almost a month for any type of approval. Rent is due in a couple days and still I have not had any response from the company concerning the loan. I am looking for my application to be processed as soon as possible.

  

  Business Response

  Date: 09/06/2023

  Esusu, **** is a financial services company that is harnessing the power of data to bridge the racial wealth gap.  To that end, we offer rent relief funds to qualified residents of the property managers and building owners we work with.  The Rent Relief application and review process consists of multiple steps and takes approximately 4-6 weeks.  During that time, email messages are sent to applicants to provide them the status of their applications.  In reviewing our loan application email logs we have determined that communications were sent to the complainant on the following dates regarding their account creation and loan applications:  7/16, 8/7, 8/29.  Additionally, we have record of the complainant contacting our support team on 8/16 and 8/21 to inquire on the status of their applications.  Esusu Support responded on 8/17 and 8/22 respectively to both of these inquiries.   We receive many applications daily and do our best to review them all as quickly as possible. We recognize and understand the complainant's frustration in the timeline of the overall process and apologize for any inconvenience this may have caused.  We appreciate the complainants feedback as we continue to expand and improve upon the overall program. 
  
  

  Customer Answer

  Date: 09/09/2023

  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:

  [Your Answer Here]

  I am still waiting on my pending application status. Loan request  *****. 

   

   

   

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

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

  

  Business Response

  Date: 10/30/2023

  Esusu received loan application ***** from the complainant on 9/6/2023.   Emails were sent to the complainant during the loan review process on 9/6/2023, 9/11/2023, 9/19/2023 and 9/22/2023.  The last email sent regarding the final status of the complainant's application was sent on 9/22/2023.  Applicants can check the status of their application at any time by logging into the account they created in the loan application portal here.  *********************************************************************;  Esusu Customer Support is also available to help applicants with any questions they may have during the process.  Our hours of operation and contact information is located on our website here:  ********************************************************************************************

   

  
  

• Initial Complaint

  Date:08/25/2023

  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 business obtained my personal information from ******************* without my permission and is now presumably to report rent payments to credit reporting agencies. I did not agree to allow their access or use of my personal information.

  

  Business Response

  Date: 08/29/2023

  Esusu, **** is a financial services company harnessing the power of data to bridge the racial wealth gap.  To that end, we work with property owners and managers to report the on time rental payments of their residents to the credit bureaus.  In this instance, we work with the complainant's landlord.  The complainant had reached out to our support team on July 25th to be opted out of the program offered by his property and we processed this request on July 26th.  We have also reached out to the complainant to confirm completion of their request, clarify the program and answer any additional questions.  We appreciate the complainants feedback and apologize for any concerns this may have caused.

  Customer Answer

  Date: 08/31/2023

  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:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for the rental assistance loan on 7/12/23, I was asked to verify my bank account electronically which was completed 7/19/23, I sent an email on 8/4/23 inquiring of the status and received the following response:Hi *********, Thank you for reaching out and we hope that you're doing well. We checked our records and confirmed that you have completed the bank verification phase of your Rent Relief application. Please be assured that we have already marked your application for our team to review and no further action is required. Our team is working hard to ensure all **************** applications are thoroughly reviewed. Once bank verification is completed, it usually takes at least 2-3 weeks to complete the verification process and we are currently in the final phase of the application's review process. This might take longer due to the steady increase of applications we received. Rest assured, you will receive an email from us once the decision has been reached for your Rent Relief application. You may also check your application status by logging in to your account at **************************************************. Once again, we truly appreciate your extended patience and hope for your understanding as we navigate through this part of your application. Have a wonderful day ahead. Girlie My concern is, if people are applying for help with rent, why is it taking over a month to approve when your verification is electronic? Who would know they need assistance 2 months later?

  

  Business Response

  Date: 08/23/2023

  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 report on and also assist in providing financial literacy and other services to their residents. To that end, we offer rent relief funds to qualified residents of the property managers and building owners we work with.  The Rent Relief application and review process consists of multiple steps.  Some of these steps, like bank verification, are automated while some of the steps require our team to manually review each application. We receive many applications every day and do our best to review them all as quickly as possible. We recognize and understand the complainant's frustration in the timeline of the overall process and apologize for any inconvenience this *** have caused.  We have reached out to the complainant directly to provide the information provided in this response and to also provide information around other resources that *** be available to them at this time which can be found at the Esusu Marketplace at [**************************************************************************] We appreciate the complainants feedback as we continue to expand and improve upon the overall program. 
  
  

  Customer Answer

  Date: 08/30/2023

  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:

  After the company received my complaint, they declined my application the next day. I feel that was a retaliatory action considering my credit was not bad, and now all of a sudden they started reporting me to the credit bureaus this month which has negatively affected my credit.

   

   

   

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

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

  

  Business Response

  Date: 09/06/2023

  The complainant is a resident of a property that recently partnered with Esusu to report all on-time rental payments of its residents. On June 12, 2023, we sent an email to all residents, including the complainant, to inform them about the partnership and provide an option to opt-out if they did not wish to participate in the program. We did not receive a response at that time from the complainant and they were enrolled in the rent reporting program.
  It is possible to see a decrease in credit score when someone first starts reporting rental payments; this is normal and happens whenever you open a new account, whether its a credit card, car loan, or rental report. Most Esusu renters see an increase in their starting credit score within three to six months of rent reporting.  It is important to note that the changes in credit scores are dependent on someone's overall current financial situation and not just their on-time rental payments. 
  We have offered to opt the complainant out of the Rent Reporting program and submit an AUD on their behalf to delete any on-time rental payments that have been reported.  We are awaiting confirmation from the complainant on if they would like to remain or opt-out of the program.
  Additionally, we recognize and understand the complainants disappointment with the overall time to process and the decision about their rent relief application submitted on July 12, 2023.  The application review process typically takes approximately 4-6 weeks on average.  On August 15, 2023 at 10:47 AM our team completed the review of the complainants application and sent an email informing them of the outcome.  
  Based on the complainants feedback, we have reviewed the timestamps on the BBB communications to validate the timelines.  The BBB sent Esusu Support an email notification of a new complaint on August 16 2023 at 2:27:28 AM.  Our support team logged into the BBB site and read the complaint details on 8/16/23 at 9:26 AM.  This kicked off a review and investigation within our support team and upon researching the situation our support team sent a second email to the complainant reconfirming the status of their application on August 18, 2023 3:08 PM.
  We thank the complainant for their feedback as it helps us to determine how to improve our overall processes and communications.
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising 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 July 30th of 2023 I received a credit report alerting me of a new loan account that was opened with Esusu and Releated Affordable LLC. I have never gotten a loan with either of these entities, never dealt with Releated Affordable LLC nor Esusu, and I've since confirmed with my landlord that they've had no dealings with Esusu. I'd would like this situation to be rectified as immediately as possible. This is fraudulent use of my personal information to open an account that I have no knowledge or involvement with. The initial activity report date does not align with the start of my lease, the sum does not align with my current rental, I have never opted into a relief program, and the fact that the state of this account remains "open" gives me concerns about any future fraudulent/irreponsible act involving my personal information. This fraudulent account should be removed immediately through all credit agencies.

  

  Business Response

  Date: 08/11/2023

  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.   Rarely, we receive incorrect data which causes an individual to be reported on in error as happened here.  We have reached out to the complainant to address their concerns and have filed an AUD with the credit bureaus to acknowledge the error and have the record deleted from the complainant's credit report.  We thank the complainant for raising their concern, providing us the opportunity to assist in resolution and apologize for any frustration this situation may have caused.