Complaints
This profile includes complaints for Possible Finance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 333 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been using Possible Finance's services for years, probably over 5-6 years. I have never had an issue. Until recently. I had a recent loan taken out with them. It was to be paid in 4 payments. I made all four payments, and I received an email notification as well as through their app, that my loan was paid off. Typically, when I pay off their loan with them, I can apply for a new one, the same day. So I tried. They intially rejected it for the reason that they cannot verify my bank account information. I have used the same bank account for YEARS with them, with no changes being made at all. Now, they for whatever reason cannot verify, so through the app, they told me to apply again after July 6th, which I did. I was rejected again, for the same reason, but normally, when they reject your application, you get an email. The date in the app changed to "you can apply again after July 14th." I emailed the customer support team, and they did not provide any assistance or remedy, they only copied and pasted a help article, and did not address my concern. NOTHING about my bank account that I have used with their services for the last 4-5 loans, has changed. I did not receive any notification from them either regarding if any of their policies changed. They continue to push the date back to when I can apply again, and continue falsely claiming that they cannot verify my bank account information.Customer Answer
Date: 07/10/2025
No, this is not what I am doing. I am not disputing a debt! Just read and pay attention to what Im saying instead of racing to assumptions and conclusions and being lazy. I said, I applied for a loan through them, and HAVE BEEN obtaining loans through their services, for YEARS. All of a sudden now, even though literally NOTHING changed with my bank, they started to claim that they cannot verify my bank account information in order to approve me for the loan, even though I just finished approval for a loan and paying the loan off. I do not need to dispute a charge that i believe isnt valid. I am reporting Possible Finance due to them falsely reporting that they are unable to verify my bank account information when they verified it a month or two ago. They are dishonest, and unethical.
Business Response
Date: 07/23/2025
ID: ********
Date: July 23, 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 Financial, **** (Possible) on July 15, 2025. The customer alleges that after using *********************** services for over 56 years without any issues, they recently encountered a problem following the full repayment of a loan that was scheduled in four payments. They received confirmation via email and the app that the loan was paid off, and, based on past experience, expected to be able to apply for a new loan the same day. However, their new application was rejected, with the reason given being that their bank account information could not be verified.
The customer mentioned that they have used the same bank account with ********************** for years, with no changes, and this issue had never occurred before. The app then instructed them to reapply after July 6, which they did, only to be rejected again for the same reason. Unlike in the past, they did not receive an email explaining the denial, and the app changed the date to you can apply again after July 14. The customer contacted support and stated they received only a copied help article in response, with no direct acknowledgment of their issue. They express frustration that nothing about their bank account has changed, that they received no communication about any policy updates, and allege that Possible is falsely claiming their account cant be verified while continuing to push back their ability to reapply, without any proper explanation or resolution.
Thank you very much for sharing your concerns with us, and for being a loyal Possible customer over the years. Were really sorry to hear about the experience youve had with your recent loan application. We understand how frustrating and confusing this must be, especially given your long history with us.
After a thorough review, we regret to inform you that we are unable to move forward with your application.
Weve emailed you an Adverse Action Notice with more information. Please take a moment to review it, and please let us know if you have questions however, we are unable to provide details regarding the reason for the declination.
We understand this isnt the outcome you were hoping for, and we truly wish the result had been different. We're sincerely sorry for any disappointment this may have caused
Thank you.Customer Answer
Date: 07/23/2025
Complaint: 23581673
I am rejecting this response because:You have only re-explained the help article that was sent, and you did NOT address the issue that your app is having by lying and stating that my bank account cant be verified, when it has been getting successfully verified for the last 9 to 10 applications, where no change was made to my bank account information at all. This is deflection and complete disregard to the issue I am having. I demand this be resolved by the end of this week, as legal action has already been taken against Possible Financial for non-adherence to policy, as well as false accusations against me and my bank account.
Sincerely,
**** *******Business Response
Date: 07/25/2025
We truly appreciate your interest in continuing to work with us. We apologize for any disappointment.
After a thorough review, we regret to inform you that were unable to extend further credit to you. While were happy to answer any general questions, we are unable to provide details regarding the reason for the declination. We understand this may be disappointing, and we sincerely appreciate your time and interest.
Thank you.Customer Answer
Date: 07/25/2025
Complaint: 23581673
I am rejecting this response because:I explained to the business, that the reason for my declined application, was that THEY claimed, they cannot verify my bank account information. I contacted my bank. They informed me of what I already knew: Nothing about my bank account has been changed in over 3 years. The bank account information that I have been using for the many loans through Possible Finance remained consistent. What did NOT remain consistent, was the automatic rejections for new loans due to the false claims that they "cannot verify bank account information". Not only is this untrue, this is false, and this is unethical that no single *** from the company is able to provide ANY explanation as to why they can no longer verify my bank, even though my most recent loan through them, back in March or April of this year, they were able to verify my bank with no issues. It is NOT an issue with my bank. It is an issue with Possible Financial's software and/or services, and they refuse to take any action OR accountability to remedy this.
Sincerely,
**** *******Initial Complaint
Date:06/24/2025
Type: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 recently applied for a small loan and was denied due to an open deferment balance with Possible Finance. The amount of the balance was $25, and with fee's came to just over $95. I was unaware of this balance and it was showing a date of 2020. (five years ago) I did not dispute the balance, paid it in full on May 1, 2025. Possible Finance received the money and credited my *********** to the problem I'm having; First, customer care specialist ***** and I have traded 21 emails while I was trying to get Possible to "close out my account", allowing me to obtain another loan with a different company. I received every answer he could come up with, including the last that stated it would be "several months" due to their ********************** having issues. I finally filed a complaint with the State of Florida. Once I emailed ***** a copy of the complaint, he forwarded my request to an Escalation and Resolution Specialist named Jezel. She emailed me on June 20th, 2025 stating she had updated my credit bureau showing paid, and also closed out my Possible Finance account allowing me to proceed with my attempt to get a loan. I checked this morning with the State of Florida and it still showed an "Open Deferment". Please assist me in getting Possible Finance to close out my account ASAP. (They do not have a phone number allowing anyone to talk to a person, it tells you to email them with any problem). What I'm asking for shouldn't take more than 3-4 minutes.Customer Answer
Date: 06/24/2025
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
I, Thomas *******, 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: ****** Bradley Date: 06/24/2025
2) Here is the information BBB requested regarding my complaint:- I requested the verification of the debt from Possible Finance on 05/01/2025 by Select one -> Other ~ ) Possible Financial Internal Communication through my online account.
