Complaints

This profile includes complaints for Xact Loan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xact Loan

  7755 Montgomery Rd Suite 500 Cincinnati, OH 45236-4291

• 

  Xact Loan

  PO Box 14283 Cincinnati, OH 45236

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:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to XAct website to apply for a loan on Friday/Saturday June 14th and 15th. It said I got approved for up to $1,160. However, when I tried to load next page to e-sign, it never let me. I called and called and called XAct on Monday, June 16th, 2025. They kept resetting the application and I had to reapply. Then I plugged in another account. It went to next steps of verifying my bank account by ACTUALLY LOGGING INTO THE ACCOUNT and looking at my information. I called and called again about if they took me off pending. Said I'd receive an email or phone call. No email. They called around Noon today, June 17, 2025 and said I got approved. They wanted to walk me into signing in and esigning docs. However, upon signing in, it wanted me to complete application again. It kept doing this to me. I called again around 4:30pm CST zone. The guy said notes say my account a savings and not in my name. MY ACCOUNT IS IN MY NAME. The bank used my full name because other people share my same name and have tried to steal my money in the past. On XAct website, it has no place for middle iniital or complete middle name. So this just a ploy. They have information to more than 1 account on me. I want all information shredded, deleted, and them to unsubscribe me from their (pocket360 dot com) website that is how you complete the application for them in the first place. This company should be ashamed. Folks having to do applications 5 to 10 times and still not be able to esign, even after being approved for a loan. It is crazy. They better not steal any money. I am also sending this information to Federal Trade Comission once BBB gets done, for their records.

  Business Response

  Date: 06/24/2025

  June 20, 2025
  
  Ref. No. # ********
  
  Re: ********* *****; Better Business
  Bureau
  
  
  To Whom it May Concern,
  
  Thank you for the correspondence
  regarding your Xact Loan. The Xact Loan is an installment loan originated and
  funded by ******* ********* **** (“******”), a **** Chartered bank, located in
  ***** ****, Member FDIC.  We have
  reviewed the complaint and appreciate the opportunity to investigate the matter
  and provide a response.
  
  We completed an investigation into the
  matter and can confirm that *** ***** submitted multiple Xact installment loan
  applications between 6/14/2025 – 6/17/2025. 
  Although some applications were withdrawn in order to resubmit a subsequent
  application, a successful application was submitted on 6/17/2025 which was
  ultimately denied for failure to validate applicant information. 
  
  Within her complaint, *** ***** has
  requested that we remove her personal information from our system and that we
  unsubscribe her account from the **** app. 
  We can confirm that a request has been submitted to our IT team who will
  deactivate her account and unsubscribe it from the **** app.  Regarding her request to remove her personal
  information from our system, we would like to advise that Xact is required by
  State & Federal law to retain loan information and application documents
  for specific timeframes, and we also retain that information for internal
  auditing purposes.  We can return any
  original documentation submitted, however we would like to ensure *** ***** is
  aware that copies will be retained for our records to ensure compliance.
  
  If *** ***** would like to request the
  return of specific original documentation submitted as part of her application,
  we would encourage her to contact us directly at ###-###-#### and one of our
  friendly agents will be able to assist her with that process.
  
  
  Thank you,
  
  Xact Loan Customer Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

  Customer Answer

  Date: 06/24/2025

  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. 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reaching out to xact/cng they are stating that they have sold my account to a third party debt collector.
  1.) I was never emailed, called, nor mailed by Xact about being late on the loan.
  2.) my credit report is showing the account is charged off and there is still a balance which is a violation of the fair credit act given that the loan is sold.
  2.) the agency that xact claims they sold the loan to has no knowledge of the loan, claims they don’t work with xact and finally states that they don’t buy any debt from anyone. They only collect.
  
  If the loan can be recalled and or if it hasn’t been sold l, I would like to reach a fair settlement. Correspondence will be forwarded the the ** **** as well.

  Business Response

  Date: 05/29/2025

  5/22/2025
  
  Ref. No. # ********
  
  Re: ***** ******; Better
  Business Bureau (BBB)
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding your Xact Loan. The Xact Loan is an installment loan
  originated and funded by Capital Community Bank (“CCBank”), a **** Chartered
  bank, located in ***** ****, Member FDIC. 
  We have reviewed the complaint and appreciate the opportunity to
  investigate the matter and provide a response.
  
