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:05/27/2025

  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.

  I submitted an application. in March 2025.I was approved.The trustee was asked to verify information online before signing of equity line. The trustee was asked to provide identification online but was required to provide their social security number to submit verification of who they are. Since they are not applying for the loan they would not provide their social security info. So online verification could not verified To submit information online they are forced to provide their social security number based on ap requirement. There is no other way.However Aven did allow us to meet in person with an attorney who is a mobile notary. The attorney verified the Trustees information in person. This happened May 2, ******** checking in when Aven credit card will arrive because you get the card supposedly after 3 day rescission then delivery 2 weeks later thru the united states postal service. Four days earlier they emailed me that they will not move forward because the Trustee must submit their picture id and valid drivers license but in order to upload these documents the app requires the trustee's social security number to complete the process.An attorney mobile notary seeing the trustee in person and validating who he is with a drivers license should be sufficient which was completed May 2nd, 2025.I cant get a person on the line who can make decisions. Most of the process is texting on your phone then Filipino Virtual Assistants who really are only doing what they know from the company which is not enough. If they cannot provide the equity line because they want my trustees social security number then we need to end this now. It will not happen. I am tired of these time delays and shenanigans.Take the lien off my property. Tell me you turned me down.there are a loit of complaints on this company. If you have direct customer interaction you would have less complaints.

  

  Business Response

  Date: 06/02/2025

  Dear Ms. ********************** you for your patience throughout this process and for giving us the opportunity to address your concerns. After careful review of the application and supporting documents, we confirmed that while the individual you identified was listed as a trustee of the trust holding the property, youas the applicantwere not listed as a trustee or as an owner on the most recent recorded transfer document.

  
  Because Aven loans are secured by real property, were required to ensure that the borrower has the legal authority to encumber the property. In the case of a trust, this authority lies solely with the trustee(s). Since you were not named as a trustee or otherwise authorized to act on behalf of the trust according to public record accessible to Aven, we were unable to move forward with the application.

  
  We understand there was concern about the trustee being asked to verify his identity online, including submitting a Social Security number. While he was not the borrower, his verification was required to meet federal identity verification standards. We recognize that this step may have felt redundant following the mobile notary session, and were sorry if that wasnt made clearer.

  
  We also regret that your communication experience did not meet expectations. While we use secure messaging to streamline parts of the process, our team is always available by phone and we appreciate your feedback on how we can improve.
  

  If property ownership documentation is updated in the future to reflect your authority encumber the application property, wed be happy to review a new application. In the meantime, we thank you again for your time and understanding.

  Regards,
  The Aven Support Team
  

  
  

• Initial Complaint

  Date:05/25/2025

  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.

  This company has an application called Aven Advisor. They are promoting the ability to receive $5 ********** but it doesn't allow you to fulfill the offer since the application doesn't allow you to successfully enter in the account information to fulfill the offer. Also, the home value is incorrect and doesn't even display the home that is being valued. Obviously it is not my home that's being valued since it would be missing a couple zeros on the end. I think if they updated the application I would qualify for the $5 ********* promotion. I see other users qualify for the promotion and they still don't receive it. Sounds like they are doing deceptive practices. There is no way to get a hold of anyone since their is no support. Hopefully, they will resolve this issue soon.

  

  Business Response

  Date: 06/02/2025

  Mr. *********************** you for taking the time to share your concerns. Weve carefully reviewed the issues you raised and appreciate the opportunity to address them directly.

  
  First, regarding the difficulty you experienced when attempting to connect your bank account through Plaid in order to qualify for the coffee promotionwe understand this was frustrating. After investigating, we initially identified a technical issue on our side that caused the system to repeatedly prompt for verification. Upon further review, we discovered the core issue was a freeze on your Experian profile, which prevented access to the credit data required for eligibility. We recognize that the process was not clearly communicated, and we regret the confusion. Weve since made updates to improve how this requirement is surfaced to users and ensure a smoother, clearer experience moving forward.

  
  You also expressed concern about the valuation displayed for your property within the Aven Advisor app. The figure shown is whats referred to as an Automated Market Valuation (AVM), provided by a third-party data provider. While **** are useful for general property insight, they do not always reflect the precision of a certified market analysis or appraisal. We understand that this may have caused confusion, and we are actively evaluating ways to improve the reliability of the valuation data we present.

  
  Lastly, we acknowledge your dissatisfaction with the support experience. We sincerely regret any frustration this caused. Supporting our users effectively is a top priority, and were working on enhancements to ensure were more responsive and helpful going forward.

  
  Weve now reviewed and updated your account, and are welcome to return to your Aven Advisor account to activate your free coffee promo. Additional benefits remain available should you continue to meet the eligibility criteria.

  
  We appreciate your feedbackits instrumental in helping us improve. Thank you again for being part of the Aven Advisor community.

   

  Regards, 

   

  The Aven Support Team

  Customer Answer

  Date: 06/03/2025

  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. I wonder if you will add the ability for multiple properties someone may own? Also, what about a different third party app for home values, like Zillow? The values listed is probably the 20% down payment I paid years ago and the value has only increased 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to Aven home equity credit card and they requested to add them as loss payee to my flood insurance and I did that ten days and there is no update even they said they would get back with me in two days. I mailed them several times without any ************ I stuck with their bank information in flood insurance and I dont know how to remove that information.

  

  Business Response

  Date: 05/23/2025

  Hello BBB,

  We appreciate the opportunity to address and respond to Mr. ******* concerns. Attached here is the summary of the events that transpired and our resolution.

  Should you have any further questions or concerns, please do not hesitate to reach out to us at *********************************** Thank you!

