Complaints

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

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  Possible Finance

  Seattle, WA 98101-2263

  
• 

  Possible Finance

  PO Box 98686 Possible Finance Las Vegas, NV 89193-8686

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:04/29/2025

  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.

  possible finance sold my debt to a collection company so they should be reporting my balance with them is zero dollars instead of over $800 as they have listed on my credit report. They advise me that the debt had an approximate balance of $200 but the company that they sold it to is reporting that I owe them more than $600. I am asking them to update the balance to zero dollars as they have transferred the debt to another company.

  Customer Answer

  Date: 05/06/2025

  
  1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
  
       I, Victoria *****, expressly authorize Possible Finance to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.
  
       I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Possible Finance.
  
       I acknowledge without this authorization, Possible Finance would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.
  
  
       Insert Your Name Here:                                            Date:  __/__/____
  
  
  2) Here is the information BBB requested regarding my complaint:
  
  

  • I requested the verification of the debt from Possible Finance on __/__/___ by  Select one -> Email, Phone, Mail, or Other (Please specify)_________________
    
    *****
  • The reason why I believe the alleged debt is NOT valid is: 
    
    *****
  • The account number: 
    *****

  ******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******

  

  Business Response

  Date: 05/09/2025

  
  ID: ********
  Date: 05/09/2025
  
  Response to Customer Complaint
  
  Dear Resolutions Specialist,

  The customer filed a ******************** complaint against Possible Financial****** (Possible) on April 29, 2025 regarding concerns about the reporting and ownership of a loan account. The customer alleged that the loan was sold to a third-party collection agency and therefore believes that the outstanding balance should be listed as $0 on their credit report. They alleged that there is a discrepancy in the amount originally owed versus what is being reported by the third-party agency.

  We appreciate the opportunity to address the customers concerns.

  According to our records, the customer obtained a loan from ********************, **** on May 15, 2022, with a maturity date of July 15, 2022. When the customer applied for a loan, they provided the following information: current address, verified phone number, email address, SSN, DOB, full name, Texas drivers license, and a live photograph (selfie).

  In compliance with the Fair and Accurate Credit Transaction Act (*****), the Personally Identifiable Information (PII) was checked and verified to protect the Company and the customer from identity theft. The ***** requires the Company to implement a program to help prevent, detect, and mitigate identity theft for its customers. Once the customer was verified and approved, they were prompted to review and sign the loan agreement that was later available in the *************** app. The customer can download a copy of their Loan Agreement and other loan documents from the Possible mobile app.

  The loan agreement outlined four biweekly installment payments totaling $837.50. The customer has completed 0 of the four repayments.
  
  The scheduled payments were as follows:

  Payment 1: $209.37 due on 2022-06-03
  
  
  Payment 2: $209.37 due on 2022-06-17
  
  
  Payment 3: $209.37 due on 2022-07-01
  
  
  Payment 4: $209.39 due on 2022-07-15
  
  
  
  Due to non-payment, the loan entered default on August 2, 2022, and was charged off on October 13, 2022, as the balance remained unpaid for more than 90 days. A loan enters ChargedOff_Collected_Full status if it is paid off after it has entered ChargedOff_Collections status. A loan enters ChargedOff_Collections status when it is more than 90 days past due.

  While the loan has been marked as charged off, this does not absolve the debtthe full balance is still owed. The servicing rights for the loan have been assigned to our third-party partner, **********. Possible partners with third-party agencies to assist in the collection of outstanding balances, but the debt remains owned by Possible. 
  The Company has not sold your debt, and any updates related to your accountincluding payments or changeswill continue to be reported to the credit bureaus directly by Possible Finance.

  We do suggest continuing to submit payments through TrueAccord. This will ensure payment information is not confused and kept in one place. The vendor may also provide more options for flexibility around payments. You can contact ********** directly about your account by emailing them at ************************************. 
  Based on the above, we cannot delete the late payments from our reporting. Please note as a furnisher, under the ****, we have an affirmative duty to report their information in a fair and accurate manner.

  We appreciate the customer reaching out and hope this response provides clarity and a path forward.
  
  Thank you!

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23264163
  
  I am rejecting this response because: the amounts provided by this company as well as true accord, have not been consistent, and therefore, I believe they are committing fraud and lying about the amount that I owe please have them delete this information from my credit report immediately to avoid lawsuit
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/29/2025

  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.

  This company lists a debt that I owe, but *** tried all contact resources and cant reach them. Im trying get my credit score up for a home loan through ********************. The financial advisor that I have says that this small debt is in my credit report.

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out and sharing your concerns. Unfortunately, were unable to locate an account using the phone number and email address provided.
  
  To help us assist you further, please contact us at ********************************** with any additional identifying details. We look forward to assisting you!
  

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23263733
  
  I am rejecting this response because: I have no recollection of a loan of this nature. Upon my research and the countless number of complaints listed under the BBB, I request that this company resend this ludicrous debt. They have no contact numbers and I already have attempted to reach them via the email address they provided.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/09/2025

  We appreciate the customer's response.

  If someone was able to open a loan under your name, they would have needed your current address, verified phone number and email address, bank login credentials, full name, and Social Security Number. 

  In compliance with the Fair and Accurate Credit Transaction Act (*****), the Personally Identifiable Information (PII) was checked and verified to protect the Company and the customer from identity theft. The ***** requires the Company to implement a program to help prevent, detect, and mitigate identity theft for its customers. Once the customer was verified and approved, they were prompted to review and sign the loan agreement that was later available in the *************** app. The customer can download a copy of their Loan Agreement and other loan documents from the Possible mobile app.