  After completing an
  investigation into the matter, we can confirm that *** ****** obtained an Xact
  loan on 7/11/2024 in the amount of $2,400.00. 
  Our records indicate the loan was written-off and transferred to our
  internal collections team on 12/4/2024. 
  The loan eventually defaulted due to non-payment and was set to be sold
  to ******* Financial when *** ***** called on 5/20/2025.  That sale was not successful and the loan was
  recalled from ******* and was successfully purchased by ******** on 5/22/2025
  with a balance of $3,478.76.  A review of
  the communication history associated with *** ******** account confirms multiple
  emails were sent to *** ****** advising of late/returned payments.  Additionally, several attempts were made to
  contact *** ****** via phone prior to the loan sale, however our collections
  agents were unable to successfully interact with him before his loan defaulted
  and was sold to a third-party debt buyer.
  
  Within his complaint,
  *** ****** claims the information currently reported to the credit bureaus is
  in violation of the Fair Credit Reporting Act, specifically the outstanding
  balance reported.  We would like to
  ensure *** ****** understands that Xact adheres to stringent guidelines under
  the FCRA to ensure all reported information is accurate and complete.  We can confirm that the information currently
  reported to the bureaus accurately reflects the loan’s status as “charged off
  and sold,” with a balance consistent with the account at the time of sale. This
  reporting is truthful, complete, and compliant with the Fair Credit Reporting
  Act (FCRA).  We would also like to ensure
  *** ****** is aware that his account will always remain in a write-off status
  with the balance reported, and the procedure is a matter of corporate policy.
  
  We respectfully
  decline *** ******** request to alter any information reported to his credit
  profile which associated with his Xact loan, as the information currently
  reported has been determined to be accurate, complete and permissible under the
  FCRA.  If *** ****** has any additional
  questions, or wishes to discuss this matter in greater detail, we would encourage
  him to contact ******** directly at ###-###-####.  We would have no additional information to
  offer, as we are no longer the current owner of his debt, and do not have any
  control over the reporting or account-keeping standards implemented by a third-party.
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  This is false.  I have yet to receive an updated notice as to whom the account was sold to.  
  

  Moreover it is a violation of the FDCA to report an amount other zero after an account has been sold.  I will be filing a complaint with the **** and the ********** 
  DFPI - particularly as you admitted your violation in this response. 
  
  Regards,
  
  
  
  *********** ******
  
  

• Initial Complaint

  Date:05/16/2025

  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 received an email saying a loan was approved in my name. I did not apply for a loan with Xact and contacted them about this to report this as fraudulent. Everyone I have dealt with has acted extremely suspicious. There internal team was investigating this activity and said there was no loan associated with my email. I never received a loan number and they did not ask for this. What lender operates like this?
  
  I requested what form of ID was used to approve the loan as well as what income verification was used to approve the loan and have heard nothing back. I also asked for documentation of the loan to be sent to me and have heard nothing from them. I have an attorney and law-enforcement involved on this and will not stop until this is resolved.
  
  I question the legitimacy of this company. I would not recommend going with them in any capacity. I am stuck dealing with them to determine if this was fraudulent or if they are trying to scam me out of information.

  Business Response

  Date: 05/22/2025

  5/22/2025
  
  Ref. No. # ********
  
  Re: **** *****; Better
  Business Bureau (BBB)
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding the Xact Loan product. The Xact Loan is an installment
  loan originated and funded by ******* ********* Bank (“******”), a ****
  Chartered bank, located in ***** ****, Member FDIC.  We have reviewed the complaint and appreciate
  the opportunity to investigate the matter and provide a response.
  
  Our Fraud Team
  performed a detailed ID Theft investigation and have made the decision to honor
  *** ******* claim.  In order to start the
  mitigation process, we have notified our Collection Department to cease all
  collection activity. Additionally, any calls or written notifications *** *****
  received in the past will cease. If his account was reported to any of the
  credit reporting agencies, the tradeline will be removed.  We ask for *** ******* patience while our
  Credit Team ensures this information is removed properly and completely.  Additionally, an official letter has been
  drafted by one of our Fraud Analysts confirming the ID Theft claim and the
  letter will be sent to the physical address *** ***** provided within his
  complaint.  He can present this
  confirmation letter to the credit reporting agencies to request removal of any future
  inquiries associated with this account.
  
