ComplaintsforLaunch Servicing, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The first issue is that they are placing late payment on my credit report while i am technically still enroll in courses which is illegal if my payments are deferred while enrolled into school. Secondly they state they have reached out to me via mail but I no longer live there or have the phone number they have on file. I called and the automated system would not transfer me to an agent on top not being able to email a higher up to relay this issue. Customer representative ***** ** and **** in Sioux falls refused to get me to a supervisor after I arguing over an hour they finally tells me someone is going to call me in two days. The representatives kept trying to undermine and confuse what i was saying as if the call wasn't recorded. Trying to tell me things I didn't say it was terrible. Jada stated they have tried to reach through these various ways that I stated was invalid and she still failed to update my phone number or address. If you don't believe me PULL the call I have to make her. This is ridiculous if I am currently still in school!! I will be reaching out to the state senator until I can discuss with someone with authority at ascent

  Business response

  05/09/2024

  We appreciate your concerns and the opportunity to address them. On May 9th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not set up auto pay when they asked. I paid prior to the due date. They took more money out of my bank for another payment on the due date mi told my bank to stop payment. They're charging me a 15 dollar fee for the return even though it was their fault for the unlawful transaction.

  Customer response

  04/04/2024

  They also say they record their phone calls so they should be able to pull up the phone calls where I stated I did not want auto-pay. 

  Business response

  04/10/2024

  We appreciate your concerns and the opportunity to address them. On April 10, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have no record of working with Launch Servicing. Received notification today that I opened an account with them.

  Business response

  03/19/2024

  We appreciate your concerns and the opportunity to address them. On March 19th, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction and concern regarding a significant error in the reporting of my account to the credit bureau. This error has caused an inexplicable 86-point drop in my credit score, despite my consistent and timely payments. Despite my account being listed as "current," I was shocked to discover that multiple payments, including those made in January and December, were reported as late to the credit bureau. This discrepancy has left me blindsided and deeply frustrated, as it has adversely affected my financial standing and livelihood. Furthermore, the explanation provided by your agent, attributing the issue to a "glitch," is unacceptable. This excuse does not justify the severe impact on my credit score, especially considering the diligent efforts I have made to maintain timely payments. I have attached evidence of my payment history, clearly demonstrating my commitment to fulfilling my financial obligations. Additionally, the discrepancy in reported payment dates further underscores the urgency of this matter. Despite filing multiple disputes and reaching out via email, I have encountered unprofessionalism and a lack of cooperation from Launch Servicing . As a loyal customer who has recently paid off my loan in full, I am deeply disappointed by the dismissive response I have received. I am formally requesting a thorough investigation into this matter to rectify the erroneous reporting and mitigate the damage to my credit score. It is imperative that this issue be addressed promptly and transparently to restore my confidence. I anticipate your prompt attention to this matter and a satisfactory resolution to ensure fair and accurate reporting moving forward.

  Business response

  02/21/2024

  We appreciate your concerns and the opportunity to address them. On February 21, 2024, a letter was mailed to the customer to address their concerns.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally had a loan with Stilt for 11,000 in 2021 until Launch Servicing took over the company in November 2022. I religiously made payments of $510.79 each month until November 2023 when I had reduced hours at my job and unable to make the installment. I asked for help from ***** ********** ************* (***), a non-profit credit counseling organization, and they sent them a proposal for a reduced monthly payment with lower interest for my debt management plan. Launh Servicing did not respond to the proposal that was sent over twice. *** was able to get a hold of them and the agent told them that there was nothing that they could do with the type of loan that I have. This was confirmed to me directly when I tried to negotiate with them but the agent was apologetic in letting them know they could not offer me anything, despite receiving a letter from them that they could offer other payment options. I am not asking for a write off. I am willing to pay everything off, I’ve come this far. I still owe them $1,717.93 from $11,000. All I am asking for is some consideration in this time of hardship.