  Possible Finance takes fraud very seriously and has an affirmative duty to prevent, detect, and mitigate Identity Theft. We understand this can be a difficult and stressful time, and are here to help you. 
  
  For us to continue our investigation, please complete the attached Identity Theft Victims' Complaint and Affidavit and provide a police report. Prior to completing the Complaint and Affidavit, and police report, we recommend that you carefully review the attached FTC's Taking Charge: What to Do if Your Identity is Stolen, and place a fraud alert on your credit reports and review them for evidence of fraud. 
  
  For the Identity Theft Victims' Complaint and Affidavit: 
  Please complete every section and if a section is not applicable, then please state N/A. For example, if you do not know the individual(s) who used your information or identification documents, then please state N/A. Please ensure you provide us with all documentation requested such as identification verification in #**.  
  
  Please provide us with a fully completed Identity Theft Victims' Complaint and Affidavit and a police report so we can continue to investigate your claim of identity theft.
  
  If you have questions or concerns, please contact the Company directly at ************************************************************.

  Thank you for your anticipated cooperation. 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23263733
  
  I am rejecting this response because: Please just send me a link to pay the 43 dollar balance and Ill do so if this is the correct amount owed. I am pressed for time to take care of very important life issues right now. Can I send a money order to the address listed in BBB email to me?
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/15/2025

  Thank you for your message. We completely understand that you're facing important matters right now, and we want to help. 
  
  You can also absolutely send a money order if thats easier for you.
  
  There are a few things to keep in mind when sending a money order to us as payment:
  Payments may take up to 30 days to process
  Payments will be marked as completed on the day your money order was purchased
  Payments made outside of the 29-day grace ****** will be considered as late to the credit bureaus
  We are not able to accept personal checks
  
  Money orders should be sent for each of the remaining payments on your loan. We are unable to accept partial payments at this time, so each payment must be made in full. If you ever need more time to make your full payment, you are able to adjust your payment dates in the app up to 29 days from the original due date.
  
  In order to make sure your payments are correctly applied to your account, well need some additional information sent with each money order.
  
  Along with your money order, please complete and print out the form attached to this email. Send this document in the same envelope as your payment. If you do not have access to a printer, you can add a hand-written note that includes your name, the email registered to your Possible account, and a phone number.
  
  For added security, we recommend taking a photo of your money order and envelope before sending out your payment. Please send us a copy of this photo as a reply to this email, or to our support page here: ************************************************************
  
  Money orders should be made out to Possible Financial, **** and mailed to:
  Possible Finance
  PO Box 98686
  *******************
  
  Once we have received and processed your payment, a member of our team will reach out to you to let you know it has been received.

  Customer Answer

  Date: 05/15/2025

  I have not received a response from Possible Finance with a link or way to contact them to resolve this debt.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23263733
  
  I am rejecting this response because: Possible Finance does not have a valid email address to contact them. Neither am I able to contact them via the phone number they provide. I will send them a money order and need them to respond to me via my email or my phone number.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/29/2025

  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 inform you about fraudulent accounts that have been opened in my name with POSSIBLEFINA. I am a victim of identity theft and did not authorize the opening of these accounts. Below are the details of the fraudulent accounts:Creditor Name: POSSIBLEFINA Opened Date: 1/23/2022 Account Number: *************************High Credit: $75.00 Account Date: 7/30/2022 Account Number: *************************High Credit: $150.00 I kindly request that you close these accounts immediately and remove any negative information associated with them from my credit report. Additionally, I would appreciate it if you could provide confirmation of the accounts' closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/02/2025

  ID: ********
  Date: May 2, 2025
  
  Response to Customer Complaint
  
  Dear Resolutions Specialist,
  Thank you for the opportunity to address the customers concerns. The customer filed a ******************** complaint against Possible Finance on April 29, 2025, alleging that they are a victim of identity theft and that two fraudulent accounts were opened in their name without their authorization. The customer is disputing the following accounts:
  

  Account opened on 01/23/2022 Account Number: ************************* | Credit: $75.00
  
  Account opened on 07/30/2022 Account Number: ************************* | Credit: $150.00
  
  The customer is requesting that these accounts be closed immediately, that all associated negative information be removed from their credit report, and that confirmation and supporting documentation be provided regarding the account closures and the reported fraud.
  
  According to the Companys records, the customer received two loans from **********************: The first loan, opened on 01/23/2022, was repaid on 03/17/2022 and is marked as Paid Off.
  
  The second loan, opened on 07/30/2022, is currently in CHARGED OFF CHARGED OFF COLLECTIONS status. Due to non-payment, the loan defaulted on 08/25/2022 and was charged off on 12/21/2022. A loan is considered charged off when the outstanding balance remains unpaid for more than 90 days past due. Servicing rights for this loan were transferred to ********** on 01/21/2025.
  
  When the customer applied for loan, they provided the following information: current address, verified phone number, email address, SSN, DOB, full name, Alabama drivers license, and a live photograph (selfie).
  
  In compliance with the Fair and Accurate Credit Transactions Act (FACTA), the Company verified this information to protect both the customer and the Company from identity theft. FACTA requires that financial institutions implement a program to prevent, detect, and mitigate identity theft. Upon successful verification and approval, the customer was prompted to review and sign the loan agreement, which was made available in the *************** app.
  
