Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  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 cancelled my subscription because they told ***** from my bank account I could not afford. I am disabled/ retired. It was all I had left. They keep saying contact them 14th. Then today. Now tomorrow

  Business Response

  Date: 07/18/2025

  Thank you for forwarding the customer's complaint.

  Reviewing the account history, it looks like the requested refund could not be processed as the original transaction had not yet cleared. Once the payment had cleared, the refund could be sent. The transaction has since cleared and the refund has been initiated. The refund is on the way, though it may be a few business days before it appears in their account, depending on the receiving financial institution's refund processing policies. 

  The customer may be assured their refund has been processed on our end as requested.

  Customer Answer

  Date: 07/18/2025

  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:06/21/2025

  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.

  Opened a credit builder account on 10/19/24 that is reported as trendline on the credit but no actual money were lent to me. Now, in june the autopay was disabled for some reason, and I got a late payment on my report... After 8 month Credit Strong damage my score more than helped me.

  Business Response

  Date: 06/27/2025

  Thank you for forwarding the customer's complaint. We are sorry to hear of this outcome Part of offering a credit account is that we are obligated to report all payment activity accurately, including late reports. Our accounts, like any ********************** account, if left unpaid will be reported as past due to the credit bureaus. We offer a 30-day ***** period for past due payments and send regular notices to customers when payments are behind.

  AutoPay will be disabled when a payment is declined to give users an opportunity to review and update their payment information before we attempt to continue drafting payments from an account which may be closed, overdrawn, or otherwise unavailable.

  We recommend to users who miss payments to continue making on-time payments across all of their credit accounts, that's the best thing one can do to diminish the impact of a late report on their profile. As time passes and more on-time payment history is built, the effect of the late report will fade. There are no quick fixes to late reports, so we don't recommend making rapid changes to your profile, like opening or closing accounts rapidly, to mitigate the late report These actions typically backfire and result in further damage to a user's score.

  The customer is welcome to reach out to our Customer Support team if they would like to discuss the details of their account and reporting.

• Initial Complaint

  Date:06/13/2025

  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.

  I am writing to formally express my concerns regarding recent conduct by ******************* that I believe is unprofessional and potentially intentional to negatively impact my credit report.Specifically, I have noticed multiple instancesapproximately six times in the last three days where the bank has reported my account as late, despite my consistent efforts to clarify that I was not late on those occasions. I possess proof from my credit monitoring service that confirms my account status during these periods. These repeated late reports appear to be retaliatory, stemming from a previous complaint I filed with the ************************************ (****) regarding other issues with the ******* is deeply concerning that these inaccurate reports have caused a significant decrease in my credit score by 15 points, which I believe is a result of deliberate actions rather than honest reporting. I want to emphasize that I was not late on my account intentionally, and I believe these actions are unfair and unprofessional.I kindly request a thorough investigation into this matter and the inaccurate credit reporting associated with my account. I trust that the bank will take appropriate corrective measures to rectify this situation and ensure that my credit report accurately reflects my account history.Thank you for your prompt attention to this matter. I look forward to your response and a resolution to this issue.Would you like me to customize this further or help with any additional details? would like to express my concern regarding how my recent situation was handled by ********************After the passing of my husband, I was experiencing significant hardship and was late on my account. Other prepaid services understood my circumstances and offered support, but this company was unprofessional and unhelpful.They reported a recent late That was a year ago and made it current I want this account removed completely for my credit report

  Business Response

  Date: 06/13/2025

  Thank you for forwarding the customers concerns to us. ******************* keeps a record of all incoming and outgoing phone calls and we have a record of a conversation with the customer regarding the reporting of her account 3 days prior to the dates shown in the provided screenshot. We have not received the complaint included in the customers screenshot and have no record of a previous dispute being sent to our office or the three major credit bureaus. ******************* is required by federal regulation to maintain accurate and factual reporting and cannot remove or alter any accurate reporting that has occurred.
  
  ******************* does not accept disputes via third-party websites. If they would like to dispute a specific item, they may send correspondence to *****************************************
  A dispute notice must include all supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements.

• Initial Complaint

  Date:05/22/2025

  Type:Order 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 paid my 2 accounts off. They refuse to send my money back.

  Business Response

  Date: 06/02/2025

  Thank you for forwarding this complaint.

  At the time it was submitted, the customer was in active communication with our Payments & ***************** as their account activity had triggered enhanced risk protocols. These measures are in place to protect all customers. 