***** - The reason why I believe the alleged debt is NOT valid is: (The Debt IS Valid ~ Zero Balance ~ I just need my account CLOSED OUT
***** - 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: 07/07/2025
ID: ********
Date: July 7, 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 July 5, 2025. The customer is alleging that ********************** has failed to properly close out their account and update third-party records, despite having paid off an old balance and engaging in extensive communication with the company. They state that they were denied a new loan due to a reported open deferment balance of $25, dated back to 2020 which, with fees, totaled just over $95. The customer alleged that they were unaware of this balance and paid it in full on May 1, 2025, and Possible Finance credited the payment. The customer mentioned that despite exchanging emails with a customer care specialist named ***** and repeatedly requesting account closure so they could proceed with obtaining a loan from another company, the issue remained unresolved.
The customer claims that the *** provided inconsistent responses, ultimately saying the process could take several months due to ********************** delays. The customer filed a complaint with the State of Florida and forwarded it to *****, which led to an escalation to a Resolution Specialist named Jezel. On June 20, 2025, ***** informed the customer that their account had been closed and that the credit bureaus were updated accordingly. Nevertheless, the customer asserts that the State of Florida still shows the account as an open deferment, contradicting Possible Finances response. Additionally, the customer expresses frustration with the companys lack of a phone support option, stating that all communications must be done by email, and emphasizes that the request to close the account should have taken no more than a few minutes.
The Company sincerely apologizes for any inconvenience the customer experienced. Rest assured, we take your concerns very seriously. At this time, we do not offer phone support. Our primary support channel is through email and we strive to respond to all inquiries as quickly as possible. We understand the frustration of not receiving a prompt reply and we're working to improve our response times. In addition, the customer can always request a callback or leave us a voicemail at ************. Our outbound phone support team will return your call within 1 business day.
The Companys records indicate that the customer originated the loan on September 21, 2021. The loan's maturity date is December 10, 2021. According to the loan agreement, the customer is required to make four payments of $23.89 for the first three installments and $23.90 for the final installment, scheduled as follows: October 29, November 12, November 26, and December 10, 2021.
We attempted to collect the customers scheduled payments; however, each attempt was unsuccessful due to insufficient funds in the linked checking account and debit card. Below is a summary of their payments:
Payment Method: ACH
Date Attempted: October 28, 2021
Amount: $23.89
Status: Failed - R1, Insufficient Funds
Payment Method: INTERCHANGE (Card)
Date Attempted: November 12, 2021
Amount: $23.89
Status: Failed - R51, Insufficient Funds on Card
Payment Method: INTERCHANGE (Card)
Date Attempted: November 26, 2021
Amount: $23.89
Status: Failed - R51, Insufficient Funds on Card
Payment Method: INTERCHANGE (Card)
Date Attempted: December 10, 2021
Amount: $23.90
Status: Failed - R51, Insufficient Funds on Card
On May 1, 2025, the customer paid off his charged-off loan in full through TrueAccord.
On June 3-4, 2025, the customer contacted **********************, expressing concern that their account had not yet been updated and noting that they had previously been informed it would take ***************************************************** response, our Customer Support Representative, *****, confirmed that the account would be marked as Paid once payment confirmation was received from **********. Payments made through our collections partners, ********** and InDebted, are typically reflected in our system within 60 days. However, if the customer needs their account closure reflected sooner, they may request an expedited update by providing a copy of the payment confirmation email from **********. Once received, we can take immediate steps to update the records accordingly.
The customer followed up with a letter from a TrueAccord supervisor verifying that notification of payment had been sent to Possible on May 15. He also emphasized the urgency of the matter due to a pending medical procedure. ***** apologized for the delay and offered to provide a payoff letter. The customer escalated the matter further and copied his attorney in the correspondence.
On June 16, 2025, ***** issued the payoff letter as requested. The customer filed a formal complaint with the State of Florida.
On June 20, 2025, our Escalation and Resolution Specialist, Jezel confirmed that the account had been marked as paid in full, and that Possible's credit reporting team had submitted the necessary updates to the credit bureaus.
On June 24, 2025, Jezel confirmed that the account had been successfully closed in the State of Floridas database. In response, the customer expressed appreciation and requested confirmation once the update was fully reflected.
Jun 24 14:05. Thank you so very much! Could you Please inform me once the State of Florida database has been updated as closed?
Jezel followed up on the same day, and reconfirmed with the customer: *** confirmed with my manager that the account has now been successfully closed in the State of Floridas database. I truly appreciate your cooperation and persistence throughout this process.
Rest assured, this was already handled on our end. We truly appreciate the customer for bringing this to our attention. We take their feedback very seriously and we will be sure to discuss your feedback with my team for further learning opportunities.
Thank you.Initial Complaint
Date:06/18/2025
Type: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 filing this complaint due to ongoing inaccuracies on my credit report caused by this company's reporting. These errors are negatively impacting my credit score and financial stability, despite my repeated attempts to resolve them directly with the company.Given that these issues remain unresolved and continue to harm my credit, I am reaching out to the Better Business Bureau for assistance in ensuring a prompt and thorough review. I kindly request that this company either correct or remove the inaccurate items from my credit report. Thank you for your attention and assistance in resolving this matter.Details of the account involve are as follows;Account Name: ************************ Account #: ****************** Date Opened: 08/30/2024 Balance: $608.00Business Response
Date: 07/07/2025
ID: ********
Date: July 7, 2025
Response to Customer Complaint
Dear Resolutions Specialist,
Thank you for the opportunity to address the customers concerns.
The customer is alleging that there are inaccuracies on their credit report which they believe are a result of incorrect reporting by Possible Finance. They alleged that these errors are negatively impacting their credit score and financial stability.