  Business response

  02/15/2024

  Launch Servicing, LLC
  ** *** ***** ***** ****** ** **********

  
  ******* ***** ******* **********
  **** ****** ******
  ********* ** *****
  
  RE: ACCOUNT NUMBER *********
  
  Hello ******* ***** *******,
  
  Upon signing your credit agreement, you agreed to repay your account in monthly installments. The terms of your
  agreement stipulate that if you fail to make payment when due, the lender has the option of making the entire unpaid
  balance due and payable. After many failed attempts to collect the payment due on the account indicated below, the
  Lender is exercising this right. This is the FINAL DEMAND for payment. Failure to resolve the delinquency on the account
  identified below, within 30 days from the date of this letter, will result in the account defaulting.
  
  Loan # Original Lender Payment Due Late Past Due Entire Balance
  Lender Date Fees Amount Due
  ****** Stilt Inc Series 13 of Pier Active 03/22/2024 $30.00 $1,111.37 $1,776.94
  Transactions LLC
  
  As a consequence of default, your lender may take actions that include, but are not limited to, any of the following actions
  to enforce this FINAL DEMAND: reporting default to the credit bureaus, addition of collections charges, assignment of the
  account to debt collector.
  
  You can make a payment by:
  ? Logging into your online account at borrower.launchservicing.com and click Payments
  ? To ensure on time payments and avoid late fees, sign up for recurring (ACH) payments by clicking Payments and
  Manage Recurring Payment
  ? Call a specialist to make the payment over the phone at ***** ******** during our business hours of 7:00 a.m. to
  7:00 p.m. Central Time, Monday through Friday
  ? Mail us a payment at ** *** ******* ******* ** **********
  
  There may be options including an alternative repayment plan that could temporarily reduce your monthly payment or
  temporarily defer your payment with a forbearance. Please contact us to discuss any available options. We are here to
  help.
  
  If you have any questions concerning this communication or feel this information is incorrect, please contact us
  immediately.
  
  Thank you,
  
  The Launch Servicing, LLC Team

  Customer response

  03/04/2024

  Launch Servicing responded to my complaint by reiterating that there was nothing they could do to help me with my repayment -- it was either pay up or default. I am writing to express my deep disappointment with the recent interaction I had with their customer service representatives regarding my account. Despite being a customer with a good payment record, I was informed that there is nothing Launch Servicing could do to assist me during a challenging financial period.

  As someone who has seen Launch Servicing advertise on their website and final demand letter that there may be options available to customers in difficult circumstances, I was hopeful that there would be some level of support or flexibility offered. However, the response I received was quite the opposite, leaving me feeling frustrated and unsupported. It is disheartening to see a company not live up to the promises and assurances they make to their customers. I believe that Launch Servicing has a responsibility to help customers who have shown a commitment to meeting their obligations, especially during their hardest times.
  

  I urge Launch Servicing to reconsider its approach and provide more compassionate and practical solutions to customers facing financial difficulties. Their customers deserve better, and I hope to see improvements in how Launch Servicing supports its clients in the future.Thank you for your attention to this matter.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company modified the contract terms without my permission or agreement. My original contract states I only need to provide income verification once a calendar year, however the modified terms, which I haven't seen, say I need to "update the company whenever they ask", and my monthly payments should be $0 when my income is under $45,000. I want my account to reflect the terms of the original contract and my monthly payments to be the correct amount. I also am tired of all the calls and want them to stop.

  Business response

  02/12/2024

  We appreciate your concerns and the opportunity to address them. A letter was mailed on February 12th, 2024, to the customer addressing their concerns.

  Customer response

  02/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: their "letter" still violates the terms of my contract, and their constant calls and emails are tantamount to harassment. They need to follow the contact regardless of what their company policy is. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have not contracted with this company nor do I know what this company is about, I have no student loans nor never have, I just received a text stating that they were going to bill me for a service that I know nothing about, I have sent an email asking why they are billing me and what is about but have yet to receive an answer I am currently a cancer patient in chemotherapy and unemployed I am able to pay all my debts to all my lenders and do not need their service nor understand why they would be contacting me It's the best of my knowledge at this time I have no lenders that would contact them or use their service. Into the best of my knowledge the first contact with them was their text at 2:04 p.m. January 3rd 2024.