  As disclosed, ********************** accounts are not designed to facilitate transfers between unrelated external payment methods. Attempts to use the account this way, such as making large payments with one external method and then requesting a refund to a different, newly added payment method, will result in additional scrutiny and may delay transactions. The complaint was submitted during this review process.

  In this case, the customer was advised of this policy and informed that any eligible refunds would be processed back to the original method of payment. The customer declined this option but was ultimately issued refunds to the original funding source, in alignment with our fraud-prevention practices.

  The customer's original complaint, submitted during the review, was regarding the delay of funds. The refunds have been issued, and the customer has continued to behave aggressivley towards our agents because his request to transfer funds to a newly-added method of payment were declined.

  We consider this matter resolved. The funds have been returned to the original account, consistent with the fraud-prevention procedures applied in these cases, and kindly request that the complaint be closed.

• Initial Complaint

  Date:05/19/2025

  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.

  Paid towards credit increase and it didn't help at all just kept my money and closed account upon finishing payments

  Business Response

  Date: 05/19/2025

  Hello, thank you for forwarding the customer's complaint.
  
  ********************** accounts are a tool our customers can use to add positive borrowing history to their credit profile. Credit scores are calculated on a number of different factors;  The two most important being Payment History and Credit Usage/Utilization. 
  
  Because everyone's credit profile is unique, the effects of CreditStrong's accounts will vary from person to person. This means there is no one-size fits all solution, and we cannot guarantee an exact point increase or how long it might take to see improvements. Additionally, if we are not the only creditors reported to a user's profile, borrowing history from other lenders will also affect the user's score.
  
  These factors may result in an unintuitive experience, where a CreditStrong account (or even two) are all reporting on time, but the score either remains the same or goes down. A credit score is a measurement of all borrowing activity, and CreditStrong is just a way to get more positive borrowing activity reported without taking out a risky or high-cost loan or line of credit. If a user's score is already fairly ********************, or if a user's report contains late reports, collections, or other derogatory marks from other creditors, the effects of a CreditStrong account may be diminished. Users may find simple disclaimers describing each of the average increases listed. 
  
  For questions about how the program works, how to close the account and what happens if/when an account is closed, I recommend that the customer contact our Customer Support team for assistance with their individual account. We also offer multiple articles at ****************************** that offer more insight on credit scores, we also recommend this article for the customer: ***********************************************************************************************************************

• Initial Complaint

  Date:05/18/2025

  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.

  Subject: Dispute of Inaccurate 30-Day Late Payment Reporting ******************* / CreditStrong Account #: **********?? Account Details in DisputeNature of the Account: According to the terms, this account functions as a secured savings-based credit builder, wherein monthly payments are deposited into a locked account and returned to me at the end of the term.Funds Returned: All funds are scheduled to be returned to me in full, making the negative reporting of a 30-day delinquency unnecessarily punitive and inconsistent with the structure of the product.Misleading Presentation: I was not adequately informed that missing a single paymenteven with eventual full repayment and savings returnwould result in a derogatory **** on my credit report.??? Requested ActionsLaunch a reinvestigation under FCRA 1681i.Require ******************* / CreditStrong to verify the accuracy and legal basis for the late payment reporting.If unverified or inconsistent with the loans structure, delete the late payment from my credit report entirely.Ensure the item is properly ****ed as in dispute during the investigation under Metro 2 reporting standards (code XB).If not resolved appropriately within the 30-day window required by law, I will escalate the matter to the ************************************ (****) and consult legal counsel regarding violations of FCRA 1681n and 1681o for negligent or willful noncompliance.Thank you for your prompt attention to this matter. Please provide me with a written outcome of your investigation.Sincerely,****** ******

  Business Response

  Date: 05/19/2025

  Hello, 
  Thank you for forwarding the customers concerns to us. ******************* does not accept disputes via third-party websites. If they would like to dispute a specific item, they may send correspondence to ***************************************** 

  A dispute notice must include all supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements.

• 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.