The customer further alleged that despite making multiple attempts to resolve the issue directly with the Company, the problem remains unresolved. The customer is seeking assistance from the ********************************************* for assistance, and to ensure a prompt and thorough review.
The customer is requesting that ********************** either correct or remove the inaccurate information from their credit report. The complaint references a specific account with the following details: Account Name ************************, Account Number ******************, Date Opened 08/30/2024, and a Balance of $608.00.
The Companys records indicate that the customer originated the loan on August 30, 2024. The loan's maturity date is October 24, 2024. According to the loan agreement, the customer is required to make four payments of $152.21 each, scheduled as follows: September 12, September 26, October 10, and October 24, 2024.
We understand the importance of maintaining a good credit score, and we want to assure the customer that it is never our intention to cause any negative impact to their financial standing. We attempted to collect your scheduled payments; however, the attempts were unsuccessful due to insufficient funds in the linked account.Below is a summary of their payments:
Payment Method: ACH
Date Attempted: June 27, 2025
Amount: $152.21
Bank: ****** Bank
Status: Failed
Return Code: R01
Reason: Insufficient Funds
Payment Method: ACH
Date Attempted: June 27, 2025, 6:00 PM
Amount: $152.21
Bank: ****** Bank
Status: Failed
Return Code: R01
Reason: Insufficient Funds
Timeline/Summary:
On January 20 and January 29, 2025, the customer contacted ********************** to request a rescheduling of their upcoming payments. In a message sent on January 20 at 4:12 PM, the customer stated: I need help. I cant make the payment on January 23. Can we move it, please? Thank youuuu. In response, our team assisted the customer by updating their payment schedule as follows:
1st installment: February 28, 2025
2nd installment: January 31, 2025
3rd installment: February 5, 2025
4th installment: February 5, 2025Unfortunately, none of the payments were completed on the new due dates.
On March 28, 2025, the customer reached out again to request another rescheduling of their payments. The loan ultimately went into default on May 5, 2025.
On May 29, 2025, the customer contacted ********************** to link a new bank account, *****************, and requested to update their payment due date to June 30. Our CSR, *****, informed the customer that in order to use ***************** as the default payment method, they would need to log into the app and authorize the account request.
***** confirmed that she had updated the customers payment as requested and advised them to review the updated payment dates in the app. She also encouraged the customer to reach out if they needed help making any additional changes.
Additionally, ***** advised the customer that the updated payment would be reported as late to the credit bureaus, as it had exceeded the 29-day grace **************** have not heard back from the customer after May 29, 2025.
The payments were initiated on June 27, 2025due to the way automatic payments work, payments are initiated 1 business day in advance of the selected payment date. That being said, money should not actually be withdrawn from the customers account until their selected payment date, which was June 30, 2025. However, unfortunately, the payments came back as unsuccessful due to insufficient funds.
The loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status, with four remaining payments. We are more than happy to assist the customer with updating their payment schedule and preferred payment method. To proceed, we recommend that the customer send a follow-up email to ************************************************************.
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.Initial Complaint
Date:06/17/2025
Type: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 recently paid off a loan with this company that had remained delinquent for over a year. Its been over 30 days since I made the payment, and the account still hasnt been updated on my credit report. I also submitted a formal dispute (which typically prompts quicker updates), but its been over two weeks with no response.I reached out to their support email and spoke with a representative named **** to ask when the update would reflect. I paid the account on May 12, and he informed me that, since they report once a month, it wouldnt reflect on my credit report until July. I explained that this delay is severely limiting my options for housing and transportation, but there was no consideration given to the urgency.When I asked if the account could be removed as a goodwill gesture, given how damaging the visible payment history continues to be, **** replied that they are required to report accurate information, which wasnt the question I asked. I fully understand the legal obligation to report accurately, but other companies offer goodwill removals after a balance is paid.When I asked if the issue could be escalated, **** responded that the escalations team was already aware but would not connect me with them directly. He again repeated the same information about reporting requirements and stated that they "cant remove valid account history," which is a company choice, not a legal limitation.For a company that markets itself as a credit-building tool, this experience has felt more like a punishment than support. Im submitting this complaint in hopes it leads to better customer care going forward.Customer Answer
Date: 06/23/2025
Hi ******! Thank you for your help! My name is ****** and this is an update to a complaint I previously submitted (complaint #********) for the company Possible Finance.
After I requested escalation, I received a response from someone on the same email thread, but they did not indicate whether they were part of the escalation or management team. Instead of addressing my concern, they accused me of making contradictory statements, and continued being dismissive.
Also the company has since updated my credit report incorrectly, stating that I settled the account for less than the full balance, which is inaccurate. I paid the full balance in early May, and I have attached documents to prove it. Reporting this as a partial settlement is not only damaging to my credit but may constitute a violation of the Fair Credit Reporting Act.
Also, the company responded to one of my public Apple reviews using emojis and the same dismissive language I received privately. This response felt unprofessional and dismissive, especially given the timing, which closely followed my efforts to escalate the issue and file a complaint.
At this point, the company appears to be punishing me for having had a seriously delinquent account, despite the fact that Ive paid it off. Their tone and behavior have felt punitive. I attached screenshots of the Apple review and the email response for reference.
Nzinga Emerson
************Business Response
Date: 06/25/2025
ID: ********
Date: June 25, 2025Response to Customer Complaint
Dear Resolutions Specialist,
Thank you for the opportunity to address the customers concerns. The customer filed a complaint with the *********************************************. The customer states that they recently paid off a loan that had been delinquent for over a year, with the final payment made on May 12, 2025. They allege that despite the payment, the account has not been updated on their credit report more than 30 days later. The customer also mentioned that they submitted a formal credit dispute and claimed that over two weeks have passed without any response.
The customer said that they contacted support and worked with a representative, ****, who explained that Possible Finance reports to credit bureaus once a month, and that their loan update would likely not be reflected until July. The customer expressed concern that this delay is significantly impacting their ability to secure housing and transportation, and their urgency was not acknowledged or accommodated.
Additionally, the customer stated that they requested a goodwill removalnot a dispute of accuracy, but a discretionary adjustment. Our ***, ****, explained the company's obligation to report accurate information. He clarified that we report the status of all loans once per month, reflecting the previous months activity. For example, payments made on a loan in May will be included in our June reporting.