  We understand being a
  victim of identity theft can be confusing, stressful, and time consuming;
  however, we wanted to make sure *** ***** was aware that the Federal Trade
  Commission (FTC) has established a website to help victims navigate the
  identity theft recovery process. He can access that website by visiting www.identitytheft.gov/.
  where he can create a customized recovery plan that is tailored to his unique
  situation.
  
  *** ***** may also
  want to contact the three main credit bureaus to request fraud alerts, credit
  freezes, or opt outs from pre-screened offers. The contact info for each bureau
  is below:
  
  •           *******             ###-###-####               *******************************************
  •           ********           ###-###-####               *****************
  •           **********       ###-###-####               **************************
  
  If *** ***** has any
  questions or need additional assistance, we would encourage him to contact a
  member of our Fraud Team by calling ###-###-####, who will be happy to assist
  *** ***** with any additional concerns.
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

• Initial Complaint

  Date:05/13/2025

  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.

  Hi, I was late on a payment or two with my xact loan and I have struggled to save up to finally be able to pay off my loan, I’lol be honest, they helped me in my time of need and made the whole lending process fast and easy. My only problem now is before paying off the loan I had called to make enquiries about a pay for delete and I was told that they would look into it, I paid off my loan but up until now my credit has been impacted with a derogatory remark
  I feel like a goodwill should have been extended to me even after I called to let them know that I lost my job, they say they can’t help with the payment plan I already committed to and I said okay
  I struggled and I paid it off
  I’m please requesting a pay for delete as a show of goodwill
  Please

  Business Response

  Date: 05/21/2025

  5/21/2025
  
  Ref. No. # ********
  
  Re: **********
  *********; Better Business Bureau (BBB)
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding the Xact Loan product. The Xact Loan is an installment
  loan originated and funded by ******* ********* Bank (“******”), a ****
  Chartered bank, located in ***** ****, Member FDIC.  We have reviewed the complaint and appreciate
  the opportunity to investigate the matter and provide a response.
  
  After completing an
  investigation into the matter, we can confirm that *** ********* obtained an
  Xact loan on 11/20/2023 in the amount of $2,125.00.  We can confirm that her loan is now closed in
  our system, contains a zero balance, and reflects a final status of “Satisfied
  – Paid in Full”. 
  
  Within her complaint,
  *** ********* has requested the removal of late payments and derogatory remarks
  from her credit report which are associated with her Xact Installment Loan.  We would like to advise that Xact is required
  to adhere to stringent guidelines under the Fair Credit Reporting Act (FCRA) to
  ensure all reported information is accurate and reflects the account’s true
  status at the time of reporting.  To be
  clear,  reporting both timely and late
  payments are necessary to meet our regulatory requirements under the FCRA.
  
  We respectfully
  decline to alter *** *********’s credit report or remove any late payment
  information submitted, as the information reported to the bureaus has been
  determined to be accurate, complete, and required under the Fair Credit
  Reporting Act.
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Exact Loan Company since May 2024. Up until two months ago, I had no issues making my loan payments online using my debit card. However, I am no longer able to make payments online, as no payment option appears when I log into my account. I have contacted several representatives, leads, and supervisors over the past two months — all of whom gave inconsistent responses and promised to call me back after investigating the issue. To this day, I have not received a single return call.
  
  The worst experience occurred on April 8, 2025, when I was told the reason I can no longer make online payments is because I had been making my payments early with a debit card, and that apparently disqualifies me from using the online system. This explanation is unreasonable, considering I have consistently paid early using a debit card since May 2024 with no prior issues.
  
  Additionally, I was told that payments made early must now go only toward the loan principal or be considered extra payments, and not toward my upcoming payment. This is a new policy that was not previously disclosed to me, and I was told this has "always been the policy," which is simply not true based on my experience.
  
  On April 9, 2025, I called again and was told that the website is “experiencing issues.” If that were truly the case, I should have been informed of this when I initially called two months ago.
  
  Desired Resolution:
  A clear, written explanation of why I can no longer make online payments.
  Immediate restoration of the ability to make payments online using my debit card.
  A detailed breakdown of how my recent payments have been applied (principal, interest, or upcoming due).
  A formal apology for the lack of consistent communication and failure to follow up.
  Assurance that if policies have changed, I am notified in writing in advance.

  Business Response

  Date: 04/18/2025

  April 14, 2025
  
  Ref. No. # ********
  
  Re: ******* *****; Better
  Business Bureau
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding your Xact Loan. The Xact Loan is an installment loan
  originated and funded by Capital Community Bank (“CCBank”), a **** Chartered
  bank, located in ***** ****, Member FDIC. 
  We have reviewed the complaint and appreciate the opportunity to
  investigate the matter and provide a response.
  
