Complaints

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

• Initial Complaint

  Date:19/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Late last year, we paid our Conexus CollabriaCredit Card off.Turns out it wasn't paid off, they reached out and I paid it off in full to $**** Later in the year, the company charged a *** yearly charge.They then sent us to collections over the yearly charge and a $* automatic charge that ****** somehow charged to the same card.Again, I paid this account to $**** and confirmed that in fact the account is at ****, confirmed on their side. The girl on their side asked if i wanted the account closed, I argued, refund the charge then yes, otherwise No. They didn't want to refund the charge so that's where the conversation ended.Turns out, we went to use the card, the account was Closed. Investigation into this found that they closed the card account and refuse to refund the charge because of this automatic $*.** charge that I didn't even know about, much less, still do not understand. I just got off the phone with a manager, they stand by the account been closed and not refunding the charges

• Initial Complaint

  Date:30/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  There was an unauthorized transaction on my credit card to Staples via ****** on August 29, 2024. It said the order was pending and I contacted both Collabria, my credit card company, and ****** to notify them that it was fraudulent and not me who put the order through. Collabria indicated that I needed to call ******. When contacted, ****** indicated that someone had added an address to my account and that the claim was ruled in my favour as fraud. However, despite the claim being ruled in my favour, no refund was received.I have since contacted ****** several times and they have told me that I need to resolve the issue through Collabria. I contacted Collabria again in December when I was told to do so by ******, and they filed a claim. Today, January 29, I received a call from Collabria that my fraud claim has been denied because it has been more than 90 days.This is unacceptable, given that I contacted them on the same day that the charge went through on the card. I notified them of the charge and that it was not me. I do not understand how they can claim I filed the dispute more than 90 days after when I called the day of the original charge.On their website, it states If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps. First, double-check your receipts and check with other authorized users of your account to make sure they did not make the transaction. Second, contact the merchant where the purchase originated and request they review and correct the charge. Third, if you are unable to resolve your dispute with the merchant, please contact ****************** at 1.855.341.464 for assistance.I did all of the above - I contacted Collabria to let them know, I contacted ****** and Staples, and also went through both of their processes. Collabria claims that there is Zero Liability. They are not honouring this and they owe me a refund of my money.

• Initial Complaint

  Date:05/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  In September 2023 my credit card switched providers to Collabria. At the time I had zero balance on the credit card (last payment made in July 2022). I never received the card in the mail from Collabria and did not inquire further as I had not used the card in some time and knew the card had no balance. However, I recently discovered that my generally excellent credit score had been absolutely decimated, as a result of Collabria claiming that I have money owing on that new card which I never received and never used. In October 2024 I contacted them to find out what had happened and was told my their customer service person that it made no sense what was happening, that there should be nothing owing and something had been done incorrectly on their end and she would see what she could be done. She confirmed that there was no record of Collabria calling, emailing or mailing me in regards to the new card. She said there should be no balance but for some reason the system was indicating a balance and that they would need to correct this.Two weeks ago, after hearing nothing from Collabria for several weeks, I called and the person I spoke to had no information other than that someone was assigned my file. They had no ability to give me any indication of timelines for having this resolved and said they had no ability to refer me to their supervisor for further information. Today I called and their system is down and they were not even able to access my case number and refused to return the call later when their system is ********** it has been many weeks now and this issue is significantly impacting my credit and financial security for my family, I'm writing to BBB for support in having this resolved. It is very important that Collabria addresses this problem and works with ********** to fix my credit score immediately. Thanks for reading and I hope you may be able to support me to further this matter.

• Initial Complaint

  Date:29/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Collabria Financial issued me a credit card when I was a student, which was later automatically upgraded upon my graduation. The second credit card went to collections for an amount of $1,140, which I paid off in full to the collection agency in February 2022.However, Collabria continued to report the account as open from September 2023 to February 2024. My credit report reflects that the account was not closed during this period.When I contacted the collection agency, they informed me that Collabria failed to close the account and advised me to reach out to them directly. Upon contacting Collabria, they claimed they have not made any changes or updates to the account since ********* ongoing false reporting by either Collabria or the collection agency is not only damaging my credit but is also a violation of the law.

  Customer Answer

  Date: 16/12/2024

  Hello,
  
  I want to know if their lack of response would result in any consequences against them, they are ruining my life and having no consequences is unacceptable. I want to see at least their credit rating being damaged just like what they have done to me. I will also pursue other legal means as suggested.
  
  Thanks

• Initial Complaint

  Date:02/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  My credit was suddenly closed with no explanation I want my account back It was closed with no explantion and they don;t feel they need to give reason for closure . Account restored Nothing offered by company

  Customer Answer

  Date: 06/10/2024

  Could not enter in communication platform  so I am writing it here .  I also could not access the portal easily due to coordination issues due to my Cerebral Palsy  

   

  Hi Anna 

  Yes I provide a timeline.