**** advised the customer to download a copy of their payoff letter, stating: In the meantime, you can download a payoff letter in the appit might help with your housing application. Let us know if you're having trouble downloading it!
He also informed the customer that if they believe there is any inaccuracy in how the account is being reported, they are welcome to file a dispute directly with the credit bureaus, and we will gladly review any disputes that come through.
The customer asserts that this reply did not address their actual request, and that other lenders sometimes offer goodwill removals after a balance is paid. They also report that when they asked for the issue to be escalated, they were told the escalations team was already aware, but that direct communication would not be made available.
The customer believes the company's repeated references to reporting obligations reflect a company policy rather than a legal restriction, and they feel the experience contradicts Possible Finances stated mission to help customers build credit.
According to the Companys records, the customer repaid their loan on May 12, 2025. The loan was originated on June 15, 2023, went into default on August 9, 2023, and was charged off on November 11, 2023. Per the loan agreement, the customer was scheduled to make four payments: three payments of $73.52 due on 07/03/2023, 07/17/2023, and 07/31/2023, followed by a final payment of $73.56 due on 08/14/2023.
We attempted to collect these payments as scheduled, but unfortunately, the attempts failed due to insufficient funds in the account.Below is the summary of their payments:
06/30/2023 1 payment was completed via ACH/checking account
07/14/2023 Error (R01 - Returned)
08/09/2023 Error (R51 - Insufficient Funds)
08/14/2023 Error (R51 - Insufficient Funds)
08/14/2023 Error (R51 - Insufficient Funds)
08/15/2023 Error (R51 - Insufficient Funds)
08/28/2023 Error (R51 - Insufficient Funds)
08/28/2023 Error (R51 - Insufficient Funds)
08/31/2023 Error (R51 - Insufficient Funds)
09/11/2023 Error (R51 - Insufficient Funds)
09/12/2023 Error (R51 - Insufficient Funds)
11/30/2023 Error (ERROR - Stolen card)
12/01/2023 Error (ERROR - Stolen card)
12/01/2023 Error (ERROR - Stolen card)On June 25, 2025, the customer told the Company, Many companies offer goodwill deletions because they understand how credit affects a persons life. Their goal is to support, not punish. I took out multiple loans with your company and gave you repeat business. Yet I havent even been considered for a goodwill deletion. Its clear that you can do them, youre simply choosing not to.
The customer alleged that we have not responded to them in two weeks. This is incorrect, our team has been working with them via email. **** advised the customer that were required to follow credit reporting guidelines, and even goodwill adjustments fall outside of what were allowed to do. While we understand that some creditors may offer this option, our policy is to report accurate and complete information as required.
Our Escalation and Resolution Specialist, Jezel, also sent the customer a follow up. She acknowledged that the customer was not disputing the accuracy of the credit report entries. Instead, the customer had made a "goodwill request"asking for the removal of accurate but negative information from their credit report based on past payment efforts and overall financial behavior.Jezel expressed appreciation for the customers business and their intention to maintain a positive financial track record.
Jezel pointed out that the customer has two charged-off loans associated with their account. April 3, 2022 loan was charged off but eventually paid in full. The June 15, ********************* charged-off collections status. This was provided to give context on why the credit reporting appears the way it does.
Our team explained that removing accurate negative information from a credit reporteven as a goodwill gestureis against ************* guidelines and violates the standards lenders must follow. Therefore, the Company cannot accommodate the customers request to delete accurate information.
Thank you.
Customer Answer
Date: 06/30/2025
Complaint: 23480860
I am rejecting this response because:
Prior to the payoff, this company consistently reported my account as 30 days past due each month. I paid the account in full on May 12, yet it was not updated by the end of that month. At the time I contacted the company, over 30 days had passed, and a credit dispute I submitted had been open for more than two weeks with no response. This delay added to my concern that the company may intentionally withhold timely updates, possibly as a form of punishment for customers who previously fell behind.
I reached out to **** to request both an update and a goodwill removal, explaining that the negative status was harming my ability to secure housing. Rather than directly explaining their policy, he kept repeating that they are required to report accurate information. When I asked for escalations, he told me it had already been escalated internally, but I received no follow-up. I later emailed to inform him that I would be contacting outside agencies.
I also left a review on the Apple Store, and the company responded with ******* and dismissive emojis, which I found unsettling.
After submitting a BBB complaint, I heard back from **** again, saying the matter had been escalated. I was then contacted by Jezel, who did not identify her department. Her tone lacked empathy. She claimed I was contradicting myself, when all I had requested was either an accurate update to my credit report or a removal of the inquiries.
I explained to her that, like possibly a lot of their other customers in their likely ********** demographic, I had fallen behind due to severe mental health challenges and was actively working to rebuild my life after recovery. She again repeated the line about accurate reporting. While I fully understand that credit reporting is within their rights, goodwill removals are commonly accepted practices especially when someone is trying to recover from hardship. Their flat refusal to consider it, paired with the dismissive tone, felt unnecessarily punitive.
In addition, the account was labeled settled for less than the full amount and marked as a charge-off, without any mention of it being paidwhich I feel is misleading and unfair given that the balance was resolved.
Ultimately, my complaint centers on:
The disturbing delay in credit reporting after full payment,
The dismissive and sarcastic tone in their public and private responses,
The lack of empathy toward customersespecially those who may be struggling with mental health or financial hardship, and
Their unwillingness to consider a good faith deletion, despite common industry practices.
Sincerely,
Nzinga MtendajiBusiness Response
Date: 07/01/2025
We appreciate the note back but we do not offer goodwill credit deletion.
Thank you.
Customer Answer
Date: 07/01/2025
My case number is ********. This business is refusing to directly address the concerns outlined in my complaint. They continue to ignore specific questions, provide vague responses, and fail to acknowledge the unprofessional behavior of the representatives I spoke with including their dismissive response to my public review.
Nzinga Emerson
************Business Response
Date: 07/03/2025
Thank you for you response.