  We completed an
  investigation into the matter and can confirm that *** ***** obtained an Xact
  installment loan on 5/10/2024 in the amount of $3,250.00.  Within her complaint, *** ***** expresses
  frustration with the inability to make an installment payment virtually via the
  **** app.  We would like to confirm that her
  inability to make a payment via the **** app was the result of an unforeseen
  systemic glitch which occurred when system updates were being made to the Xact
  loan product for customers in the State of **********. We recognize that *** ***** received inconsistent messaging from our customer service agents
  regarding the root cause of the online payment errors, and we want to ensure
  that she understands this issue was not retaliatory or intentional in any way.
  
  *** ***** also
  expressed dissatisfaction regarding extra payments, and the allocation of funds
  towards principal versus interest.  We
  would like to reiterate that *** ******* loan agreement details the manner in
  which all payments are allocated.  Her
  loan agreement states “We apply your payments first to any outstanding balance,
  unpaid fees, interest (accrued as of the date the payment is received), then to
  principal (due as of the date the payment is received), and then to any other
  charges you owe us.”  This allocation
  remains consistent across all payment methods and payment types.
  
  We recognize that *** ***** has been seeking a remedy for this issue for several weeks; however, pinpointing
  the issue within our system and implementing a long-term resolution can
  sometimes take longer than expected.  We
  sincerely apologize for any inconvenience this may have caused her. 
  
  As part of our
  response, we would like to confirm that a system update was implemented on
  4/13/2025 which restored the ability to make payments via the **** app for
  ********** customers, and that option is now available within *** ******* ****
  profile.  Although this payment method was
  recently added back, *** ***** has always had multiple payment options at her
  disposal to make a payment on her account (including payments made with an
  agent over the phone as well as through our automated IVR portal).
  
  If *** ***** has any
  additional questions, or if she is still experiencing issues with her ****
  account, we would encourage her to contact us directly at ###-###-#### and
  one of our friendly agents will be happy to assist her as best they can.
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are 

  Thank you for your response. After reviewing your message, I did log into ****** *** and I can now see that the option to make an online payment has been restored, which I truly appreciate.
  However, I would like to formally dispute the following part of your response:
  “Although this payment method was recently added back, *** ***** has always had multiple payment options at her disposal to make a payment on her account (including payments made with an agent over the phone as well as through our automated IVR portal).”
  This statement is not accurate. During the time in question, the IVR system was not functioning for me—I was not presented with the IVR option when I called either the 1-800 number or the specific number I was provided. As a result, I resorted to speaking with a live representative. Unfortunately, when I clearly stated that I wanted to make a payment of $292, the representative processed a payment for $2,092. After that experience, I no longer felt comfortable making payments over the phone unless I escalated the call to a supervisor—because that became the only remaining option available to me. This has been a frustrating process that has gone on for nearly three months, not just a weeks.
  Additionally, I would like to address your statement regarding extra payments:
  “*** ***** also expressed dissatisfaction regarding extra payments, and the allocation of funds towards principal versus interest...”
  To clarify, I am fully aware of the terms outlined in my loan agreement regarding how payments are applied. My concern was never about making extra payments or misunderstanding the contract. My issue lies in the inconsistent information I received from customer service representatives. I was told repeatedly that if I made a payment over the phone, it would be considered an "extra payment" and that my scheduled payment would still be withdrawn as usual—meaning I had no option to have that payment applied toward my upcoming scheduled payment. However, once I escalated the matter to a supervisor, I was told that I absolutely could request that the payment be applied to the upcoming due date.
  This inconsistency has created unnecessary confusion and frustration. I hope this helps clarify my position and the concerns I raised in my previous communications.

  
  
  
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  Ref. No. # ********
  
  Re: ******* *****; Better
  Business Bureau
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding your Xact Loan. The Xact Loan is an installment loan
  originated and funded by Capital Community Bank (“CCBank”), a **** Chartered
  bank, located in ***** ****, Member FDIC. 
  We have reviewed *** ******* rejection and appreciate the opportunity to
  provide a response for clarification.
  