  Im writing to ***ort a serious issue with your billing system and website. I had Auto-Pay set up, yet I received notices saying my account was past due. When I checked online, one account showed a balance due, and the other (revolving account) showed no payment due until June 1st.I paid the account that was past due and even paid three months ahead. Despite this, the revolving account was ***orted 30 days latedropping my credit score by 34 points. This is especially damaging as Im currently in the process of buying a home.Your site was misleading and gave errors when I tried to pay. I sent proof showing the account as paid, but your *** was unhelpful and referred me to Customer Relations but didn't transfer me.Please investigate this issue, correct the credit ***ort, and confirm the error has been fixed.I am requesting the following actions:Immediate investigation and correction of the inaccurate credit ***orting on the revolving account.A written statement confirming the error and the steps taken to rectify it with the credit bureau.An explanation of why Auto-Pay did not function as expected and why the website displayed misleading account statuses.Assurance that your systems will be reviewed to prevent this from affecting other customers.This experience has been deeply troubling and has negatively impacted my financial standing. I expect a prompt response and resolution to this matter.

  Business Response

  Date: 05/19/2025

  Thank you for forwarding the customers complaint. ********************** provides financial products with the express goal of helping users build their credit. As much as we wish we could only report positive data to the bureaus, we're obligated by law to report all CreditStrong accounts accurately; This means both the good and bad history.

  If the customer believes their account was reported inaccurately they may file a dispute for the report either through the bureaus or directly with us, though its important to note that the purpose of a dispute is not to remove accurately reported information, rather to investigate and correct any errors made in the course of reporting the account. 

  Late reports can be damaging, but theyre not the end. The best way to recover from a missed payment is to continue building positive history on existing accounts - Typically quick-fix efforts, like rapidly opening and closing accounts, are the most likely to backfire, so its best to allow your credit to heal naturally over time.

  Our banks CIP program prohibits me from discussing the details of a customer account with third parties such as the BBB. Should the customer like to discuss their account in greater detail they are welcome to contact our customer support team and we will take as much time as needed to discuss the account activity. 

• Initial Complaint

  Date:05/07/2025

  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.

  Credit string has been taking $60.00 and $30.00 a month for a while now and the first charge was $***** I had no clue that ***** would been took when first applying for this it states in 3 months increase your score 30sonetthing to 80 something point ! Ok well thats a lie because I gave a screen shoot where on their site it says your score has not increased to be exact that have been taking this 1 year from my account it has not help my score one bit so I would like a full refund of every cent I have paid ! When I first applied for this the first time the service was lost but must have went Thur on their end when I got service again I redid it thats how I guess there is two accounts I have no clue but I didnt know I had to I was never sent a statement are any copys of the agreement but yet they never missed taking money form my account ! On a side note lying saying you gave someone a loan but really did thats fraud you can say you gave someone a loan and report that to the credit bureau when the fact is you never gave that person a single ***** ! This is a scam look at the complaint! I want my money back this is a scam it was suppose to raise my score on time payments for 22 months and didnt raise it 1point . I will report this everyday to every person I can until I get my money back this is a 100% scam

  Business Response

  Date: 05/09/2025

  Hello, thank you for forwarding the customer's complaint.

  ********************** accounts are a tool our customers can use to add positive borrowing history to their credit profile. Credit scores are calculated on a number of different factors;  The two most important being Payment History and Credit Usage/Utilization. 

  Because everyone's credit profile is unique, the effects of CreditStrong's accounts will vary from person to person. This means there is no one-size fits all solution, and we cannot guarantee an exact point increase or how long it might take to see improvements. Additionally, if we are not the only creditors reported to a user's profile, borrowing history from other lenders will also affect the user's score.

  These factors may result in an unintuitive experience, where a CreditStrong account (or even two) are all reporting on time, but the score either remains the same or goes down. A credit score is a measurement of all borrowing activity, and CreditStrong is just a way to get more positive borrowing activity reported without taking out a risky or high-cost loan or line of credit. If a user's score is already fairly ********************, or if a user's report contains late reports, collections, or other derogatory marks from other creditors, the effects of a CreditStrong account may be diminished. Users may find simple disclaimers describing each of the average increases listed. 

  For questions about how the program works, how to close the account and what happens if/when an account is closed, I recommend that the customer contact our Customer Support team for assistance with their individual account. 

  Customer Answer

  Date: 05/10/2025

  Complaint: 23296792
  
  I am rejecting this response because:
  It plainly says in the photo it has not improved my score at all so why should I have to pay for this I paid over $1,000 a single mother struggling I cant afford for scamming company to steal my hard earned money ! If yall was a legitimate company since yall did nothing yall would refund my money thats what a legitimate business does I will keep moving forward with this yall not going to get away with it thats a fact 
  Regards,
  
  ****** ********

  Business Response

  Date: 05/19/2025

  Thank you for forwarding the customer's response.