  Based on our preliminary investigation, there is no indication that either loan was fraudulent.
  
  Per the loan agreement, the customer was scheduled to make four payments of $45.00 on the following dates: 08/11/2022, 08/25/2022, 09/08/2022, and 09/22/2022.
  Below is the summary of their payments:
  
  August 10, 2022
  Amount: $45.00
  Method: ACH (Navy Federal Credit Union - Flagship Checking)
  Status: Failed (R01 - Returned) Insufficient Funds
  
  August 25, 2022
  Amount: $45.00
  Method: Debit Card  (Navy Federal Credit Union - Flagship Checking)
  Status: Failed (R14 - Invalid Account Number)
  
  September 7, 2022
  Amount: $45.00
  Method: ACH (Navy Federal Credit Union - Flagship Checking)
  Status: Failed (R01 - Returned) Insufficient Funds
  
  September 21, 2022
  Amount: $45.00
  Method: ACH (Navy Federal Credit Union - Flagship Checking)
  Status: Completed
  
  October 5, 2022
  Amount: $45.00
  Method: ACH (Navy Federal Credit Union - Flagship Checking)
  Status: Completed
  
  October 19, 2022
  Amount: $45.00
  Method: ACH (Navy Federal Credit Union - Flagship Checking)
  Status: Completed
  
  The customer has completed three of the four repayments on the loan. Since the payments were not completed in a timely manner, the loan is in "charged-off collections" status and the remaining balance is still owed.
  
  We recommend that the customer submit payments directly through **********. This helps ensure that payment information is not confused and is kept in one place. ********** may also offer more flexible payment options. You can contact ********** about your account by emailing them at *********************** Providing your loan ID number will help them locate your account more efficiently. If you have any questions, youre welcome to contact Possible Finance at ********************************** for further assistance.
  
  Based on the above, we cannot remove the loan account from our reporting. Please note as a furnisher, under the ****, we have an affirmative duty to report their information in a fair and accurate manner.
  
  However, if the customer still suspects that the loan is fraudulent, then they should file a police
  report and submit an identity theft affidavit. After they provide a police report and identity theft affidavit, the Company will proceed with the investigation. If we conclude that there was identity theft or fraud involved, the Company will remove the disputed loan from the credit reports by filing an Automated Universal Dataform (AUD).
  
  Thank you.

• Initial Complaint

  Date:04/15/2025

  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.

  To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with ********************** Account number: ********************* Account balance: $0, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  

  Business Response

  Date: 04/15/2025

  The Company has responded to the customer's concerns. Please refer to the complaint response dated 3/25/2025 .

  ID: ********
  Date: 3/25/2025
  
  Response to Customer Complaint
  
  Dear Resolutions Specialist:
  
  We appreciate the opportunity to address the customers concerns. The customer filed a ******************** complaint against *************************. (Possible) on March 13, 2025. The customer is alleging that their credit report contains unverified accounts that they do not recognize and did not authorize. They alleged that this may be related to a data breach or fraudulent activity. The customer asserts that the inaccuracies are harming their financial stability and demand immediate corrective action.
  
  The customer specifically requests full documentationsuch as original account applications, signed agreements, or transaction recordsto verify the legitimacy of the account from ********************. with the account number ************************* and a reported balance of $0.00. They assert that a generic confirmation that the account is verified is not acceptable. The customer is citing **** 15 U.S.C. ***** and Section 611(a)(5)(A)(i), if no valid documentation exists, the account must be immediately removed from their credit report. They have filed a formal complaint with the Better Business Bureau, requesting an immediate investigation and a full response to address these issues.
  
  The Companys records indicate that the customer created two accounts with ******************** using different email addresses and phone numbers and obtained loans under those accounts.
  
  When the customer applied for a loan, they provided the following information: current address, verified phone number, email address, SSN, DOB, full name, drivers license, and a live photograph (selfie).
  
  In compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Personally
  Identifiable Information (PII) was checked and verified to protect the Company and the customer
  from identity theft. The ***** requires the Company to implement a program to help prevent,
  detect, and mitigate identity theft for its customers. Once their information was verified and approved, they were prompted to review and sign the loan agreement that was later available in the *************** app.
  
  The first account was created on 03/25/2019. The customer has one loan under the account and it is in CHARGEDOFF - CHARGEDOFF_COLLECTED_FULL status. The loans maturity date is May 17, 2019. Their loan agreement required them to make four repayments of 
  $57.50 by April 5, 2019,  April 19, 2019, May 3, 2019, and May 17, 2019. The customer completed their  four repayments on the following dates April 5, 2019, April 19, 2019, May 17, 2019, and November 5, 2019.
  
  
  Since the customer did not make their payments in a timely manner, the loan is in CHARGEDOFF - CHARGEDOFF_COLLECTED_FULL status. 
  
  The second account was created on November 4, 2021 and the customer obtained four loans under this account. 
  The first loan was opened on November 10, 2021, and repaid on January 12, 2022; it is in PAID OFF status.
  The second loan was opened on March 28, 2022, and repaid on May 18, 2022; it is in PAID OFF status.
  The third loan was opened on May 29, 2022, and repaid on July 27, 2022; it is in PAID OFF status. 
  The fourth loan was opened on August 1, 2022, and is in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status with two remaining payments.
  Their loan agreement required the customer to make four repayments: three payments of $73.52 due by August 10, August 24, and September 7, 2022, followed by a final payment of $73.56 due by September 21, 2022.
  The payments were attempted on the scheduled due dates; however, they were unsuccessful due to insufficient funds. Below is a summary of the payments.
  
  
  DateStatus
  August 9, 2022FailedRetry Failed (R01 Returned)
  August 24, 2022Retry Failed(R51 Insufficient Funds on Card)
  September 7, 2022Completed(Transaction Approved)
  October 5, 2022Failed (R51 Insufficient Funds on Card; Retry)
  October 19, 2022Completed(Transaction Approved)
   
  As the customer did not meet their payment obligations, the loan went into default on November 6, 2022, and was charged off on December 20, 2022. A loan is considered charged-off when an 
  outstanding balance remains unpaid for more than 90 days past due. Additionally, the servicing rights for the loan were transferred to Indebted on March 31, 2023.
  
  The customer cited ****, 15 U.S.C. *****. The Company has not violated their rights under the ****, 15 U.S.C. 1681g.  15 U.S.C. 1681 relates to Disclosure to Consumers, and (g) relates to Disclosure of credit scores by certain mortgage lenders.  The Company is not a mortgage lender.  Thus, this section has no applicability to their loan.
  
  The customer stated that if the Company does not have any documentation in our files to verify the accuracy of these disputed accounts, then the Company must delete them immediately as required under Section 611(a)(5)(A)(i). - Section 611 (a)(5)(A)(i) relates to reinvestigations in case of a disputed accuracy, and relates to action that must be taken by a consumer reporting agency. Please note that the Company is a furnisher and not a consumer reporting agency.
  
  Customers can always download their loan agreement from the Possible mobile app. If they need a walkthrough with pictures, they can check out our *********** article or contact Possible Finance at ************************************************************. 
  
  After reviewing the accounts, we determined there was no indication of a fraudulent loan. Please note that the terms and conditions and the remaining payments still apply.
  
  We do suggest continuing to submit payments through Indebted. This will ensure payment 
  information is not confused and kept in one place. The vendor may also provide more options 
  for flexibility around payments. They can contact Indebted directly about their account by 
  emailing them at customersupport-*************** They can provide them with their loan ID number to help locate the account. If they have any questions, they can always reach out to Possible Finance for assistance.
  
  Because the customer did not make the payments in a timely manner, the loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status and the remaining balance is still owed. 
  
  Based on the above, we cannot delete the charged off accounts from the customers credit report since as a furnisher under the ****, it must report payment information in a fair and accurate manner.
  
  Thank you.
  

  
  

• Initial Complaint

  Date:04/14/2025

  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.

  Account info: ******************** Account number: CJPL6SXXXXXXXXXXXXXXXXXXXA file mismatch Duplicate account issues ********************** incomplete or inaccurate reinvestigation Violation of FCRAs accuracy obligations (15 U.S.C. 1681e(b))The account number is inconsistent with other bureaus The reporting is inaccurate and/or incomplete Youve already disputed it directly and the issue remains unresolved

  Customer Answer

  Date: 04/14/2025

  
  1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
  
       I, Willie ******, expressly authorize Possible Finance to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.
  
       I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Possible Finance.
  
       I acknowledge without this authorization, Possible Finance would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.
  
  
       Insert Your Name Here:  ****** Warren                                          Date:  _4_/_14_/2025____
  
  
  2) Here is the information BBB requested regarding my complaint:
  
  

  • I requested the verification of the debt from Possible Finance on __/__/___ by  Select one -> Email, Phone, Mail, or Other (Please specify)_________________
    
    *****
  • The reason why I believe the alleged debt is NOT valid is: 
    
    *****
  • The account number: 
    *****

  ******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******

  

  Business Response

  Date: 04/16/2025

  We have addressed this in our previous response. Please refer to the Company's response dated
  
  ID: ********
  Date: 3/13/2025
  Response to Customer Complaint

   

  Dear Resolutions Specialist:
  

  The customer initially filed a complaint with the Better Business Bureau (BBB) against Possible Financial, **** (Possible) on March 5, 2025. The customer alleged that the Company has repeatedly reported inaccurate and inconsistent information on their credit report with Experian. The customer claims that the account in question has already been removed from their ********** and Equifax credit reports due to inaccuracies; however, it remains on their Experian report despite multiple disputes.
  

  The customer cited Fair Credit Reporting Act (15 U.S.C. 1681s-2) and alleged that Possible failed to ensure the accurate reporting of the account. The customer claims that the Companys reporting contains conflicting charge-off and collection dates and that the Company refused to correct or remove these errors despite several dispute attempts. The customer mentioned that the Company's reporting has negatively impacted their credit score and financial opportunities. The customer is demanding that ********************** immediately cease reporting the inaccurate account to Experian and remove it from their credit file. They further indicated that if the issue is not resolved in a timely manner, they will escalate the matter to the Consumer Financial ***************** (CFPB).
  

  We appreciate the customer sending us their concerns.According to the Companys records, the customer received four loans from ********************. Three of these loans have been fully repaid, while one is in "CHARGEDOFF - CHARGEDOFF_COLLECTIONS" status. The loan originated on June 5, 2023, is the subject of the customers complaint.
  