  Within her most
  recent rebuttal, *** ***** states the Interactive Voice Response (IVR) payment
  option was not functioning during the timeframe in question while she was
  experiencing technical issues with the **** app.  We would like to advise that the IVR portal
  was functioning properly during this time period.  Additionally, we have not received any
  additional customer complaints or IT notifications indicating an issue existed within
  the IVR portal.  Although it might not have
  been her preference at the time, would like to reiterate that there were multiple
  payment options available to her during this time, including the option to make
  a payment over the phone with a live representative or supervisor.
  
  Again, we do apologize
  for the confusion and frustration felt by *** ***** as a result of the
  technical issue she experienced.  We also
  recognize that *** ***** received inconsistent messaging from our customer
  service agents as previously stated within our original response.  As with *** ******* newest communication, we
  hope this provides clarity surrounding the concerns she has raised, and we
  appreciate her taking the time to reach out to us.
  
  If *** ***** has any
  additional questions, or if she would like to discuss this matter further, we
  would encourage her to contact us directly at ###-###-#### and one of our
  friendly agents will be happy to assist her as best they can.
  
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

  Customer Answer

  Date: 05/23/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:03/27/2025

  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.

  We applied for funding at a time of dire need. Xact immediately began calling from multiple numbers with multiple agents. I was bombarded with calls to start this loan. Given my situation I felt I had no other choice but to take this loan. The loan was for $4000 opened in December of 2024. Since then I have paid $2800 back in $700 a month payments. The loan amount has barely changed due to the ridiculous and criminal interest rate. I still owe $3864 after paying $2800 in payments. This is crippling my family more than the situation that caused me to need the money. How is it legal to charge $11,900 payback on a $4,000 loan over 17 months? Thats 300%!! I was taken advantage of with this loan.

  Business Response

  Date: 04/03/2025

  3/28/2025
  
  Ref. No. # ********
  
  Re: ******* ********;
  Better Business Bureau
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding the Xact Loan product. The Xact Loan is an installment
  loan originated and funded by Capital Community Bank (“CCBank”), a ****
  Chartered bank, located in ***** ****, Member FDIC.  We have reviewed the complaint and appreciate
  the opportunity to investigate the matter and provide a response.
  
  After completing an
  investigation into the matter, we can confirm that *** ******** agreed to the
  terms and conditions of his Loan Agreement when he obtained an Xact loan on 12/6/2024
  in the amount of $4,000.00.  According to
  the loan agreement he signed, his loan contained an APR of 222.39%, Finance
  Charges of $8,623.14 and a Total of Payments amounting to $12,623.14.  His payment schedule consists of 36 bi-weekly
  payments of $350.62 which began on 12/18/2024 and contains a final payment of $351.44.  Page three of *** ********** Loan Agreement
  provided him with details regarding payment allocation and states “We apply
  your payments first to any outstanding balance, unpaid fees, interest (accrued
  as of the date the payment is received), then to principal (due as of the date
  the payment is received), and then to any other charges you owe us.”  These terms were clearly outlined within the
  Federal Truth-In-Lending statement located on page one of the Loan Agreement *** ******** signed prior to accepting loan funds. 
  In no way was *** ******** forced or coerced into accepting this loan,
  and his voluntary signature on the Loan Agreement confirms his understanding of
  the loan terms prior to origination.
  
  Within his complaint Mr.
  ******** expresses concern with the amount of interest he is being charged for his
  loan and also questions the legality. We would like to advise *** ******** that
  CCBank is governed by both federal banking laws and the laws of the State of
  ****, and there is no limitation imposed on the interest rates associated with her
  Xact loan. In fact, CCBank’s Xact Loan was designed to provide consumers, with
  little or poor credit histories, an opportunity to solve short-term financial
  needs and was created with the intent of providing consumers with a tool to
  build or establish their credit history, if properly managed. 
  
  We respectfully
  decline to alter *** ********’ payment schedule or loan status, as his loan is
  still open and active.  We would like to
  remind *** ******** that he is more than welcome to pay off his loan early,
  which would result in a reduction of the daily interest accrued over the life
  of the loan.  The payoff amount for Xact
  loans changes daily and adjusts according to the amount of daily interest
  accrued.  We would encourage *** ********
  to contact customer support at any point to request an up to date payoff
  amount.  He can reach customer support at
  ###-###-#### where one of our friendly agents will be happy to assist him.
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  www.xact.com/contact

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The company did not address the issue of its sales tactics of its loan product. The company called me back to back numerous times a day from multiple agents with multiple numbers. This aggressive pressure tactic is part of the predatory loan practices that lead to me accepting their offer. I was rushed through the process with no time to review the extensive loan documents that I was sent. This company should be ashamed of its practices and how it takes advantage of people in bad situations. Since, this attempt to resolve this matter was met with no resolution I will be seeking legal counsel to resolve the matter in court which will cost the company much more than the loan amount. Thank you 
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

• Initial Complaint

  Date:03/21/2025

  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.