  We appreciate the opportunity to clarify our previous explanation. CreditStrong provides customers with tools designed to help build credit through the addition of installment and revolving credit accounts. In this case, we delivered the services as agreed: we established the customers ********************** account, reported it regularly to the credit bureaus, and provided access to their customer portal with educational materials and credit monitoring insights.

   As we noted in our prior response, while many customers do see improvements to their ********************** over time, individual results will vary. Factors outside of our control (such as existing credit obligations, payment history on other accounts, utilization, and overall credit profile) significantly influence credit scores. We do not have the ability to directly affect a customers ********************** score, and we do not guarantee specific outcomes.

  To avoid misunderstandings, we make these points clear in multiple places throughout our website and customer portal, including in the educational content referenced by the customer. The screenshots they provided include links to FAQs which explain why a score may not increase. 

  If the customer no longer wishes to use our services, she may close her account at any time via the customer portal or by contacting our Customer Support team. For our installment loan products, account closure will result in the return of the principal portion of the customers payments to them, consistent with the terms of the product.

  We stand by the integrity of our marketing and service delivery and remain committed to transparency and fair treatment of all customers.

• Initial Complaint

  Date:04/15/2025

  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 opened an account with ******************** and after a year and no improvement of my credit score, I closed it. They charged a $90 fee to close my account, and my savings of $990 still hasn't been deposited into my checking account, even after talking to a customer service representative about it. Twice I've gotten an email saying there was an issue depositing my savings balance, but they haven't had any issue withdrawing funds from the account over the last year, so I don't buy it. I closed my account a week ago and the funds should have been deposited no more than "a few business days."

  Business Response

  Date: 04/21/2025

  Hello, thank you for forwarding the customers complaint to us. 
  
  Upon reviewing the account it appears that there was some back and forth between the customer and our payments & fraud team, requesting that the customer confirm their identity with us prior to the disbursement of the savings to the newly linked method of payment. Since CreditStrong accounts are not designed to facilitate the movement of funds between external bank accounts, this is a fairly standard review procedure when external payment accounts change. 
  
  The review was completed and the customer confirmed their identity, and the deposit was sent out as of April 16th. Checking account transfers like this may take a minimum of 4 business days to process, so we're within the normal window of when we might expect to see that appear. Additional review may be conducted by the receiving bank before it's made available, but we can confirm the deposit was sent and accepted by the receiving bank. 
  
  Regarding the $90 fee to close the account, this seems like a misreading of the pending payment on the account being reversed when it was closed. This was a $90 advance from the customers line of ********************** which was returned when the account was closed; that was not charged to the customer.
  
  Please feel free to forward any additional questions or concerns the customer may have to us. 

• Initial Complaint

  Date:03/29/2025

  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.

  I, *** ***** am writing to bring to your attention an issue regarding the reporting of my closed installment account with **********************/******************* (Acct #: ***********. This account was opened on or around August 18, 2022, for a total amount of $1,000, and I am pleased to confirm it has been paid in full and closed as of October 2023.However, I have identified inconsistencies in how this account is reported across the three major credit bureaus:- Experian reports delinquencies occurring in 2022, showing a status of "60 days past due" despite the $0 balance.- Equifax lists late payments in 2023 and has not updated the account status until October 2024, a full year after it was paid.- ********** accurately shows the account as Paid and closed, but still reflects late payments in July and August 2023.These discrepancies raise concerns about the accuracy and completeness of the reporting, which is a requirement under the Fair Credit Reporting Act (FCRA). To date, no notices or documentation regarding these delinquencies have been provided, and I have reason to believe the reporting may be in error.Given that this account is fully paid, and I have worked hard to maintain positive financial habits, I respectfully request the following:1. That you conduct an internal review of the payment history and reporting of this account.2. That you submit corrected data to all three credit bureaus reflecting the account as paid on time and in full, with no delinquencies if your review finds inaccuracies.3. In the spirit of goodwill, I ask that you consider removing any late payment entries, especially if they were the result of system delays, miscommunication, or errors in credit bureau reporting.

  Business Response

  Date: 04/02/2025

  Hello, 
  
  Thank you for forwarding the customers concerns to us. ******************* does not accept disputes via third-party websites. If they would like to dispute a specific item, they may send correspondence to ***************************************** 
  
  A dispute notice must include all supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements.