Complaints

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

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  Dovly

  4340 E Indian School Rd Ste 21-263 Phoenix, AZ 85018-5393

• 

  Dovly

  2111 E Highland Ave Ste 145 Phoenix, AZ 85016-4732

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

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Dovly Credit App regarding continuous unauthorized charges to my account. I subscribed to their service in 2024 and used it for about a month or two. However, I noticed that their service did not deliver on the promises advertised, so I decided to cancel my subscription.Despite canceling, I recently discovered that my card is still being charged by Dovly. Additionally, the amount being charged $21.68 is higher than what was initially advertised $19.00. I have attached a photo as evidence of the unauthorized charges for your review as well as evidence showing the account is non active.I kindly request your assistance in resolving this matter and ensuring Dovly issues a full refund for the unauthorized charges and bills future customers correctly and follows there advertised pricing Thank you for your attention to this matter.

  Business Response

  Date: 01/24/2025

  The member remains an active Dovly subscriber via ****** Play.  ****** collects sales tax on top of Dovlys monthly fee, which is why the member has been charged more than just the service fee of $19.99 per month.
  
  The member has been paid subscriber on two separate occasions.  His first paid subscription ran from 04/23/2024 to 06/24/2024, which he cancelled on 06/15/2024.  He then upgraded again through ****** Play on 12/16/2024 and has remained enrolled until now.
  
  The ****** console does not indicate any cancellation request between December and todays date, so there is no evidence that he made any effort to cancel via the mobile app.  Nor does our team have any record that he sought to contact us directly for support to cancel his subscription. 
  
  The member has visited Dovlys member portal through his Android device multiple times each month from March to September. He had no logins in October or November and then logged in almost every other day in December and multiple times in January 2025.
  
  During his membership, four items were selected for dispute -- two personal items and two tradelines.  To date, both personal items and one of the tradelines were successfully removed.  The two tradeline disputes were initiated in December.
  
  The member started with a thin file but now has a good credit score thanks in part to the service he has received from our platform.
  
  From our standpoint, he was and remains very aware of his subscription, received valuable service as promised, made no effort to cancel his subscription outside of this complaint, and is not entitled to any refund.  That said, we have terminated his subscription and as a goodwill gesture have processed a refund of his January payment.
  

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair 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 been trying to cancel my account for over a year and they refuse. Somehow they got my klarna card info and klarna unlike other credit cards will not put a stop payment on it.I signed up for this service online. The new ordinance requires then to let me cancel it online. But the is no way to do that and I can't even get their customer service to cancel it. Please cancel it and refund my money.

  Business Response

  Date: 12/02/2024

  Although the member reports that she has been trying to cancel for over a year, she contacted Dovlys customer success team for the first and only time on Wednesday November 27.  Billing of accounts created on the ************** app is managed by the ****** Play platform.  *********** agent worked with her Dovly supervisor to get in touch with ****** and effect a cancellation of the members subscription as soon as possible, which we confirmed via email to the member within an hour from intaking the initial call.  As a goodwill gesture, Dovly also refunded her last months payment of $19.99.

  Customer Answer

  Date: 12/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:12/13/2023

  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.

  Unable to reach anyone over the phone, unable to DELETE MY ACCT through the app. Unable to update my email from ********************* to **********************. app will not allow me to go to settings and delete my acct myself so I need a manager from your company to do it. Please delete my acct. But update the old email to the new

  Business Response

  Date: 12/13/2023

  Dovly's member success team was able to reach the consumer this afternoon to confirm his specific needs.  His email has been updated and account deleted as requested.  To our knowledge, no further action is required.  We wish the consumer the best in his efforts to manage and improve his credit.

  Customer Answer

  Date: 12/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. PROBLEM IS RESOLVED THANK U
  
  Regards,
  
  Apex Law
  
   
  

• Initial Complaint

  Date:12/07/2023

  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 paid this company for credit repair services to get items deleted off my credit report. I received messages saying they were deleted only to wake up today to find out theyve reappeared on my credit report after I upgraded my account. This made my credit score drop down a lot.. I feel Im being scammed and will take further action. Netting with my lawyer today. If those same items are not removed from my report.