  Per their loan agreement, the loans maturity date is August 7, 2023. The customer was required to make four payments: three payments of $227.69 on June 26, 2023, July 10, 2023, and July 24, 2023, followed by a fourth or final payment of $227.68 on August 7, 2023. The payments were attempted on their scheduled due dates, however, they came back as unsuccessful due to insufficient funds. Below is a summary of their payments:
  

  Payment history:
  07/10/2023 Completed via ACH
  07/24/2023 Completed via ACH
  08/07/2023 Completed via ACH
  08/04/2023 Payment failed via ACH due to R01 (Insufficient funds)
  08/17/2023 Payment failed via debit card due to R51 (Insufficient funds)
  08/18/2023 Payment failed via debit card due to R51 (Insufficient funds)
  08/23/2023 Payment failed via debit card due to R51 (Insufficient funds)
  08/24/2023 Payment failed via debit card due to R51 (Insufficient funds)
  08/26/2023 Payment failed via debit card due to R51 (Insufficient funds)
  09/12/2023 Payment failed via debit card due to R51 (Insufficient funds)
  09/18/2023 Payment failed via debit card due to R51 (Insufficient funds)
  11/16/2023 Payment failed via debit card due to R51 (Insufficient funds)
  
  You alleged that the Companys reporting includes conflicting charge-off and collection dates and that the Company refused to correct or remove the inaccuracies after multiple dispute attempts.
  
  The loan entered default on August 19, 2023, and was subsequently charged off on November 4, 2023. A loan enters charged off status when the outstanding balance is more than 90 days
  past due. The loan was first marked as charged off on November 4, 2023, and was updated to chargedoff collections on December 4, 2023.
  
  The primary difference between these statuses is that the first step is to notify the consumer reporting agencies (****) that the account has been charged off. The next step is to notify them that the account is in collections. "Charged off" refers to the account's main status, while "charged off_ collections" is the sub-status of your loan.
  
  You cited 15 U.S.C. 1681s-2;, Duty of furnishers of information to provide accurate information; 15 U.S.C. 1681s-2 (A)(1), a person shall not furnish any information relating to the consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Since you have not made any payments on your loan, the information reported is accurate.
  

  Based on the above, we cannot delete the late payments from our reporting. Please note as a furnisher, under the ****, we have an affirmative duty to report their information in a fair and accurate manner.
  

  Thank you.

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution NOT resolved. Im not asking to delete late payments however, By continuing to update this account with fresh charge-off notations, both the furnisher and the credit bureau are engaging in deceptive and damaging credit reporting. This repeated monthly updating is not only inaccurate but unfairly impacts my creditworthiness and appears to be a willful violation of 15 U.S.C. 1681s-2(b). I am demanding that this account be either corrected to reflect a non-updating, closed charge-off or permanently removed from my credit report.  Once an account is charged off, it must be reported as closed and frozen in status no new updates every month.
   Continuing to update the status as **** in 2024 and 2025 (long after it was charged off) is essentially punishing you again and again yes, like double jeopardy for your credit score.
   This can extend how long it hurts your credit and thats called re-aging, which is strictly prohibited under the **** (15 U.S.C. 1681c).
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/07/2025

  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 had a possible loan payment that due 3/25 and 3/27. Both payments were automatic. I emailed to see why the payment did not clear my account yet. I emailed because it was after the 25 and I wanted to make sure my credit was okay. I was emailed by ****** who said your account is current and it just takes a few days. The loan is paid in fill and was *****. But they have me being reported as 30 days past due. I have reached out and no one can help. See the attached email where ****** told me I was current. I understand errors happen, this is not my error and they are not fixing it. I went back and fourth with Leeza who addressed none of my concerns. I have the email where I was told that I was current. She did not address that. I told her these payments were on auto pay, this is them initiating. The money was in my account, it took days to come out. I emailed about this. The Fair Credit Reporting Act (****) is a federal law designed to ensure the accuracy, fairness, and privacy of consumer information in credit reports, regulating how credit reporting agencies collect, access, use, and share data. (info is not correct. I have the ***** where I was told)

  Customer Answer

  Date: 04/08/2025

  
  1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
  
       I, Tasha *******, expressly authorize Possible Finance to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.
  
       I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Possible Finance.
  
       I acknowledge without this authorization, Possible Finance would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.
  
  
       ***** *******:                                            Date: 4/8/25
  
  
  2) Here is the information BBB requested regarding my complaint:
  
  

  • I requested the verification of the debt from Possible Finance on __/__/___ by  Select one -> Email, Phone, Mail, or Other (Please specify) I requested that they REMOVE the 30days past due.
    
    *****
  • The reason why I believe the alleged debt is NOT valid is: I know its VALID the issue is the reporting of 30 days past due. 
    
    *****
  • The account number: 
    *****

  ******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******

  

  Business Response

  Date: 04/16/2025

  ID: ********
  Date: April 16, 2025
  
  Response to Customer Complaint
  
  
  Dear Resolutions Specialist,
  
  Thank you for the opportunity to address the customers concerns. The customer filed a ******************** complaint against Possible Finance on April 10, 2025, regarding a 30-day delinquency remark that appeared on her credit report. 
  
  The customer alleged that she had scheduled automatic loan payments on March 25 and March 27, 2025, and was assured via email by a company representative that her account was current. She is disputing the late payment remark and is requesting that the negative information be removed from her credit report.
  
  According to the Companys records, the customer has maintained a loan account with us since 2020 and has historically utilized the 29-day ***** period when making payments. 
  
  The customers most recent loan is the subject of the complaint. The loan was originated on January 27, 2025, with a maturity date of March 26, 2025. According to the loan agreement, the customer was required to make four repayments: two payments of $22.05 by February 24, 2025, one payment of $22.05 by March 26, 2025, and a fourth or final payment of $22.09 by March 26, 2025.
  
