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:27/03/2025

  Type:Order 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 have an Account with Borrowell. They put up a ********* promotional offer in my account that I was prequalified for a ********* credit card back in December of 2024. Borrowell offer was that for all ********* first time account approvals if they get approved by December 20th, 2024, clients that submitted their application online and get an approval will also receive a $100 e-gift card from Borrowell. They mentioned that once ********* confirms my approval for the application, the e-gift card will take 30-90 days to be sent out to eligible clients. The 90-days mark already passed. I have been reaching out to Borrowell about this offer, but they keep giving excuses about the promotional campaign needs to end first and they just keep asking me to reach out again after some days have passed to no resolution. Every time I contact them about this issue, they give me an excuse with no resolution. I have already done my part as the client, I would like the BBB to help me resolve this issue and that Borrowell keeps their promise and send me my e-gift card which I am eligible for.

  

  Business Response

  Date: 02/04/2025

  We have reached out to the member internally. We believe the issue has been resolved. 

  Customer Answer

  Date: 04/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Borrower has allowed someone to open an account without my name from a fraudster without any verification. The fraudster has access to my credit score and even made loans and credit cards applications. I can’t access the account t with my informations and I am in touch with their fraud department. I have at least 5 soft inquiries under Borrowell in the last 30 days and I got no alerts from *******, a service that I paid. I just received a first credit card with a 3000$ credit limit from a bank today with my sent in a separate envelope at my home address.

  

  Business Response

  Date: 03/01/2024

  We are currently investigating the inquiry and will sent an update internally. 

• Initial Complaint

  Date:22/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has accessed my personal credit score / history over 24 times since July 15, 2023. I have not ever signed up for this service, and I have never been to this companies website in the past. I was recently a victim of identity theft and when I ran my credit history report through *******, I found that this company was regularly accessing my information. I'd like an explanation as to why, and if it is somehow related to my identity theft. I would request that their history of them accessing my credit report be removed entirely.

  

  Business Response

  Date: 22/12/2023

  Our team responded internally on Dec 21st. We have provided next steps on how to proceed. 

• Initial Complaint

  Date:07/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Concerned someone is attempting identity theft as almost monthly credit enquires on ******* from Borrowell whom I have never had an account with.

  

  Business Response

  Date: 08/12/2023

  We have reached out internally to investigate further. 

• Initial Complaint

  Date:23/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using their program called "Rent Advantage". Their claim is "Report your rent and build credit history for just $8/month. Build credit so you can access more credit products at better rates. Take on no additional debt. Use rent that you're already paying monthly. Easy setup. No credit checks. No hidden fees. Cancel anytime." They say their program is better than others. It is different because it verifies payments using electronic banking records, which removes the headache associated with landlord sign-up and approval. My issue is they could not find my rent payment for November which I made on October 30th 2023. I reached out 3 times to their help team and never received a response. At the date of submitting this complaint, I have 3 days remaining to report my rent is paid, before my credit report will tell me I have missed a payment. I have worked very hard in the last 10 years to not miss a SINGLE payment on anything and now this company that has no customer support and is based on IMPROVING your credit score is going to report a missed payment. Their help bot had requested a bank document proving I paid my rent, but I must wait for my bank to issue the statement which will be past the cut off date for reporting. I also suspect it will not suffice. I have used their service for this program for about 4 months and this was the first time there was trouble reporting rent. It is NOT user error. The last payment for Rent Advantage was $9.20 on November 14, 2023. I have cancelled my subscription as of today but it remains active until the end of the month.

  

  Business Response

  Date: 01/12/2023

  Our team responded internally on Nov 30th. 