  Business Response

  Date: 12/11/2023

  The consumer duly enrolled as a member of Dovlys credit care platform on September 11, 2023. He utilized Dovlys tradeline dispute feature to contest multiple tradelines. TransUnion responded to one specific disputed item in October of 2023 with notations that the disputed information had been updated. Dovly re-disputed this item on behalf of the member that month. In November ********** responded again, this time reporting to Dovly that the item had been deleted. Without explanation, however, TransUnion later reported that the item had been verified as accurate and reinserted into the members report.

  Dovly reports to its members the information that is received by the credit bureau. In this instance, TransUnion appears to have experienced a technical issue that caused it to remove the disputed item (or inadvertently report it as removed) and then subsequently reinsert it. Dovly has no control over the technical issues at TransUnion. We have flagged the problem with TransUnions customer support organization and are seeking further clarification about the history and status of the item at issue. At this time, we must report on our platform the information as it currently appears in the members report.

  Since receiving his complaint, our leadership team has spoken with the member and explained Dovlys ongoing efforts to obtain clarification from TransUnion. We are happy to confer with the member about other measures he can take to improve his credit file as we await further guidance from TransUnion.

  Customer Answer

  Date: 12/11/2023

  Im a victim of reinsertion of credit data. By dovly and by the credit bureaus, I havent gotten a reinsert letter from the credit bureaus and no where does Dovly state items that have been deleted may appear back on your credit profile. I clearly was led to believe it was deleted I got the notification on Dovly and also another credit profile I have with another company. Whatever the issue was on Dovlys end and the credit bureaus end. This is a serious matter of wrong credit reporting and I request these two items be removed immediately or I will be forced to take further action

  Business Response

  Date: 12/20/2023

  As described in our reply on December 11, 2023, Dovly is required to report the information transmitted by TransUnion.  We have zero capacity to address TransUnions technical issue which has resulted in data reporting inconsistencies underlying the members complaint.
  
  That said, we are certainly sympathetic to the members frustration, and in response to his complaint we have continued to escalate the issue with TransUnions customer support organization.
  
  As recently as yesterday, TransUnion has confirmed to Dovly that their investigation is ongoing and that it will be providing explanatory information as soon as it is available.  Dovly in turn, will convey that information to the member as soon as we receive it.
  
  Every step in this matter -- from the promotion of our offer, to the delivery of our services, to our efforts to resolve the members complaint -- has been taken in good faith to serve the member to the best of our abilities.  His frustration is understandable, but the issue here can only be resolved in the end by TransUnion, the credit bureau which controls the content of the members credit report.
  
  As noted previously, Dovly is happy to confer with the member about other measures he can take to improve his credit file as we await further guidance from TransUnion.

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was advertised as a credit builder loan but wasn't.

  Business Response

  Date: 11/01/2023

  Thank you for sharing details of our members complaint.
  
  The member in question enrolled in Dovly on October 16, paying $9.99.  During his onboarding process our application rendered the services promised, including provision of his full TransUnion credit report and score.  He did not elect to utilize any of Dovlys optional intelligent tradeline dispute features that were included in his subscription.  He subsequently pulled two more full TransUnion reports on October 25 and October 31, respectively.
  
  The member then contacted our support line two times on October 31 via chat to request a refund of his $9.99 fee, claiming that Dovly isnt what [he] was told it was.  Our service agents confirmed his subscription had been cancelled (and will terminate a the end of the full month of service he paid for, on November 16.)  Our agents declined to process a refund, however, as Dovly has provided the services clearly described in our Premium plan description.  See ****************************************************; Nothing in this description represents that Dovly is a credit builder loan, as the member has alleged.
  
  Dovly regrets that the member seems to have misunderstood what is plainly described as Dovlys list of features and benefits.  We wish him the best in his efforts to improve his financial wellness.

