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:01/11/2024

  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 identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ******************** FKA SIMP Account Number: *******Sincerely,***********************************

  

  Business Response

  Date: 01/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by *************************************** through the Better Business Bureau on January 11, ****. ******************** alleges identity theft. Acima takes fraud allegations very seriously. We request ******************** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request he send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or ******************** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate his allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. Please note, Experian is the only national credit bureau to which Acima reports.

  As we are awaiting additional documentation, we consider this complaint closed. ******************** may contact Acima customer service department at ************** with any additional questions. 

  
  

• Initial Complaint

  Date:01/11/2024

  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 am not liable for this debt with acima digital fka simple. I do not have a contract with acima digital fka simple they did not provide me the original contract as requested

  

  Business Response

  Date: 01/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by ********************* through the Better Business Bureau on January 10, ****. Acima has searched our database and was unable to locate an agreement referenced in Ms. ***** complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. ************ may respond to this complaint with additional identification information, such as the lease number, so we may better assist them with their concerns. She may also choose to dispute the reporting through Experian, as they will forward the dispute to us directly so that we may investigate.  
  
  Until Acima receives the requested information, we are unable to address this complaint. ************ may contact us at ************** with any additional questions. 

• Initial Complaint

  Date:01/11/2024

  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.

  Lease to own # ******** (I bought something from Wayfair).On 8/18/23 I made my monthly payment of $34.60 and then decided I was just going to purchase the item for that day's pay off amount which was $341.57. So on 8/18/23 I made the purchase price pay off payment of $341.57.Then I asked my bank (Chase) to stop the payment of $34.60 as I had paid off the rental in the amount of $341.57. I guess I filed a fraud claim with ***** but I was only trying to keep Acima from taking the additional $34.60 which was no longer needed since I paid the purchase amount required to "buy" the item. I received no other automatic deductions from Acima in my checking account until 12/26/23 when they took $4.42 from my account, and then on 1/8/24, they took out $34.60. I contacted them today and was speaking to a corporate account supervisor who said that I still owe them for the rental. Today's pay off amount would be $199 and some change. She said that because I filed a fraud complaint on 8/18/23 for $34.60, even though I paid the entire purchase price of $341.57 on that day, it made the lease contract null and void. And now I still owe them. I don't think this is fair. I paid off the purchase price on 8/18/23, after I had made the Aug monthly payment which I had the bank reverse the $34.60 payment apparantly by filing a fraud complaint. I suppose I should have contacted Acima and asked them to reverse the $34.60 charge instead of filing a fraud claim with my bank, or I should have had my bank just block the $34.60 charge. I was only trying to prevent the additional and unnecessary payment of $34.60.SO the fraud charge I filed was a mistake on my part, but they should still honor the fact I paid off that item on 8/18/23. And I believe they owe me the Dec payment of $4.42 and the Jan. payment of $34.60.

  

  Business Response

  Date: 01/18/2024

  Acima (hereinafter us, we, our) received the complaint filed by ************************* through the Better Business Bureau on January 10, ****. We investigated Ms. ******* complaint, contacted her directly via phone, and addressed her concerns. As such, we consider this matter closed. If **************** has further questions or concerns, she may contact our customer service department at **************.   

• Initial Complaint

  Date:01/05/2024

  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 got a lease through Acima for a lift kit on my truck. I put half down at the tire shop and least the other half which to my understanding was $4450 after Acima applied their fees which I was unaware of it came out to $5310.54 Total amount they had a promotion which ended on September 18, 2023. I paid a total amount of $4644 before September 18, 2023, which shouldve left a balance of roughly $660 with Acima now that the promotion ended , theyre telling me that $660 now turned into a $3304.37 pay off amount today if I paid today or 25 more payments of $203 a month which totals $5750 so pretty much my $660 balance I left with him after the promotion ended now turns into roughly $6000. Please help me in all my 37 years I have never came across something like this.On top of it, Ive already given them another $1149 from September 18 till now which brings my total that Ive paid of acima close to $7000 , and need to pay an additional **** right now or **** in payments Please help me I would like them to close the account. I think I paid them enough money already.