We understand your situation and truly empathize with your concerns. Our support team has aimed to address your questions directly and transparently not to dismiss them, but we respect your time and wanted to provide clarity. As much as we want to be as supportive as possible, credit reporting must reflect the true payment history of an account. We cannot offer exceptions by deleting or altering accurate information even as a goodwill gesture.
We understand this may be disappointing, and we genuinely appreciate your perspective. Please know our goal is always to maintain accurate, fair, and consistent practices while doing our best to support our customers within those boundaries.Thank you.
Customer Answer
Date: 07/03/2025
Complaint: 23480860
I am rejecting this response because:
Its clear that my previous correspondences have not been thoroughly reviewed. Your company continues to reiterate that removal isnt possible, yet consistently disturbingly continues to dismiss the unprofessionalism I experienced with the company and fails to address the additional concerns I raised along with the inaccurate reporting to the credit bureau, which I included a screenshot of.
Sincerely,
Nzinga MtendajiBusiness Response
Date: 07/08/2025
Per our previous response, the customer has two charged-off loans associated with their account. Both loans have been reported as charged off and paid in full.
The Companys reporting is accurate.Customer Answer
Date: 07/15/2025
Complaint: 23480860
I am rejecting this response because: My credit reports were not accurately updated have not been updated. One was updated to a 0 balance but under remarks it indicates that it's "paid profit and loss." under my Transunion and on Experian it's indicating that I paid it in a settlement when it was paid in full, and both were updated to this after paying in full. Seeing that I have been in correspodence with the company for over a month, including reaching out to them before escalating here and expressed that this was effecting my housing and transportation it's deeply disturbing.
Sincerely,
Nzinga MtendajiInitial Complaint
Date:06/09/2025
Type: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 alert by ******** that a New Payday Loan Record was found. The website detected a change to a financial account. These are non credit loans. I checked the site and found that several loans were opened with my information. January 31 for the amount of $50, March 4 for the mount of $75, and May 1 for the amount of $50 are the loans associated with my name or SSN. I never authorized nor did I apply for these loans online, in-person, or by telephone. It should be illegal for any company to process any loans without proper identification due to identity theft of personnel information.Customer Answer
Date: 06/12/2025
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
I, Tilda ****, 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: 06/12/2025____
2) Here is the information BBB requested regarding my complaint:- I requested the verification of the debt from Possible Finance on _06/03/2025___ by Select one -> Email, Phone, Mail, or Other (Please specify) phone and was told by the automation to email regarding any assistance._________________
***** - The reason why I believe the alleged debt is NOT valid is: I never called, phoned, email, nor applied by an app on my iPhone regarding any type of payday loans, loans, etc. I did not even sign any paperwork regarding any payday loans.
***** - The account number: No account numbers are listed on the loans.
*****
******* 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: 07/07/2025
ID: ********
Date: July 7, 2025
Response to Customer Complaint
Dear Resolutions Specialist,
Thank you for the opportunity to address the customers concerns.The customer is alleging that several payday loans were fraudulently opened using their personal information without their knowledge or consent. They state that they were alerted by ******** about a new payday loan record and, upon investigation, discovered loans associated with their name or SSN dated January 31 ($50), March 4 ($75), and May 1 ($50).
They claim they never applied for these loans online, in person, or by phone, and express concern that such loans could be issued without proper identity verification. The customer believes this situation involves identity theft and states that processing loans without confirming identification should be illegal.
When customers apply for a loan, they need to provide the following information: current address, phone number, email address, SSN, Date of Birth, and full name.
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 they are verified and approved, they are prompted to review and sign the loan agreement that was later available in the *************** app. They need to electronically sign a loan agreement pursuant to the Electronic Signatures in Global and National Commerce Act (E-Sign Act) to receive the loan disbursement.
At this time, we are unable to locate a loan account using the full name, address, email address, and phone number you provided in your complaint. To assist us in investigating further, please provide the email address or phone number that received a notification regarding the loan in question, or the email address or phone number that may have been used to apply for the loan, if available.
Possible Finance takes fraud very seriously and has an affirmative duty to prevent, detect, and mitigate Identity Theft.
For us to continue our investigation, please complete the attached Identity Theft Victims' Complaint and Affidavit and provide a police report (see attached). 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.We understand the challenges and stress that come with these situations, and we are here to support you through this difficult time.
We encourage you to place fraud alerts on your credit reports, close the accounts that you know, or believe, have been tampered with or opened fraudulently.
If you would like to add an alert to your account, you need to file a complaint with the ************************: You may file a complaint online at **************************************** or FTCs Identity Theft Hotline at 1-877-ID THEFT ***************).For more information, please review the Identity Theft brochure link from the **** ********************************************************************************.
The brochure details the above information, including telephone numbers of the three consumer reporting companies, web address and telephone number to ************************ (***), and other information.
Thank you for your anticipated cooperation. If you have questions, please contact us at ************************************************************.
Thank you.Initial Complaint
Date:06/05/2025
Type: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 made a loan with possible and on June 3rd they tried to get 2 payments from my checking account which I knew nothing about them going to do this I stopped the auto pay because I couldn't afford that and sent them a message about it they then did a reschedule of my payments where they want to take 2 payments out on July 3rd and another one on the 17th of July and another one on the 31 of July that's 4 payments in the same month are they allowed to do this by law I'm on a limited income and I can barely afford one payment much less 2 or 4 in the same month if I knew that was what they planned on doing I wouldn't have gotten the loan I used the loan to buy groceries I don't think it's right to do people like I've been done by themBusiness Response
Date: 06/27/2025
ID: ********
Date: June 27, 2025
Response to Customer Complaint
Dear Resolutions Specialist,
The customer alleges that they took out a loan with Possible and, without prior knowledge or consent, the company attempted to withdraw two payments from their checking account on June 3rd. Unable to afford both payments, the customer stopped autopay and contacted ********************** regarding the issue. They claim that, in response, Possible rescheduled the payments and is now planning to withdraw four payments in Julyon the 3rd, 17th, and 31st, with two payments scheduled on the 3rd. The customer mentioned that they are on limited income and unable to afford multiple payments in the same month. They state that had they known this would be the repayment structure, they would not have taken out the loan.