  Xact Flex randomly sent an email (March 19, 2025) stating that they were ceasing draws on their line of credit. It gave a number to speak with representatives for further information, but the representative was not able to give any explanation as to why or what to come. The email came on the exact date the cease occurred, so there was no heads up or warning with no explanation.

  Business Response

  Date: 03/28/2025

  3/25/2025
  
  Ref. No. #********
  
  Re: ******* *******; Better Business
  Bureau (BBB)
  
  
  To Whom it May Concern,
  
  Thank you for the correspondence
  regarding the Xact Flex Line of Credit. The Xact Flex product is an
  online-only, open-ended line of credit originated and funded by Capital
  Community Bank (“CCBank”), a **** Chartered bank, located in ***** ****, Member
  FDIC.  We have reviewed the complaint and
  appreciate the opportunity to investigate the matter and provide a response.
  
  We can confirm that *** ******* was
  sent an email on 3/19/2025 related to her Xact Flex Line of Credit.  The correspondence advised *** ******* that
  as of March 19, 2025 she would no longer be able to draw additional funds from
  her line of credit.  We would like to
  ensure *** ******* understands this email was sent to all customers who
  currently have an open Xact Flex line of credit, and the changes discussed
  within the correspondence apply to all customers, rather than only to her
  individual account.
  
  Although future draws will no longer
  be permitted, the terms of *** ********* contractual agreement are unchanged
  and remain effective until the account is closed, and the outstanding balance
  is repaid.  If she has any additional
  questions or concerns she would like to discuss in greater detail, we would
  encourage *** ******* to contact us directly at ###-###-#### and one of our
  associates will be available to assist her.
  
  
  Thank you,
  
  Xact Loan Customer Advocacy Department
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  ********************

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/13/2024 I requested funds and amount was 1625$; I have paid bi weekly total of 8 payments × 139.31 totally 1200$. Currently today told I still owe 1529.75. Loan has only reduced 195.25$ after 8 bi weekly withdraws.
  I believe indiana/ohio has strict exorbitant cap on these high rates and it's against the law.
  I would like resolution on this matter and loan zero balance due.
  Your review and help to give some comfort to my family would be appreciated.
  ****** ********
  **********

  Business Response

  Date: 03/27/2025

  3/27/2025
  
  Ref. No. # ********
  
  Re: ****** ********; Better
  Business Bureau
  
  
  To Whom it May
  Concern,
  
  Thank you for the
  correspondence regarding the Xact Loan product. The Xact Loan is an installment
  loan originated and funded by Capital Community Bank (“CCBank”), a Utah
  Chartered bank, located in ***** ****, Member FDIC.  We have reviewed the complaint and appreciate
  the opportunity to investigate the matter and provide a response.
  
  After completing an
  investigation into the matter, we can confirm that *** ******** agreed to the
  terms and conditions of her Loan Agreement when she obtained an Xact loan on 12/13/2024
  in the amount of $1,625.00.  According to
  the loan agreement she signed, her loan contained an APR of 219.40%, Finance
  Charges of $3,389.63 and a Total of Payments amounting to $5,014.63.  Her payment schedule consists of 36 bi-weekly
  payments of $139.31 which began on 12/20/2024 and contains a final payment of $138.78.  Page three of *** ******** Loan Agreement
  provided her with details regarding payment allocation and states “We apply
  your payments first to any outstanding balance, unpaid fees, interest (accrued
  as of the date the payment is received), then to principal (due as of the date
  the payment is received), and then to any other charges you owe us.”  These terms were clearly outlined within the
  Federal Truth-In-Lending statement located on page one of the Loan Agreement *** ******** signed prior to accepting loan funds. 
  In no way was *** ******** forced or coerced into accepting this loan,
  and her voluntary signature on the Loan Agreement confirms her understanding of
  the loan terms prior to origination.
  