  

  Business Response

  Date: 01/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by ************************************* on January 5, ****. We have reached out to him directly and provided a mutually satisfactory resolution. As such, we consider this complaint closed. ******************** may reach out to us at ************ with any additional questions.  

• Initial Complaint

  Date:01/05/2024

  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 was told my bank did not honor my payment however I immediately go online and the money is on the account and I made the payment. Acima charged me $25 for my payment not being made on time. This has to be an issue on their end but they refuse to refund my money.They also refused to email me an email address to file a complaint with them. I was unable to write the email address down.

  

  Business Response

  Date: 01/15/2024

  Acima (hereinafter we, us, our) received the complaint filed by *************************** through the Better Business Bureau on January 5, ****. We investigated this complaint and prepared the following response. **************** entered into a written contract in the form of a lease-purchase agreement that contained all disclosures mandated by applicable state law.

  Despite numerous attempts, Acima has been unable to reach **************** to resolve this complaint. Without the ability to communicate with him, we are unable to resolve this complaint. As such, we consider this complaint closed. **************** may contact our customer service department at ************** in order to resolve this complaint. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21103038
  
  I am rejecting this response because:
  They have not tried to contact me to resolve the issue. If they called they did not leave a message to have me call them back. This furthermore proves their dishonest business practices.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2024

  **************** alleges, [Acima has] not tried to contact [him] to resolve the issue. If [Acima] called they did not leave a message to have [him] call them back. We deny this allegation. Acima has record of the several attempts made to reach ****************. Additionally, we obtained and reviewed the recording of the voicemail left for **************** on January 10, ****, to call back. Acima is calling the number on file, provided at the time of the application. This is the same phone number provided on this complaint. **************** may contact our customer service department at ************** in order to resolve his complaint.

• Initial Complaint

  Date:01/05/2024

  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 had an account with ******************** about 10 years ago and paid it in full, sot they previously had my bank information. My son got an account with them and HE unfortunately defaulted on his current account. ******************** connected my bank account to his account, (because according to them we share the same last name), which we do, but they connected my account to his lease and began to withdraw money out of my account, which I NEVER authorized. They refused to offer a refund or give me any other information about the lease, even though it was being taken from my bank account. Isn't there some way to recoup what the took? and get them to not do that again?

  

  Business Response

  Date: 01/09/2024

  We were unable to locate the charges in question with the limited information provided by ****************. As such, we request she indicate the last 4 digits of the account, whether the charges were drafted via ACH or credit card, and provide a full bank statement showing the charge, with her name listed as the name of the account to *********************************** Upon receipt of the requested documentation, we will further investigate the alleged unauthorized charges. 
  
  As we are awaiting additional documentation, we consider this complaint closed. If **************** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our customer service department at ********************************** or call in at **************.

• Initial Complaint

  Date:01/04/2024

  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 paid taxes every payment even though taxes were included in original loan as well as paid a service fee when paying loan off early so I would not have to pay triple the price.

  

  Business Response

  Date: 01/08/2024

  Acima received the complaint filed by Ms. ***** **** through the Better Business Bureau on January 4, 2024. We investigated her complaint and prepared the following response.  
  
  Acima transactions are not financing, loans, or same as cash arrangements. Acima is a virtual rent-to-own organization offering an alternative option of financing. Acima purchases the merchandise selected by the customer from an independent third-party retailer and then rents the merchandise to the customer through a terminable lease-purchase agreement (the “Agreement”) that contains the disclosures as required by applicable law.  As such using the term ‘loan’ is inappropriate. 
  
  On the first page of the lease-purchase agreement (the “Agreement) signed by Ms. ****, in large, bold text, it states: “The Agreement includes a 90-day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailer’s sale price and not ‘same as cash.’”   
  