According to the Companys records, the customer applied for a loan on April 29, 2025, Once they were verified and approved, the customer was prompted to review and sign the loan agreement that is later available in the *************** app. Their loan agreement required them to make four repayments: two payments of $79.06 on 06/03/2025, and two payments of $79.06 and $79.07 on 07/03/2025.
The customer electronically signed a loan agreement pursuant to the Electronic Signatures in Global and National Commerce Act (E-Sign Act) and consequently, received the funds. When a customer is approved for a loan, they would need to sign the loan agreement as well as the electronic payment authorization (ACH authorization) to receive/send funds.
On June 3, 2025, the customer contacted ********************** regarding their payments.
Jun 03 06:40
To: Possible Finance
Why are you taking 2 payments out of my account today it's supposed to be only one and you have messed me up one of those payments should be refunded back to me because your only supposed to take out one payment today not 2
In response to the customers concerns, our team verified the customers identity and reviewed their loan account. Our Customer Support Representative, ***** *****, explained that the customer's 1st and 2nd payments are scheduled for June 3, 2025, and the 3rd and 4th payments are scheduled for July 3, 2025. These details can be viewed at any time in the Possible app. She also clarified that Possible's algorithm does its best to align payment schedules with the customers paydays, and for those who are paid monthly, it is expected to see two payments scheduled per payday.
***** also noted that customers have the flexibility to update individual payment dates by up to 29 days using the apps rescheduling feature, but emphasized that changes must be made to each payment separately, as adjusting the first does not automatically shift the others. She directed the customer to their loan agreement and the Original Payment Dates article for more information, and asked them to reach out for further assistance if needed.
Possible Loans are short term loans and each customer will have 4 equal payments and has approximately 8 weeks (2 months) to repay their loan.
The payment schedule is outlined in the loan agreement and can be reviewed anytime within the Possible app.
In addition, customers have flexibility in managing their payments. Using the update payment date feature in the app, each payment can be rescheduled individually, up to 29 days from its original due date.
The customer requested to restructure their loan terms to allow $40 monthly payments beginning in August 2025. While we empathize with their financial circumstances, we are unable to alter the repayment terms or accept partial payments once a loan has been accepted and disbursed. Our team is more than happy to offer a payment plan if needed; however, we are unable to change the repayment amount outlined in their loan agreement.
Thank you.Initial Complaint
Date:06/05/2025
Type: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 submitting a complaint regarding the unauthorized account listed under ************************. The details of the account are:Account: POSSIBLEFINA 12/15/2023 7HU79UW9FISNL6V2FNJ9D****This account is incorrect and was likely created as part of the ************ Breach in 2017. The negative information linked to this account is harming my credit and appears without my consent. I have submitted several complaints with no response or resolution from POSSIBLEFINA.I request that this entry be removed from my credit report permanently. If this issue is not resolved in a timely manner, I will consider further legal actions.Business Response
Date: 06/24/2025
ID: ********
Date: June 24, 2025
Response to Customer Complaint
Dear Resolutions Specialist,
Thank you for the opportunity to address the customers concerns. The customer alleges that an account reported under the name "POSSIBLEFINA" on their credit report is unauthorized and was created without their knowledge or consent. They believe the account, which was opened on December 15, 2023, may have resulted from the ************ Breach in 2017. The customer claims that the negative information associated with this account is harming their credit and maintains they never opened or authorized such an account.Additionally, the customer alleges that they have submitted multiple complaints to Possible Finance but have not received any response or resolution. They are requesting permanent removal of the account from their credit report. The customer also indicated that if the matter is not resolved promptly, they will consider pursuing legal action.
According to the Companys records, the customer has maintained an active loan account with ********************** since September 15, 2022, during which time they originated a total of five (5) loans:
The first loan was originated on September 15, 2022, and repaid in full on November 9, 2022. Status: Paid Off
The second loan was originated on December 23, 2022, and repaid on March 24, 2023. Status: Paid Off
The third loan was originated on April 27, 2023, and repaid on May 19, 2023. Status: Paid Off
The fourth loan was originated on June 17, 2023, and repaid on August 11, 2023. Status: Paid Off
The fifth loan, which is the subject of the current complaint, was originated on December 13, 2023. As of this writing, three (3) scheduled payments remain outstanding. The loan is currently in CHARGED OFF CHARGEDOFF_COLLECTIONS status.When the customer applied for a loan, they provided the following information: current address, verified phone number, email address, SSN, DOB, and full name.
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 always download a copy of their Loan Agreement and other loan documents from the Possible mobile app.
Their loan agreement required them to make four repayments of $52.94 by 12/29/2023, 01/12/2024, 01/26/2024, and 02/09/2024.
Customers may download a copy of their agreement and other related loan documents at any time. Per the agreement, the customer was scheduled to make four (4) payments of $52.94 on the following dates: 12/29/2023, 01/12/2024, 01/26/2024, and 02/09/2024.We attempted to collect the scheduled payments; however, several of these attempts failed due to insufficient funds and account issues:Summary of Payment Activity:
12/29/2023 ACH Payment completed
01/18/2024 ACH Payment failed (R16 Error Account Frozen)
01/31/2024 Debit card payment failed (Closed Account / Issuer Refused)
02/01/2024 Debit card payment failed (Closed Account / Issuer Refused)
02/06/2024 Debit card payment failed (Closed Account / Issuer Refused)
02/23/2024 Debit card payment failed (Closed Account / Issuer Refused)
02/28/2024 Debit card payment failed (Closed Account / Issuer Refused)
03/14/2024 Debit card payment failed (Closed Account / Issuer Refused)
03/28/2024 Debit card payment failed (Closed Account / Issuer Refused)
04/12/2024 Debit card payment failed (Closed Account / Issuer Refused)
04/26/2024 Debit card payment failed (Closed Account / Issuer Refused)
On January 31, 2024, the customer contacted ********************** regarding the missed payments:
******* ****** Jan 31, 2024, 13:43
Ive missed a payment because the bank account linked was closed. *** updated my new banking info, but the payment isnt going through.Our Customer Support Representative (CSR), *******, informed the customer that one of the payments was already processing and, therefore, could not be updated. ******* offered to update the payment method for future transactions and explained that Possible requires at least two business days notice to process changes to scheduled payments.