  Business response

  01/14/2024

  We appreciate your concerns and the opportunity to address them. A letter was mailed on January 14th, 2024, to the customer addressing their concerns.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a forbearance for the month October-December. First payment due January first-paid today with launch services. My account at Launch services shows no late payments and active. My credit report shows I missed a payment in the month of November. I have placed multiple disputes and have called launch services about this issue. They have no problem taking my payment today but would not help me or allow me to speak to a manager. Aaron the representative did not care. I placed multiple disputes and called over the last month and it still shows I missed a payment on the credit report. I asked Launch Services to reflect the correct information with the credit company and they will not help me.

  Business response

  01/05/2024

  We appreciate your concerns and the opportunity to address them. A letter was mailed on January 5th, 2024, to the customer addressing their concerns.

  Customer response

  01/13/2024

   
  Complaint: ********
  
  I am rejecting this response because: I had a forbearance the months of October, November, December. I never missed a payment. The forbearance they have. 
  
  Sincerely,
  
  ***** ********

  Business response

  01/24/2024

  As a courtesy, we have updated our records and forwarded the revised information to the credit reporting agencies to reflect October 2023 as current. Please allow 60 days for the corrected information to be reflected on your credit report. We hope this resolves your concerns. If you have further questions, please contact us at *************

  Customer response

  02/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I received a letter on my account from launch stating my payment was late in October and it shows late in November on my credit report. I filed the forbearance way before hand. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was purchased from AmeriCredit by Launch Servicing. I have been getting letters from them that I owe them 201.46 I have called 4 times I have supplied paperwork showing that my November payment was sent to Americredit as I was never notified that the account was sold until I receive the first bill for December which was paid on time. After calling them on 12/28 I was told that if I don't pay, they will put me into collections. I decided to call AmeriCredit and I was told that my loan was not taken over until November 3, 2023, and I was paid up until December 1. They also advised me that Launch Servicing was soliciting customers for payments even before all the submissions went through to upper management. When I spoke to the last agent Melissa on 12/28, she refused to transfer me to a supervisor. I called back and got the same agent on the phone and again refused to transfer me to a supervisor, which I know as a consumer I have the right to speak to one. THIS FIANCIAL INSTITUTION IS SHEISTY AND PRACTICES ILLEGAL TACTICS. I AM ATTACHING MY PAYMENT HISTORY FROM AMERICREDIT AND IT SHOWS I WAS PAID UP UNTIL DECEMBER 1.

  Business response

  01/11/2024

  We appreciate your concerns and the opportunity to address them. A letter was mailed on January 11th, 2024, to the customer addressing their concerns.

  Customer response

  01/16/2024

   
  ********** ********
  
  I am rejecting this response because: I have yet to receive any correspondence from them.
  
  Sincerely,
  
  ****** ********

  Business response

  01/17/2024

  Launch Servicing has not received the payment of $201.46, dated November 1, 2023, from the previous servicer, AmeriFirst. We reviewed the payment history you provided from AmeriFirst, and we contacted your lender for assistance in resolving this matter. AmeriFirst has acknowledged receipt of the payment, and we have requested them to forward the payment to us for application to your account. 

  Customer response

  01/19/2024

   
  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. I also received a call yesterday stating that this is all up to date on their part.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This debt collector engaged in abusive, deceptive, and unfair practices of the FDCPA which it prohibits. They furnished this account that we didn’t agree upon and didn’t sign an agreement on. A legal contract is signed by two parties and I did not participate in any of it. More so they didn’t follow the proper 5 step validation procedure which make this unfair practices. According to the FDCPA I am entitled to 1000 dollars per violation and clearly they violated my rights. I demand this company to delete this account from all 3 credit reporting agencies and compensate me for the violations or I will have no choice but to forward to my litigation attorney.

  Business response

  01/10/2024

  We appreciate your concerns and the opportunity to address them. A letter was mailed on January 5th, 2024, to the customer addressing their concerns.

*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. ↩