  Ms. **** alleges that “taxes were included in the original loan.” This is not correct. As stated by paragraph 2 of the signed Agreements titled, “Payments,” “Acima charges and collects tax with each Renewal Payment when required to do so by your state.” As required by the state of Tennessee, Acima charges and collects sales tax with each rent renewal payment. We reviewed Ms. ****’s lease and confirmed that Acima is appropriately charging state tax, as required by law. 
  
  As we confirm Ms. **** is not entitled to a billing adjustment, we will grant her request. If Ms. **** has any further questions regarding the function of the Agreement or our services, she may contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 01/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 01/10/2024

  Seeing as how am clearly not the only customer upset over extra fees then you can see why I rejected the response that was sent. You say u charge state taxes but u don't mention about service charges that get charged when paying off early 

  

  Business Response

  Date: 01/11/2024

  We confirm receipt of Ms. ****’s rejection of our response through the BBB.   
   
  Ms. **** expresses dissatisfaction with the terms of the 90-Day early purchase option (“EPO”). We disclosed the 90-Day EPO amount in the Agreement prior to allowing her to sign. Pursuant to paragraph 3 titled, “Purchase Terms,” “You can purchase the Property at any time during the first 90 days of this Agreement by paying us $1,075.00, plus taxes, and Other Charges due”. It was Ms. ****’s responsibility to review the entirety of the Agreement, and she chose to sign it, certifying she read and agreed to the terms and conditions contained therein. Additionally, we confirm Ms. **** did not reach out to Acima with any questions regarding the nature of our services or the terms and conditions within the Agreement before or during the course of the Agreement. 
  
  As included in our previous response, the face page of the Agreement in large, bold text, explicitly states, “The Agreement includes a 90-day EPO. This Early Purchase Option may be an amount greater than the retailer’s sale price and is not ‘same as cash.’” As such, we maintain that Acima did our due diligence to ensure Ms. **** was aware the Agreement was, in fact, a leasing agreement with several purchase options that are more than the retailer’s sale price. 
  
  We additionally note that paragraph 5 of Ms. **** signed Agreement states, “If you do not want to lease the Property but would rather purchase the Property now, you should consider cash or credit terms that may be available to you.” Acima did our due diligence to ensure Ms. **** was aware of the cost of leasing, as well as the EPO amount prior to entering into the Agreement. 
  
  If Ms. **** as any questions regarding her lease, we encourage her to contact our customer service department at ###-###-####. 
  

  Customer Answer

  Date: 01/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 01/12/2024

  Sad a company can't take responsibility for their actions and lies but that's fine like I said in my reviews online as has anyone else I will NEVER use them again!

• Initial Complaint

  Date:01/03/2024

  Type:Sales and Advertising 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 purchased an item from Wayfair and used Acima as my payment method. I received a refund for an item they sent as I returned it. Too many items. The refund was received by Acima on 12/12 in the amount of $131.54 because I called after 7 business days of not receiving my refund to check on the status. The rep said I had to have my issue escalated because she can see the refund but didn’t know why it wasn’t applied. I waited several days to call back after Christmas. Same thing. Escalation. Today is 1/3/24 and still no refund processed to my account. Very disappointed. I want to pay off my balance but not when I have $131.54 sitting there that hasn’t been applied. I will never do business with them again.

  

  Business Response

  Date: 01/04/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ****** **** through the Better Business Bureau on January 3, 2024. As of January 3, 2024, at 4:41 PM MST, her lease had been adjusted downwards of $131.54. As her desired resolution was granted, we consider this matter resolved. If Ms. **** has additional questions or would like to purchase her lease, as referenced in her complaint, she may contact our customer service department at ###-###-#### or utilize our customer portal at ********************
  

  Customer Answer

  Date: 01/04/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offers leasing option but when I paid my first installment they did not apply it to my order. I cant get anyone to give me a refund. I have disputed the charge with my bank. This company has the worst customer service I have ever experienced.

  

  Business Response

  Date: 01/09/2024

  We confirm that, as of January 8, ****, the initial payment has been refunded back to the original payment method for Ms. ********************* lease. As we have granted ****************** her desired resolution, we believe this matter to be closed. If she has any further questions or concerns related to this complaint, she may call our processing department at **************. 