  On this occasion, she attempted to make her third and fourth installment payments on March 25, 2025, which was the final day of the ***** ******************** is her payment history:
  
  March 25, 2025 Customer scheduled two *** payments.
  
  March 26, 2025 Two payments via *** were returned as unsuccessful due to R03 (Unable to Locate Account).
  
  March 27, 2025 Customer manually submitted a debit card payment after receiving notice of the *** failure.
  
  The customer alleged that she did not receive any notification from her bank or our system about the failure until late on March 26, which limited her ability to address the issue before the ***** period expired.
  
  On March 27, 2025, the customer successfully completed the four repayments via debit card and promptly contacted the Company to inform us that the payments had been made. In response, a **************** Representative (CSR) confirmed that the account showed no late payments at that time.
  
  We acknowledge that the customer made efforts to complete the payments within the 29-day ***** ******* However, due to the *** return on March 26, 2025, the payment was recorded as 30 days past due and was reported as such to the credit bureaus.
  
  To correct this, the Company has submitted an Automated Universal Dataform (AUD) to the credit reporting agencies, formally requesting the removal of the 30-day delinquency from the customers credit report. Please allow up to two weeks for the credit bureaus to process and update this information accordingly.
  
  We apologize for any confusion or inconvenience this may have caused and appreciate the opportunity to resolve the issue.
  
  Thank you.
  
  

  Customer Answer

  Date: 04/16/2025

   
  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. Possible fixed my credit report already within day.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/21/2025

  This company driving me insane! When I first used possible all was well. Then they started making FALSE negative reports on my credit! I have emailed them in regards to the 3/27/25 reporting. I was told by phone with possible as well as by email that the 30 days past due will be removed from my credit report. Its still on my credit report! Because of the I am constantly checking weekly for updates. Possible has reported me past due on 12/4/22 at 30 days past due. I have contacted them no RESPONSE. I was not late in 2022! The company is un organized and does not respond efficiently.

• Initial Complaint

  Date:04/04/2025

  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 paid my charged off account in full, and the company refused to delete the account or show paid off. I had several conversations with the company and nothing has happened.

  Customer Answer

  Date: 04/05/2025

  
  1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
  
       I, Joe *****, expressly authorize Possible Finance to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.
  
       I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Possible Finance.
  
       I acknowledge without this authorization, Possible Finance would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.
  
  
       Insert Your Name Here:                                            Date:  __/__/____
  
  
  2) Here is the information BBB requested regarding my complaint:
  
  

  • I requested the verification of the debt from Possible Finance on __/__/___ by  Select one -> Email, Phone, Mail, or Other (Please specify)_________________
    
    *****
  • The reason why I believe the alleged debt is NOT valid is: 
    
    *****
  • The account number: 
    *****

  ******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******

  

  Business Response

  Date: 04/15/2025

  ID: ********
  Date: April 15, 2025

  Response to Customer Complaint

  Dear Resolutions Specialist,

  Thank you for the opportunity to address the customers concerns. The customer initially filed a ******************** complaint against ************************** (Possible) on April 7, 2025, alleging that they had paid their charged-off account in full, but that the Company refused to delete the account or update its status to reflect the payment, despite multiple conversations on the matter.

  According to the Companys records, the customer obtained two loans with **********************. The first loan was opened on March 4, 2022, and was fully repaid on April 28, 2022. This loan is currently in Paid Off status.

  The second loan is the subject of the customers complaint. It was opened on May 3, 2022, and is currently in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status. We attempted to collect payments as scheduled; however, these attempts failed due to insufficient funds in the customer's account. The payment history is as follows:
  
  ? May 20, 2022 $14.37 payment via ACH Failed (Returned, Insufficient Funds: R01)
  ? June 6, 2022 $14.37 payment via *********** Completed
  ? June 20, 2022 $14.37 payment via Interchange Failed (Insufficient Funds: R51)
  ? July 5, 2022 $14.39 payment via Interchange Failed (Insufficient Funds: R51)
  
  On July 5, 2022, the loan went into default. It was first marked as chargedoff on October 3, 2022, and then updated the following month to chargedoff_collections on November 2, 2022. The Company reports a loan as chargedoff when there is an outstanding balance on the account that is more than 90 days past due.
  

  On July 19, 2023, the servicing rights for the loan were transferred to our third-party collection partner, Indebted.
  

  The customer alleged that the Company was refusing to acknowledge the paid-off debt. On March 21, 2025, the customer provided a screenshot of an email from ******** confirming that the loan had been paid in full. Our customer service representative informed the customer that once Indebted sends over the payment details, the Company will prioritize updating the account. However, the representative also explained that payment confirmations from Indebted are typically received only once per month, and it may take up to 60 days for the Companys records to reflect the updated payment status.
  

  Upon review, we confirmed that the customer submitted a $43.13 payment to Indebted on March 11, 2025. This amount has been applied to the customers three remaining payments.

  On April 8, 2025, the customer emailed the Company, re: My account was paid in full. Its showing on my credit unpaid. I need proof its paid and updated on my credit report. Our CSR responded, Hello ***, The credit report could take some time to update. Please note that we receive payment data from Indebted at certain times throughout the month, so it may take ***** days for our records to reflect your updated loan status.

  Due to the customers failure to make timely payments, the loan is in "CHARGEDOFF - CHARGEDOFF_COLLECTIONS" status. However, the loan was fully repaid on March 11, 2025. Accordingly, the Company has submitted an Automated Universal Dataform (AUD) to the credit reporting agencies to update the customers credit file to reflect the repayment.
  