  Within her complaint Ms.
  ******** expresses concern with the amount of interest she is being charged for
  her loan and also questions the legality. We would like to advise *** ********
  that CCBank is governed by both federal banking laws and the laws of the State
  of Utah, and there is no limitation imposed on the interest rates associated
  with her Xact loan. In fact, CCBank’s Xact Loan was designed to provide
  consumers, with little or poor credit histories, an opportunity to solve
  short-term financial needs and was created with the intent of providing
  consumers with a tool to build or establish their credit history, if properly
  managed. 
  
  We respectfully
  decline to alter *** ********’ payment schedule or loan status, as her loan is
  still open and active.  We would like to remind
  *** ******** that she is more than welcome to pay off her loan early, which
  would result in a reduction of the daily interest accrued over the life of the
  loan.  The payoff amount for Xact loans
  changes daily and adjusts according to the amount of daily interest
  accrued.  We would encourage *** ********
  to contact customer support at any point to request an up to date payoff
  amount.  She can reach customer support
  at ###-###-#### where one of our friendly agents will be happy to assist her.
  
  
  Thank you,
  
  Xact Loan Customer
  Advocacy Department
  **** ********** **** ***** ***
  *********** ***** *****
  ###-###-####
  ********************

• Initial Complaint

  Date:03/16/2025

  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.

  Got an Xact loan but never even entered my bank information. It was approved and loan docs signed but nowhere will let me see what bank the funds are going to or any other information about my loan/the payments. Can’t get a hold of anyone in customer service. Seems like a scam and now after reading these i’m worried it is.

  Business Response

  Date: 03/24/2025

  3/17/2025
  
  Reference Number: # ********
  
  Re: ****** *******; Better Business
  Bureau (BBB)
  
  To Whom It May Concern,
  
  Thank you for contacting Xact. We
  understand there are concerns regarding *** ********* loan application and we
  appreciate the opportunity to address this matter. The Xact Loan is an
  installment loan originated and funded by Capital Community Bank (“CCBank”), a
  **** Chartered bank, located in ***** ****, Member FDIC. 
  
  We can confirm that *** *******
  submitted an Xact loan application on 3/15/2025 in the amount of $1,200.00.  Our records indicate the origination was
  successful and that loan funds were sent to the bank account *** *******
  entered when submitting the application. 
  Although we do not have any record of *** ******* attempting to contact
  us directly, we would like to ensure she is aware that she can access her customer
  profile and Xact Loan account by downloading and creating a profile within the
  P360 app.  Using this app will allow *** ******* to access pertinent details about her account and Xact loan and will
  also allow her to make manual payments if she desires. 
  
  If *** ******* is still unable to
  verify specific account details or if she has still yet to received loan funds
  into her bank account, we would encourage her to contact us directly at ###-###-####
  where one of our associated will be able to assist her in verifying the banking
  details associated with her Xact account. 
  
  
  
  Sincerely,
  
  Xact Loan Customer Advocacy Department
  
  
  7755 Montgomery Rd., Suite 500
  Cincinnati, Ohio, 45236
  ###-###-####
  ********************

• Initial Complaint

  Date:12/07/2024

  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.

  I have been trying to contact this business about paying off the rest of my loan. They do not return my calls. I have the pay schedule but would like to pay off my loan early. My loan was only for $4,000.00 and I have made payments of 349.27 every 2 weeks totaling so far $7,334.67.

  Business Response

  Date: 12/24/2024

  To Whom It May Concern: 
  

  Thank you for the correspondence regarding the Xact Loan terms and conditions. The Xact Loan is an installment loan originated and funded by ******* ********* **** (“******”), a Utah Chartered bank, located in ***** ****, Member FDIC.  We have reviewed the complaint and appreciate the opportunity to investigate the matter and provide a response. 
  

  We are responding to this issue from the complainant directly. Due to consumer financial privacy rules, we are unable to share confidential information with the BBB regarding these concerns. We are contacting the consumer directly to resolve their concerns. We strongly recommend that consumers do not share their private personal or financial information with non-regulatory third parties or in any public online forum.? 
  

  If *** ****** would like to contact Xact Customer Support directly she can call ###-###-#### and one of our friendly agents will be able to assist. 
   
  Customer Support Business Hours: 
  - Monday - Saturday 7:00 AM - 7:00 PM PST 
  - Sunday 7:00 AM - 5:00 PM PST 
  

  We trust this information is responsive to the request. 
  

  Thank you, 
  

  Xact Loan Customer Advocacy Department 
  7755 Montgomery Rd., Suite 500 
  Cincinnati, Ohio, 45236 
  ###-###-#### 
  www.xact.com/contact