• Initial Complaint

  Date:12/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8th,2023 I opened an account with Acima for 2 pairs of diamond earrings for $722.54. I had a 90 days same as cash option, and made an initial payment At purchase. I initially contacted them because they were sending me receipts stating I had only paid $79.00 but are making bank drafts of $102.00 every 2 weeks. When I called them the representative stated me sending my bank statements would not matter and that they would not be making any changes by the 90 days i had made $723 In payments; however they are still charging me $102.00 every 2 weeks and the early payoff option is higher than the cost of jewelry. I have paid almost double for the jewelry when it was paid off within the 90 days. I am seeking a refund and for acima to stop charging my bank account.

  

  Business Response

  Date: 01/03/2024

  Acima (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ***** ****, through the Better Business Bureau (the “BBB”) on December 29, 2023. Please note that her name reflects “**** ***** *****” in our system. We investigated her complaint and prepared the following response.   
   
  On July 8, 2023, Ms. **** applied for use of our services through an online independent third-party retailer – Brooklyn Jewelers (the “Retailer”) – located in Plano, Texas. Ms. **** was approved and selected property, described as “10k Diamond Rose Gold Earring 10k Diamond Yellow Gold Earring” (the “Property.”). Acima purchased the Property, and Ms. **** electronically entered into a rental-purchase agreement (the “Agreement”) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the Property, Ms. **** was required to make 24 bi-weekly rent renewal payments of $79.40 before tax, plus an initial rent payment of $70.00 before tax, for a total of $2134.40 (the “Total of Payments”) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.  Ms. **** also elected to enroll in the optional services, Liability Damage Waiver (“LDW”). Pursuant to paragraph 2 of the Agreement, in addition to rent renewal payments, Optional Liability Damage Waiver payments of $7.94 before tax, are due biweekly, while the Agreement remains in force. Pursuant to paragraph 3 of the Agreement, “the Total of Payments does not include and is not reduced by Optional Services like the Liability Damage Waiver.” Please note, since this is an optional service, customers can unenroll at anytime by calling or chatting in. 
  
  As a courtesy to our customers, we offer two Early Purchase Options (“EPOs”); each of which reduces the cost of ownership and terminates the Agreement earlier than the rental period contained within. The first EPO is a 90-day EPO wherein Ms. **** may obtain ownership for less than the Total of Payments. The 90-day EPO expired on October 6, 2023, and the lease is continuing for the agreed-upon terms. The second EPO stipulates that Ms. **** can obtain ownership at any point after the first 90 days by paying a lump sum payment equivalent to 65% of any remaining Renewal Payments. This option is available to Ms. **** and will be until the end of the lease rental period. 
  
  Acima provides a termination option pursuant to section 9 of the Agreement titled “Termination,” which states: “You may terminate this Agreement at any time without penalty by returning the Property in accordance with our directions, and by paying us any delinquent Renewal Payments, plus Other Charges due.” If Ms. **** would like to take advantage of this option, she may call into our Resolutions Department at ###-###-####. 
  
  Ms. **** seeks for “[A]cima to stop charging [her] bank account.” We confirm automatic drafts of Ms. ****’s rent renewal payments were set up at the initiation of her Agreement. In accordance with Ms. ****’s request, we turned off automatic payments as of January 2, 2023. Ms. ****’s desired resolution is for a “Refund.” We will not grant this request. We confirm the purchase amounts and payments are fully disclosed within the Agreement, prior to signing, and it was Ms. ****’s responsibility to review the terms and conditions of the Agreement.  Ms. **** elected to utilize our services, and we confirm, that we follow all applicable laws and regulations regarding the structure of our Agreements, including the purchase terms.   
  
  If Mr. **** has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our customer service department at ###-###-####. 