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  Requested in writing to cancel membership on August 8, 2023 because of poor results and Dovly failing to meet my expectations. Dovly has continued to charge me membership fees in September after my written request to cancel and refused my written request to refund unauthorized charges.

  Business Response

  Date: 09/15/2023

  Dovly did render the services promised to this member.  Often it takes more time for progress and/or results to be posted than members would like to see, but typically the time required is beyond the control of Dovly.  We're sorry that the member was disappointed.
  

  All that being said, as a courtesy to the member, she was refunded $39.99 today for her recent charge from 09/26/2023.
  
  

  Customer Answer

  Date: 09/15/2023

  My expectations that I would no longer be charged for services after I canceled in writing on 8/8/23 were fair and reasonable expectations. My expectations that they would refund unauthorized charges made after this date were fair and reasonable expectations. However, Dovly refused to do this directly until I involved my credit card company and the BBB. While Im glad that theyre refunding the charges they were never authorized to make, I refuse to let them publish a response painting this resolution as simply goodwill customer service. 

  Business Response

  Date: 09/16/2023

  We're sorry that our understanding of the history is not aligned with that of the member, but we're glad the complaint has been resolved amicably.  We wish the member the best of luck with her financial wellness efforts.

  Customer Answer

  Date: 09/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/06/2023

  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.

  Dovly promises to submit disputes to the three major credit agencies for a fee. Not one dispute was complete or shown as submitted during the past 6 months. False advertisement on behalf of Dovly.

  Business Response

  Date: 08/13/2023

  Thank for alerting us to this complaint.  Our member support team is reviewing the file and will respond with our findings as soon as possible.  We appreciate your patience.

• Initial Complaint

  Date:02/08/2023

  Type:Product 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.

  Went online and was told about credit repair by dovly gave a credit card in the amount of $99.00 i found out shortly after in one week that most reviews of this company were negative and they are a scam and they say they are a credit counseling service even though they are credit repair and was informed they are not supposed to charge upfront money ..So i quickly called dovly spoke to a man who changed his name two times in the same conversation asking for a refund saying they have too many negative reviews and no work was done...This company operates like a credit repair and instead just uses the word counseling...Called to get refund because they make many promises about removing negative items from your report and after reading negative reviews asked for refund... 'To this date dovly has failed to return money not earned...

  Business Response

  Date: 02/14/2023

  This complaint has been resolved amicably with the member.

  Customer Answer

  Date: 02/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a paying customer on and off with ********************** since 2/28/20, most recently I had a subscription for two months which I canceled into the second month and was still billed. I contacted the company and have received varying answers the most recent being that I should be receiving a refund for the 2nd month pending a supervisors approval. Its been extremely difficult to speak to this company when theres overbilling issues. They also lied about what actions were taken and overstated things that were claimed ti be done but were not.

  Business Response

  Date: 02/14/2023

  This complaint has been resolved amicably with the member.

  Customer Answer

  Date: 02/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At first glance this company looked like they had a fair practice but after applying for their Ultimate plan I can see that they are dubious. They advertise a money back guarantee but that is not the case once you pay and sign up. Suddenly the terms have changed. Now there is no money back guarantee for their Ultimate plan but they do not specify this when they advertise for that "money-back guarantee". I am also dissatisfied with their service, they could not even resolve a dispute I had for $0. I would stay away for this company like the plague, they are not honest.

  Business Response

  Date: 10/24/2022

  
  
  Member signed up to ur annual membership plan on October 13th and services started immediatly. As it is an annual subscription plan, it does not qualify for our money back guarantee. Only our monthly plans qualify, yet even their eligibility begins after 90 days of service.  This is clearly defined on our web site: www.dovly.com/money-back-guarantee-dovly). The member contacted our member success team on October 21st and despite efforts to explain our policy, he demanded a full refund.
  
  After escalation and as a gesture of good will, we have processed a substantial refund for member and he will only been charged for one month of ******* services. This was communicated to the member that same day via E-mail.
  
  We appreciate the feedback received and apologize for any missunerstanding.