  My credit card was suddenly shut down without warning on recently .

  by Collabria Financial Inc  on Sept 27 ***** .  All I received was this email 

  Hello ***** ****,
  
  Please note that your account has been closed as per paragraph 25 of the Cardholder agreement. Please note that you are still liable for any remaining balance.
  
  For more information or for details on cardholder responsibilities please refer to the Collabria - Cardholder Agreement (********************************).
  
  DO NOT REPLY TO THIS EMAIL. We may be reached as follows:
   ***********;and the U.S.: **************
   Other countries: Call us collect from abroad at **************. Use a local landline telephone and ask for an operator to transfer your call.
  The phone number printed on the back of your credit card
  
  Our offices are open 24 hours a day, 7 days a week. To ensure quick and efficient service, please have your credit card on hand at the time of your call.
  
  Thank you.
  
  
  Collabria Loss Prevention
  ***********************  linkedin
  
  
  This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal.

  and a hard copy of this in a letter sent a few days later via Purolator to the same effect .

  a couple of nights ago  I located the CEO on ****** in and I sent him a message he responded saying that give them time to look into things and Many tanks .  On Oct 02 I received a call in the evening from Collabria that my card was indeed shut down and they did not have to provide a reason just that they were exercising their right to close my account  .

  The decision is final .  I don't know anymore than that .

  I have been ****** since 2015 .

  I did have some disputes with online platforms like Poshmark and **** and Amazon and Etsy over the years but always used this as a last resort .  I had no idea this was coming .

  I would like my account back with the company and my credit card privileges restored .

  I had a large dispute on the account with ****** from Dartmouth NS for a personal trainer who was supposed to give me 1 on 1 fitness support via video call and he charged my card over $2000 and did nothing but text me and tell me to download an app .

  This is all I know 

  Thanks 

  Jonas C 

  Customer Answer

  Date: 09/11/2024

  Hi Anna 

   

  Thanks  for trying . I moved on to another credit ************ ***************** .  I they will provide a better experience for my credit card needs :)

   

  Thanks again !

  Jonas C 

• Initial Complaint

  Date:24/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 applied for a business credit card with this company through my company ******* ************* and was told it was rejected because **** are only in *******,, yet even on the application it states that they have an office in *******. I was told the application was cancelled because of this, yet they had done a personal credit check on me. If they were going to cancel it because I don't live in *******, not only should the application online should have mentioned that fact, but also why was a credit check done first before verfiying the information> AS such, there is no reason for a credit inquiry and I want the inquiry by collabria removed from my credit bureaus. If one has been done on the company, which I do not know at this point, I also want that removed immediately. I just got of the phone with collabria who said the application is on hold for other documents, but that it could still used with another credit union in *******, just not ****. At this point I want the application withdrawn and the inquiry to my credit removed.

  Customer Answer

  Date: 26/09/2024

  I had called twice. The first time I was told that **** is an Ontario company and that I did not reside in *******. I told them I wanted the inquiry removed, they said they couldn't. I called back, and it was a greed that there is an office in *******, but after over an hour of trying to get matters straight, I was frustrated and told them that they should have checked the other information prior to doing a credit check, instead they did a credit check first. This was a useless inquiry and should never have been done. They told me to contact the credit bureau and do the process there, but it is within their control and power to remove the wrongful inquiry, and it was their own mistakes that led to this. I want the inquiry remvoed for both my business and my personal name. Business is ******* ************

• Initial Complaint

  Date:20/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Transaction Date: August 24th, 2024 Amount Paid: $19.35 Dispute Details:I was unaware of the remaining $19 balance on my **** account after making what I believed was a full payment in May 2024. I had no knowledge of the small interest that had accrued, so I assumed the balance was cleared (which I admit this was my negligence). Since the card was inactive, I did not check the statements. As part of my credit monitoring efforts, I was notified by Collabria of a missed payment, which was reported to the credit bureau. This is when I discovered the outstanding balance of $19.35.Upon learning of this, I immediately paid the $19.35 to close my account and requested a confirmation statement to verify the payment and closure. It's now been three weeks, and I have not received any confirmation or correspondence regarding the status of my account. Additionally, my address was updated with ********************* in *********, the issuer of my credit card, yet Collabria claims they sent correspondence about the $19 balance, which I never received. There were no phone calls, emails, or other notifications regarding this delinquency.I recently called and asked for the confirmation statement to be sent via email, but I'm still waiting. I also asked Collabria if they could reverse the missed payment report to the credit bureau, but they informed me that this is not possible.I am filing this complaint for the following reasons:1. Reporting a missed payment for such a small, immaterial amount. As a client, I would have appreciated more efforts to collect this balance and help a customer avoiding any further problem over a small amount.2. Poor communication. Collabria changed their online platform over the summer, and I was not informed, resulting in a loss of access to my account.3. Failure to deliver. Despite requesting a final statement at the time of payment in August, I have yet to receive it, further highlighting their lack of follow-through in client communication.