******* also noted that the customers preferred ********* account had been unlinked from their profile. A relinking request was sent via the app, and the customer was asked to notify us once it was completed. Unfortunately, we have not received a response from the customer since that time.
On November 13, 2024, the customer reached out again and inquired about a pay-for-delete option:
******* ****** Nov 13, 2024, 07:33
I had a loan that is now a charge-off on my credit report. By any chance, do you offer a pay-for-deletion option?Our CSR explained that we are unable to offer pay-for-delete arrangements or remove accurate information from credit reports. As a data furnisher reporting to ********** and Experian, Possible Finance is obligated to report all account information accurately and consistently in accordance with bureaus policies and standards.
After reviewing the customers account history and prior communications, we found no evidence to suggest that the loan in question was obtained fraudulently. Please note that the terms and conditions and the remaining payments still apply.
For further questions about this account, please contact us at ************************************************************.
Thank you.
Initial Complaint
Date:05/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a good longtime customer of **********************. On 5/** I applied for a new loan and was approved for $250.Just like all the previous loans, it was to be deposited immediately into my account, I got an email saying it couldnt be deposited immediately it would be put in the next day, then I got an email saying it got rejected, but they would put it in the day after. I never got the deposit to my account and I have wrote 12 times to customer service at ********************** and all I get are form letters telling me that the deposit was sent. A representative named **** wrote to me and me for a copy of my bank statements showing I did not get the deposit. I sent those pictures of my statements back to her I got a email from her saying thank you for those copies. If I want somebody to call me to let her know. Its been one week now and no deposit to my account yet I owe them $250 for a loan I never received. I borrowed the money because I needed it right away and its a week later and still money and no answers. Their customer service is terrible. They could care less. about their customers. All I would like is my $250 loan deposited to my account and not a customer service representative that doesnt understand any problems. Again, Ive been a very good customer of this company and I cant believe theyre treating me this.Customer Answer
Date: 06/02/2025
The company made right with me and I would like to drop the complaint if possible. They finally gave me the money and fixed my account.
***** MonteleoneInitial Complaint
Date:05/21/2025
Type: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 two short-term loans with Possible Finance, both of which are now fully paid off and closed. Despite this, they are still reporting 30-day and 60-day late payments on my credit report.These marks are either inaccurate or were caused by processing/banking delays during a time of financial hardship. Ive attempted to contact Possible Finance to request goodwill removal or correction, but have received no response or assistance.I also filed a **** complaint recently. These loans were small and fully resolved, but the late payment history continues to damage my credit score, which I believe is unnecessarily punitive given the circumstances.Customer Answer
Date: 05/21/2025
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
I, Destiny Crockem, 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. *******
Customer Answer
Date: 05/22/2025
Complaint #******** To Whom It May Concern, This complaint is not about disputing the validity of the debt. I am not claiming that I do not owe the debt or that the loans were fraudulent. I fully repaid both short-term loans with Possible Finance, and both accounts are now closed. My concern is with the reporting of 30- and 60-day late payments, which I believe are either: Inaccurate, due to processing or banking delays during a period of financial hardship, or Overly punitive, given the small size of the loans and the fact they were paid in full. I have made multiple attempts to contact Possible Finance to request a goodwill removal or correction, but have received no response. I also filed a **** complaint on this issue, but there has been no resolution. Im not seeking validation of the debt. I am requesting a credit report update or goodwill adjustment, as the negative reporting continues to harm my credit unfairly. Thank you, ******* *******Business Response
Date: 05/26/2025
ID: ********
Date: 5/26/2025
Response to Customer Complaint
Dear Resolutions Specialist:The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 5/22/2025.
The customer mentioned that she does not dispute the validity of the debt and acknowledges that both of her short-term loans with Possible Finance were fully repaid. The customer alleges that there is an issue with the reporting of 30 and 60-day late payments on her credit report.
She alleges that these delinquencies are either inaccuratepotentially resulting from processing or banking or processing delays during financial hardship, or unnecessarily punitive given the small size of the loans and their full repayment. The customer alleges that she made multiple attempts to request a goodwill removal or correction have gone unanswered, and that a related CFPB complaint also remains unresolved. The customer mentioned that she is requesting a credit report update or goodwill adjustment, not a debt validation, as she believes the negative reporting is unfairly impacting her credit.We appreciate the opportunity to address the customers concerns. The Companys records indicate that the customer took out three loans with **********************. The first loan was opened on 10/04/2022 and repaid on 12/10/2022. The payments were completed on time, and the loan is in Paid Off status.
The second and third loans are the subject of the customers complaint. We understand the importance of maintaining a good credit score and want to assure the customer that it is never our intention to cause any negative impact.
We attempted to collect the payments as scheduled, but unfortunately, these attempts failed due to insufficient funds in the account.Below is the summary of their payments.
Second Loan:
Loan Date: 02/08/2023
Maturity Date: 03/31/2023
Scheduled Due Dates:
02/17/2023
03/03/2023
03/17/2023
03/31/2023
The following payment attempts and completions were recorded on this loan:
02/16/2023 Payment failed via ACH due to R01 error (Insufficient funds)02/24/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
03/03/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
03/03/2023 Payment completed via Interchange (debit card)
03/17/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
03/17/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
03/31/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
04/02/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
04/14/2023 Payment completed via Interchange (debit card)
04/28/2023 Payment failed via Interchange (debit card) Card Not Activated
05/12/2023 Payment failed via Interchange (debit card) Card Not Activated
05/26/2023 Payment failed via Interchange (debit card) Card Not Activated
05/26/2023 Payment completed via Interchange (debit card)
05/26/2023 Payment completed via Interchange (debit card)
Third Loan:
Loan Date: 06/04/2023
Maturity Date: 08/04/2023
Scheduled Due Dates:
06/23/2023
07/07/2023
07/21/2023
08/04/2023
The following payment attempts and completions were recorded on this loan:
06/22/2023 Payment failed via ACH due to R01 error (Insufficient funds)
07/07/2023 Payment failed via Interchange (debit card) Card Not Activated
07/07/2023 Payment completed via Interchange (debit card)
07/21/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
07/21/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
08/04/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
08/18/2023 Payment completed via Interchange (debit card)
09/01/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
09/15/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
09/29/2023 Payment failed via Interchange (debit card) due to R51 error (Insufficient funds)
10/30/2023 Payment completed via Interchange (debit card)
10/30/2023 Payment completed via Interchange (debit card)
After careful review, it appears that multiple payments were completed outside our 29-day grace ******* As a result, the payments were reported as 30-day and 60-day late. The Companys reporting to the credit reporting agencies (****) 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: 05/30/2025
Complaint: 23359045
I am rejecting this response because although the company acknowledged the loan payments were completed, they failed to address the purpose of my original request which was not about disputing accuracy, but about requesting compassion and understanding.