• Initial Complaint

  Date:14/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (Free) No Charge , To check your credit score,Borrowell credit score check , I had a acount setup with them over 2 and a half years ago, For over 4 years, I would check my credit score, @ or 3 times a week, That was working fine untill over 2 years ago, Then when i tried to login to my acount, I was continully get messages, About wrong email or password, , So i tried changing my password, That would not work, When i tried to login using the new password, It wouldn,t work Either, I sent in various reports to there customer servive department about the problem i was having all the time, They would send me emails all the time, They need further details on what is happening, I probally sent them over ten messages back in a 6 week period, , There customer support people, Are useless, And don,t understand what people, Are trying to tell them. When there is a problem with there site, I have tried, Various time, To signup with them again, Using a different email acount, It will show that it went though, They will send you a email message , To confirm your email address , After you do that, Then the same thing happen again, You are not able to access your online account with them, There is a problem with there site, And they don,t do anything about it, I have talk to over 20 people .Since i had this problem , These people told me also that they use to use borrowell to get there credit score, And the same thing has happened to them also, They told me that they tried , To signup with borrowell , Again, Using a different email address, And that wouldn,t work, Just like i tried to do , When you tried to login, Using the new email address, You had the same problem again, I am shure other people, Put complaints into there customer service allso, This is been going on with there site for close to 3 years now, And nothing has been done , Buy them to resolve, The problem.

  

  Business Response

  Date: 20/11/2023

  We have reached out to the member internally to troubleshoot their account. 

• Initial Complaint

  Date:31/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 24- 2023 Someone stole my personal info and then got Borrowell to look at my credit info via *******, Borrowell then helped this person obtain a credit card in my name through another financial institution. They did not follow appropriate due diligence to ensure no fraud was being committed. **** ****** ***** *** ******* ******* *********** ***** *********** **** ** **** **** ********** *****. They clearly did not ask for photo id and helped this person over the phone. By looking up my credit info and then connecting the fraudster to a lending institution they made it easier for this person to obtain a Credit card in my name. This person stole over $7400 from me within 24 hours of receiving card.

  

  Business Response

  Date: 01/11/2023

  Our team had called this individual on Oct 27th to discuss the details of their case. If they have further questions, they can reach out to us at ****@*********.com.

• Initial Complaint

  Date:20/09/2023

  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.

  Hi, I have never done business with borrowell, never ever even tried to even create an account, yet I see Borrowell checks on my *******. Why? It doesn't matter if those are soft checks, but why? Not once but multiple times. I need an explanation and process to remove it from my credit file. If this is not resolved, I am going to file an official fraud complaint with RCMP.

  

  Business Response

  Date: 22/09/2023

  We are corresponding with them internally to address all their concerns. 

  Customer Answer

  Date: 22/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I contacted Borrowell fraud team through other channel as well and they were able to close the fraudulent account under my name. Borrowell has reassured that credit check will also be removed from the ******* (I have a fraud case open with them as well).

  We can mark this resolved. Thanks again!

  
  Sincerely,
  
  ******** ***** ****

• Initial Complaint

  Date:22/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a victim of Identity theft. The fraudster easily opened an account with Borrowell as the company does not ask for any other information besides name, address and date of birth. The person had access to my entire credit report on several occasions. Fraudulent inquiries were made with credit card companies. When I discovered that I was a victim of fraud, I requested Borrowell to close the account AND to delete ALL information they had under my name. The agent confirmed that the account was deleted, but did not comply with my request to delete all of my information. I NEVER gave my consent for the collection and retention of my personal data.

  

  Business Response

  Date: 25/08/2023

  We have reached out internally to provide more information on our policies, as well as to confirm how to proceed with their request.

  Customer Answer

  Date: 30/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: they are not fully addressing my complaint again. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 05/09/2023

  We sent an email on Aug 25th, we have not received a response yet on how to proceed. We will be happy to answer any and all questions, please reach out to us. 

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am NOT getting a response to three messages sent through their chat service sent to this company regarding the cancellation of my credit building account because I did not want to continue with their rent advantage program. The company gives you an option to add extra credit building power by including your rent, but they continually had issues with connectivity with my bank account so I subsequently asked that I no longer be included in the rent advantage program and because I pointed out the issues I was having they did not want to communicate with me any further. My communication with Andrew at Borrowell was discontinued, despite my request for an answer about staying with BORROWELL, but not with their Rent advantage program.

  

  Business Response

  Date: 03/05/2023

  One of our agents sent a message to this member on Monday May 1st. If the member has any further questions, they can reply to that email, and we would be happy to assist further.