  Please allow up to two weeks for the credit report update to be reflected. However, it is important to understand that repayment of a charged-off loan does not automatically remove the charge-off status from your credit report. In accordance with the Fair Credit Reporting Act (FCRA), the charge-off designation may remain on your credit report for up to seven years from the original date of delinquency.
  

  Please note as a furnisher, under the ****, we have an affirmative duty to report information in a fair and accurate manner.

  Thank you.

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  Would not let me make payments or update my bank account information as the make payment button was greyed out I contacted them with no response and they have ruined my credit over only 75 dollars which I would have payed back at anytime but THEY WOULD NOT LET ME I disputed it with **********, they refused to change it and now it is collections.

  

  Business Response

  Date: 04/22/2025

  ID: ********
  Date: 4/22/2025

  Response to Customer Complaint

  Dear Resolutions Specialist:

  We appreciate the opportunity to address the customers concerns regarding their account with ********************, **** (Possible). The customer filed a ******************** complaint on April 3, 2025, alleging that they were unable to make payments or update their bank account information because the payment functionality in the app was inaccessible (i.e., the "Make Payment" button was greyed out). They also claim that they contacted Possible Finance but received no response, resulting in a $75 balance negatively impacting their credit and eventually going to collections. The customer asserts they would have paid the balance if permitted and disputes the accuracy of the credit reporting with **********, which was not changed.

  Our records indicate that the customer applied for, was approved for, and received a loan from Possible on August 29, 2024. Per the loan agreement, the customers repayment schedule included four installments:

  September 13, 2024
  September 27, 2024
  October 11, 2024
  October 25, 2024

  Payment History:

  September 12, 2024: Payment successfully completed via ACH
  September 26, 2024: Payment attempt failed via ACH due to R01 (Insufficient Funds). This payment was due September 27, 2024
  October 11, 2024: Payment attempt failed via debit card due to R51 (Insufficient Funds)

  Customer Communications:

  The customer contacted ********************** on November 10, 2024, stating:
  "I need to pay off the loan from the account ending in 7959. I forgot about it until I checked my credit report and had a heart attack."
  Our Customer Support Representative responded promptly, explaining that the customer would need to access their ********************** account and relink a valid bank account in order to reschedule the three pending payments. The representative requested the name and last four digits of the new bank account, along with preferred repayment dates. They also noted that late payments could negatively affect the customers credit.
  
  The customer replied:

  "I cant relink the one acct because I dont have the account number because the acct no longer exists as it is closed."
  Our representative responded again, providing alternative payment options, including linking a different supported bank account or paying via money order. The message included instructions and an offer for further assistance. We did not receive a response to this follow-up.

  Contrary to the customers assertion that they received no response, our records show that Possible responded twice with instructions and payment options after the customers initial outreach.We also sent multiple payment reminders via SMS and emails. However, we have not heard back from the customer. 
  
  The loan entered default on January 1, 2025, and was charged off on February 22, 2025, as the balance remained unpaid for more than 90 days. The account is now in CHARGEDOFF CHARGEDOFF_COLLECTIONS status, and the remaining balance is still owed.

  We would recommend that the customer reaches out to our support team for assistance.
  Based on the above, we cannot delete the charged off accounts from the customers credit report since as a furnisher under the ****, it must report payment information in a fair and accurate manner.

  Thank you.

• Initial Complaint

  Date:03/26/2025

  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 fighting this loan because they told me I lived in **** which is incorrect and I didn't make this loan. I want this off my credit report as I did not open this loan.

  

  Business Response

  Date: 04/04/2025

  ID: ********
  Date: 4/4/2025
  Response to Customer Complaint
  
  Dear Resolutions Specialist:
  
  The customer filed a ******************** complaint against Possible Financial, **** on 4/3/2025. The customer alleges that a fraudulent loan was taken out in their name using stolen identity information and that they do not reside in ****. They are requesting immediate removal of the loan from their credit information.
  
  We appreciate the customer bringing their concerns to our attention.
  
  Our records indicate that the loan was originated on 10/29/2024 with a maturity date of 12/27/2024. When the customer applied for the loan, they provided the following information: current address, phone number, email address, SSN, DOB, full name, and a live photograph or selfie.
  
  In compliance with the Fair and Accurate Credit Transaction Act (FACTA), all Personally Identifiable Information (PII) was checked and verified to protect both the Company and the customer from identity theft. ***** requires the Company to implement a program to help prevent, detect, and mitigate identity theft. Once verified and approved, the customer was prompted to review and electronically sign the loan agreement, which was later made available in the *************** app.
  
  Their loan agreement requires them to make three payments of $118.48 by 11/15/2024, 11/29/2024, and 12/13/2024, and a fourth or final payment of $118.46 by 12/27/2024. On 12/14/2024, the customer requested ACH revocation and cancellation of all electronic payments. Our CSR disabled the associated bank account or payment method, and advised them to send payments via Money Order instead. We have not received the customers money order. Below is the summary of their payments.
  
  01/26/2025 - Payment failed via Check/Money Order
  02/23/2025 - Payment failed via Check/Money Order
  02/24/2025 - Payment failed via Check/Money Order
  03/26/2025 - Payment in progress via Check/Money Order
  
  The loan is currently ACTIVE with three (3) remaining payments of $118.48 and one (1) remaining payment of $118.46.
  