Thank you for confirming that all three of my loans were paid in full and that one was repaid on time. However, I am disappointed that the company continues to rely strictly on policy language without addressing the genuine hardship I experienced or the intent behind my original request.
In 2023, I faced significant personal and financial challenges, including the long-term effects of COVID and a period of homelessness. These circumstances did not create temporary inconvenience they caused serious setbacks that took months to recover from. Despite that, I fulfilled my obligations and repaid the loans in full.
I am not disputing the accuracy of the reporting. I respectfully requested a goodwill adjustment, which is a legal and common practice among lenders when a borrower demonstrates good faith and repayment following hardship. The Fair Credit Reporting Act (FCRA) requires accurate reporting, but it does not prohibit a lender from voluntarily removing accurate negative marks as an act of goodwill.
Possible Finance publicly promotes its mission to help underserved communities, support financial recovery, and succeed when you do. Unfortunately, my experience does not reflect those values. I was not met with understanding or support, but instead with a rigid response that contradicts the companys stated purpose.
Im doing better now, and Ive worked hard to get back on track but Im still recovering. The damage to my credit continues to affect my opportunities, and Im still not being given ***** for payments that were made under extreme hardship. If Possible Finance cant find room for compassion in a situation like this, then I will accept that and move forward. But its important that the record reflect the full story because this response does not reflect the mission they claim to stand byInitial Complaint
Date:05/09/2025
Type: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.
Hello! My name is ***** ***.I'm trying to make payments on the app. The app is greyed out. I've linked my bank account and also my debit cards successfully, but the app is still grayed out. I just want to make a payment. I've been sending so many emails and it seems like I'm only getting quick AI generated responses. Can someone please help me reset my app, so I can make payments again? Even if somebody from IT has to reset my whole account that would be great.I don't want to be 29 or more days late. I just want to make a payments using the app again.Sincerely,***** ***Customer Answer
Date: 05/10/2025
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
I, Mecah ***, 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: 05/21/2025
ID: ********
Date: May 21, 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 May 13, 2025. In the complaint, the customer is alleging a technical issue with the mobile application, stating that it is greyed out and unresponsive, which has prevented them from making a payment. The customer further claims that, despite successfully linking their bank account and debit cards, the application remains inaccessible. They alleged that multiple attempts to seek assistance via email but they received automated or AI-generated responses. The customer is requesting technical support, including a possible reset of the application or a full account reset by IT, to restore functionality. The customer emphasized the urgency of the issue, expressing concern about potentially becoming 29 or more days delinquent on their payment due to the ongoing problem.
The Companys records indicate that the customer has received 7 loans from **********************.
The first loan was opened on 11/08/2024 and repaid on 11/20/2024. The loan is in Paid Off status.
The second loan was opened on 11/20/2024 and repaid on 12/08/2024. The loan is in Paid Off status.
The third loan was opened on 12/08/2024 and repaid on 01/10/2025. The loan is in Paid Off status.
The fourth loan was opened on 01/10/2025 and repaid on 01/17/2025. The loan is in **** Off status.
The fifth loan was opened on 01/25/2025 and repaid on 01/27/2025. The loan is in Paid Off status.
The sixth loan was opened on 01/28/2025 and repaid on 01/30/2025. The loan is in Paid Off status.
The seventh loan is the subject of the customers complaint. The loan was opened on 03/31/2025 and repaid on 05/13/2025. The loan is in Paid Off status.
We attempted to collect the payments as scheduled, but unfortunately, these attempts failed due to insufficient funds in the account. Below is the summary of the customers payments:
On 04/11/2025 Payment failed via ACH due to R01 error (Insufficient Funds)
On 04/30/2025 Payment failed via debit card due to R51 error (Insufficient Funds)
On 05/07/2025 Payment failed via debit card due to R51 error (Insufficient Funds)
On 05/08/2025 Payment completed via debit card
On 05/14/2025 Payment completed via ACH
On 05/14/2025 Payment failed via debit card due to R51 error (Insufficient Funds)
On 05/13/2025 Payment completed via debit card
On 05/13/2025 Payment completed via debit card
If payments are unsuccessful, the payment may be temporarily suspended; we do not repeatedly retry the transaction. This is to help avoid any potential overdraft fees or unexpected charges from your bank.
Customer Interaction Timeline:
May 7, 2025: The customer contacted **********************, stating:
Is there anyone who can assist me? I'm trying to make a payment, but the screen is greyed out.
Our CSR responded the same day and successfully verified the customers information.
May 8, 2025: Our CSR sent a follow-up email confirming that the customer's first payment had been successfully completed via debit card.
May 13, 2025: The customer reported that the payment feature remained greyed out. Our CSR responded with the following message:
Hi Mecah,
Thank you for verifying that information with me!
I can confirm that the two payments you mentioned are set up for 05/14/25. These are your second and third payments.
The fourth payment is scheduled to start processing on 05/30/25.
If you need to make any additional changes, let me know!
Best,
******? from Possible
It appears that the customer was able to reschedule their payments, which were completed on 05/08/2025, 05/13/2025 (two payments), and 05/14/2025.
We report the state of all loans once per month for the previous month. For example, payments made on a loan in May will be reported in our June reporting.
TransUnion and Experian process data at different rates, so changes in your loan status may not be immediately reflected on your credit report. If you are using a credit monitoring platform, such as Credit Karma, there may be further delays in seeing the update reflected.
Thank you.
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