• Initial Complaint

  Date:20/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Beginning in October of 2022(ongoing still) I called Collabria to close my credit card as I had gone through a divorce and it was a joint card (I was the secondary). Collabria told me the balance owing on the card, which I paid in full and they reassured me that the card would be closed. Once that account closed, I opened a new one as the only person on the account. Fast forward to june 2023, I applied for a loan and a derogatory **** hit my credit score from Collabria for an amount owing of $36. I had no knowledge of this, as I was the secondary on that closed account and all contact was going to my ex wife's address and phone. Once I found out about this amount owing I called Collabria and paid the full balance (again) - I received a confirmation email stating the amount was paid (with my ex wife's name on it). Thinking this was dealt with and corrected now, as it was their error, not mine. Fast forward again to now August 2024, this derogatory **** sits on my credit score as a "bad debt/write off" which it was not as it was PAID. I have made 25+ calls, they claim they only have 2 calls on file. They claim I never tried to change the address to my current one (my current credit card with them is in my new address, and I never lived at the old address. They refuse to own up to their mistakes and claim they cannot make changes to the credit score/information that THEY have given to Equifax and **********. I have asked to speak to managers, supervisors, and representatives with no luck. I have asked for phone recordings as they have them all on file as well, but considering they claim that they only have two calls from me, I know i cannot get any of that information. Collabria has ruined my life.

  Customer Answer

  Date: 20/08/2024

  I can send a screenshot of call logs? And a confirmation of the payment, along with the credit report? They refuse to email me as that is how they are protecting themselves. I have asked for all call recordings and they say they cannot give me those. My most recent call with them about this was last week when they told me a manager would call me in ***** hours and no one did. 

  Customer Answer

  Date: 21/08/2024

  I have attached any recent correspondence that wasn't by phone

• Initial Complaint

  Date:14/08/2024

  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.

  I overpaid my credit card payment in the amount of $13.28. There was no further payment owing as I had paid my card off in full plus $13.28 extra. I closed my account on April 3, 2024 and asked that the remaining monies be sent to me. I was told initially that I would have to wait one week and phone back. I phoned back One week later and was then told I had to wait a total of 30 days from the day I closed my account to request a refund payment. I phoned back on May 6, 2024 and was told I would get a cheque in the mail for the $13.28. I was also told that it would take anywhere from 30 to 90 days to get said cheque. I phoned Collabria August 14, 2024 as no cheque has been received. I was now told I did not qualify for a cheque refund. I was asked to get the financial institution I went through to make the final payment (which was ******** back on January 2, 2024) to ask them to contact Collabria for a payment credit refund! When I spoke to a ******* representative they were surprised that such a request was being asked, as it would be simple for Collabria to refund the monies owing. TD was unable to help as it the payment time frame was too long now to do anything to help me. I then phoned Collabria back and I asked to speak to the manager, and I was put through to ******. ****** apologized but could help me no further. In the meantime, I keep getting monthly statements from Collabria showing the $13.28 credit! I asked how much longer I would be receiving these monthly statements by mail, and ****** said he couldnt sayI said, 5 years? To which he said, possibly. All I want is the remaining money owed to me. It is a small amount, but it is the principle now. No one has been a pale to help me, and Im hoping BBB can.Thank you

  Customer Answer

  Date: 31/08/2024

  Hello!  Today I received a cheque from Collabria in the amount of $13.28.  I have not deposited it as yet.  Along with contacting the BBB about this, I also contacted my local credit union that supports Collabria.  So Im not sure which institution helped with this dispute!  Either way I am happy to get what I was owed and thank you for your support in this matter.

  thanks again, *************************

• Initial Complaint

  Date:17/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In October ******************************************************************* a high school BC Model UN event that was to take place the weekend of Nov *****, 23. The event was cxld by the organizer on the day it was to start. The organizer promised a refund of $250 (the fee we paid) plu $50 for damages. It was to be refunded with 3 weeks and by the end of December for certain. When it was not, both my son and I emailed the organizer multiple times with no response. We also noticed frustrated purchasers commenting on various online sites ie Reddit. I called Collabria to file a dispute in early January, 24. I was advised to wait a few more weeks and maybe the organizer would refund the amount. Agin in February to wait. So, I did. I continued to email the organizer with no response. My son and I received a general email from the organizer that was sent to all would be event participants stating that their family funds were frozen in ***** and would be released in April 16,24 at which point all fees plus $200 for damages would be refunded. By ***, no refund was received and no reply from Org. I called collabria to continue my dispute and was told that despite my contact in January and the promise to pay by org in April I should give the organizer more time. When is said it was ***** I was told my time to file had expired. When I informed that the complaint was originally filed in January and collabria kept delaying, I was told collaboration doesnt handle disputes and the buyer is responsible. I feel lied to and manipulated by a company that is going in circles with stories to avoid doing what they offer to to in their policy.