  The Companys records show that the customer has contacted ********************** multiple times over the past few months using the email address associated with the loan in question. They have sent different requests including updating their payment date, revoking ACH authorization, and later submitting a fraud claim. In their most recent communication, the customer submitted an identity theft complaint affidavit. Our **************** Representative requested that they provide a police report for the alleged fraud or identity theft. We have not received this documentation. The customer alleged that they do not reside in **** and that they did not open the loan; however, they requested to repay the loan and asked for a settlement.
  
  The customer recently reached out to settle the loan for $200. While we strive to provide payment flexibility, we are unable to adjust the loan amount or accept partial payments. However, we can assist the customer by updating the payments to their preferred dates. Additionally, we are happy to set up a monthly payment plan. If the customer confirms they would like to proceed, beginning next month, they would be responsible for making one payment each month until the loan is fully repaid. We do not charge late fees and will always honor the original loan terms.
  
  After reviewing the loan account and the customer's previous correspondence, we have determined that there is no indication of a fraudulent loan. Since the customer did not make their payments in a timely manner, the loan is now in "default" status.
  
  Based on the above, Possible Finance cannot remove the loan from the customers credit report. Please note as a furnisher, under the ****, we have an affirmative duty to report information in a fair and accurate manner.
  
  Thank you.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23119810
  
  I am rejecting this response because: I am doing anything to get this off my credit report. Someone hacked my email address and used my social security number during this time. This is why I asked for a settlement because I just want it gone. I do not live in **** and never have so not sure how that is not an identity issue. I've never filed a police report as I've been working with my the state of wisconsin regarding identity theft. I would pay something that's not mine just to remove it as no one is seeing the huge red flag that I DO NOT live in **** and never have!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/16/2025

  Per our previous response, when the customer applied for the loan, they provided the following information:  current address, phone number, email address, SSN, DOB, full name, and a live  photograph or selfie. Per our preliminary investigation, we found no indication of a fraudulent loan.
   
  In compliance with the Fair and Accurate Credit Transaction Act (FACTA), all Personally Identifiable Information (PII) was checked and verified to protect both the Company and the  customer from identity theft. ***** requires the Company to implement a program to help prevent, detect, and mitigate identity theft. Once verified and approved, the customer was prompted to review and electronically sign the loan agreement, which was later made available in the *************** app

  However, if the customer still suspects that the loan is fraudulent, then she should file a police report. The Company has received the identity theft complaint affidavit from the customer. 
  
  After she provide a police report and complaint affidavit, the Company will proceed with the investigation. If we conclude that there was identity theft or fraud involved, the Company will remove the disputed loan from the credit reports by filing an Automated Universal Dataform (AUD).

  Thank you.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23119810
  
  I am rejecting this response because the address used was Iowa not *********. Also my social was used but it's a wisconsin social so possible should know that. And if you require an ID then wouldn't it have to be **** as you do not loan to ********* residents. I again have never even been to **** nor lived there. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/16/2025

  Thank you for your response. Our fraud team has received your Government Issued **.
  
  Please submit a police report and complete the documents required in the ** theft Complaint affidavit (please see below)

  Page 5 Section 21 of the Identity Theft Victims Complaint and Affidavit

  I can verify my identity with these documents:

   Proof of residency during the time the disputed charges occurred, the loan was made, or the other event took place (for example, a copy of a rental/lease agreement in my name, a utility

  bill, or an insurance bill)

• Initial Complaint

  Date:03/25/2025

  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.

  I reached out to cancel my account. I have them plenty of information to close my account. My name email address and total of the loan that was just paid off on the account. They insist that they need my social number to even find my account which I find very ridiculous. Considering I am just closing the account and not trying to change anything. Its obviously my account I gave them ALL the other information they requested. Its been a week of back and forth of them ignoring all the information I provided. My account is still open and I have no other way to cancel this account. I do not want to do business with this company anymore and I REFUSE to send my social security number over an email. I dont even need money back or anything. I WANT the account closed as soon as possible.

  

  Business Response

  Date: 04/01/2025

  ID: ********
  Date: April 1, 2025
  
  Subject: Response to Customer Complaint
  
  Dear Resolutions Specialist,
  
  We appreciate the opportunity to address the customer's concerns. The customer filed a complaint with ********************, **** on March 26, 2025, stating that they requested to close their account but were unable to do so. They allege that despite providing their name, email address, and loan details, the Company insisted on obtaining their Social Security number (SSN), which they felt was unnecessary. Additionally, they claim they have been in communication with our team for over a week without resolution and that they decline to provide their SSN via email.
  
  Our records show that the customer first contacted us via email on March 6, 2025, requesting to delete their account. Our team promptly responded and explained that, as with many financial service providers, identity verification is required before making account changes or closures.
  
  We understand the customer's concerns about sharing sensitive information online. However, to ensure security, we must verify that we are communicating with the correct account holder. Because we operate online, our verification process is conducted electronically, and for this reason, we only request the last four digits of the Social Security number (SSN)never the full SSN number, when verifying identity via email.
  
  To protect customer information, we offer a secure Web Form or online helpdesk for account-related requests. Customers can use this form to securely submit inquiries and complete the verification process without needing to provide sensitive details over email. Once the customer verifies their identity and submit a support ticket through our Web app, our team can proceed with processing their request without requiring additional verification via email.
  
  We sincerely apologize for any frustration or inconvenience the customer has experienced. We encourage them to submit their request through our Web Form and complete the verification process securely. Once verified, we will promptly process their account closure request.
  
  Thank you.