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: acima still has not acknowledged that they have been charging me $102 every 2 weeks, regardless of the proof documents and not acknowledging that the 90 days same as cash option was satisfied before 90 days. My bank has already issued a refund and a stop payment. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/05/2024

  We confirm receipt of Ms. ****’s rejection of our response through the BBB. We investigated her rejection and prepared the following response.  
  
  According to paragraph 2 of her Agreement, “(1) Renewal Payments of $79.40, plus tax of $6.55, totaling $85.95, and (2) Optional Liability Damage Waiver payment of $7.94, plus tax of $0.66, totaling $8.60, are due every-other-week.” Ms. **** additionally elected to enroll in an optional discount membership, Benefits Plus. Pursuant to her enrollment form, Benefits Plus has a cost of “$6.92, plus tax in the amount of $0.57 every-other-week.” These optional services do not reduce the total of payments, as mentioned in our previous, nor apply to the EPO’s totals. Since these are optional services, customers can opt-out at any time by calling or chatting in. 
  
  As explained in our previous response, Ms. **** had a 90-day EPO purchase price of $1,005.00 before tax, which expired on October 6, 2023. Ms. **** had met a total rent amount of $546.40 before tax, as October 6, 2023. According to our records, there was no attempt made by Ms. **** to meet the required first EPO total before it expired on October 6, 2023, so her lease is continuing for the agreed-upon terms. Ms. **** was informed in two separate emails, and an outbound phone call on August 23, 2023, where she was advised when her 90-day EPO expires, as well as the amount required to purchase the Property for the first EPO. Additionally, Ms. **** was also provided a link to Acima’s customer portal, located at customer.acima.com, where she could log in to view a copy of the Agreement at any time, view the status of her lease, and make payments. As such, we maintain that Acima did our due diligence to ensure Ms. **** was aware the Agreement was, in fact, a leasing agreement with several purchase options. It is the responsibility of the customer to act upon options offered within the Agreement. 
   
  Ms. ****’s lease is open and delinquent 49 days, with a past due balance of $382.30 before tax. Ms. **** may also continue her regular rent renewal payments and obtain ownership after the completion of all rent renewal payments. Alternatively, although the 90-day EPO expired, Ms. **** still has the second EPO which is available to Ms. **** and will have until the end of the lease term.  
  
  We hope this explanation clarifies the payoff terms of Ms. ****’s Agreement and her responsibilities thereunder. If Ms. **** has any questions or wishes to explore purchase, or termination options that are available to her, we encourage her to contact our recovery department at ###-###-####.  

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:this is not true. I have never missed a payment on this account. Acima is refusing to acknowledge how much money they have taken in automatic bank drafts and I feel forced to take legal action as now they are stating it is 49 days past due when the last payment was taken out last week. I don’t understand why or where this inaccurate information is reporting from; however I have provided copies of bank statements showing the withdrawal amounts as well as Emails from Acima showing their erroneous accounts of payments made. At this point I do not forsee us coming to a resolution without legal intervention and I will also report this to the FCRA.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/08/2024

  We confirm receipt of Ms. ****’s 2nd rejection of our response through the BBB. We investigated her rejection and prepared the following response.   
  
  We confirm we have received 11 regular renewal payments from Ms. ****: however, we note that 3 of the recent payments have been charged back, due to this, as of today's writing, her lease is 52 days past due. We will send a statement of payments separately to the email address given on her lease, to assist Ms. ****’s comprehension of the payments received. 
  
  As stated in previous responses, according to our records, there was no attempt made by Ms. **** to meet the required 90-day Early Purchase Option before it expired on October 6, 2023. Her lease continued for the agreed-upon terms, which, as stated in our first response, 26 biweekly rental “Renewal Payments of $79.40, plus tax of $6.55, totaling $85.95, and (2) Optional Liability Damage Waiver payment of $7.94, plus tax of $0.66, totaling $8.60.” We direct her attention to her statement of payments to see a breakdown of each payment amount. 
  
  If Ms. **** desires to proceed with legal action, we ask that she provide us with her legal counsel’s contact information [email protected] and we will direct all future communication to them. Ms. **** may contact us by phone at ###-###-####.