   

  Best regards,

  The Aven Support Team

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have at least forty dollars from referral.Rewards sitting in ************************* tells me there's a problem with my ***** bank account that has always received my payments, i tried ***************, ***** fargo, and ******* keeps telling me I need to enter an eligible bank.I don't see how it's possible that none of those are eligible banks.

  

  Business Response

  Date: 05/22/2025

  Dear Ms.*******,

  We hope this letter finds you well. Aven appreciates the opportunity to address and respond to your concern. 
  

  Our team has thoroughly reviewed your concern. The bank account you recently tried to reconnect to your ****** account had previously been used to receive your payouts, so we know its an eligible bank account and should have been accepted. However, it appears that the issue is with your Stripe account and not with your Advisor account.
  

  Upon reviewing your connected payout account in Stripe, we saw a restriction. Unfortunately, we do not have the ability to check other details of your Stripe account or what the restriction is. We encourage you to contact ****** directly to discuss the matter. You may also log in to your Stripe portal and navigate to Account > Payout History > View your Payout Account.
  

  Additionally, we did not find any prior outreach to our support team regarding this matter. Please know that our team is always available to assist, and we encourage you to reach out directly for any support you may need.
  

  If you have any further questions, feel free to contact us at ************************************************************.
  

  
  Best regards,
  The Aven Support Team
  

  
  

  Customer Answer

  Date: 05/22/2025

  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:04/23/2025

  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.

  We applied for a HELOC with AVEN and we approved and signed papers with a notary. We then received our cards **** the company and our credit reflected the newly opened line of credit. Then they all of a sudden said there was an issue due to a lien on our property. Sent them papers but it did not resolve the issue. So they then( after more than a month of going back and forth) denied our line of credit. The biggest issue is I believe they lied and messed with our credit only to deny our HELOC. Shady business practices for sure!

  

  Business Response

  Date: 04/28/2025

  Dear Ms. *************** hope this letter finds you well. Aven appreciates the opportunity to address and respond to your concern.
  

  We see that you initiated an application with Aven on March 14, 2025. During the application process, you attested that you do not have a second lien on your property. As part of this process, you were informed that information regarding active liens on the property would be validated later in the process, as Aven requires the 1st or 2nd lien position on your property. To ensure a smooth experience, some of this verification occurs after signing the documents but before the funds are disbursed.
  

  Upon verifying the information you provided, it became clear that a key piece of information entered during your application was incorrect. Our team requested supporting documents to validate this information, but the documents you provided did not confirm the details entered. After further review and communication with you, weve confirmed the existence of a second lien on your property, which would place Aven in the third lien position.
  

  Unfortunately, we are unable to move forward with your account due to this reason. We have already closed your account, and as a courtesy, we have reversed the hard credit inquiries on your and your co-applicants credit reports.
  

  Should you have any further questions or concerns, please do not hesitate to contact us at *********************************** Thank you.
  

  
  Best regards,
  Aven Support Team
  

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam alert. I applied for and was approved for a credt line. I was told the card would be expedited. After a week of waiting the card arrived. I tried to activate the card and was declined do to "unauthorized" use. Spoke with Aven *** and the card was canceled and a new card would be sent overnight to correct the situation. Nearly a week later I received the new card and tried to activate it and.......you guessed it. I was told it couldn't be activated due to fraudulent activity. Save yourself the risk of loosing your house if you tie your homes equity to this operation.

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ****************** hope this letter finds you well. Aven appreciates the opportunity to address and respond to your concern. 
  

  On April 7, 2025, you contacted our Customer Support to report that you attempted to activate your Aven Asset Card but were unable to do so due to an attempted transaction from *********** for $1.25 that you stated you did not make.

  Upon review, we did not see any attempts to activate your card. We also investigated the attempted transaction from *********** and obtained the transaction details from ***********. They advised that the transaction was an attempt to sign up with *************** from an account belonging to *********** ******** with the email address ******************** The zip code associated with the transaction matched the information we have on file for you. The credit card number, expiration date, and 3-digit security code used were also correct. The transaction was declined because the card had not been activated at that time, and not due to a potential fraud situation. The details of the transaction that we obtained from the merchant is attached to this response.

  During your call with us, you also mentioned that the envelope with the credit card inside was intact when you retrieved it from your mailbox. The likelihood of all of your credit card information, including the credit card number, expiration date, and 3-digit security code on the back of the card, being obtained and used is slim. However, if you still do not recall making this declined transaction, you may call the merchant directly at their phone numbers ************ or ************ to discuss the matter.

  As you requested, we have closed your Aven Asset Card. Please note that the account is not tied to the equity of your home and we do not hold a lien on your home. 

  Should you have any further questions or concerns, please do not hesitate to reach out to us at *********************************** Thank you.
  

  
  Sincerely,
  The Aven Support Team
  
  

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After dozens of uploads and document requests Aven said I don't live in my home. The **** doesn't deliver to my residence, instead I have a PO Box. Despite providing my tax return, a DMV registration and water and trash bills Aven still refused me. I requested a phone call multiple times and even offered them to visit but after providing them so much documentation they still refused. Never once did I speak to anyone from Aven. Only automated texts and emails

  

  Business Response

  Date: 04/18/2025

  Dear Mr. ************************* you for reaching out and for sharing your concerns. We understand how frustrating this experience has been and appreciate the time and effort you put into providing documentation and engaging with our team.

  
  You applied for financing with Aven on March 15, 2025. After your offer was accepted and notarization completed, your application was flagged in order to verify primary residence. As part of our standard process, we requested additional documentation to verify that the property was your primary residence. We received several submissions from you over the following weeks, including your W2, car registration, utility bills, tax return, and an explanation that **** does not deliver to your residence, which is why you use a P.O. Box for mail. We want to acknowledge that you also spoke with a member of our team on March 28, and further clarified your situation. We appreciated your responsiveness throughout this process, and we reviewed each of your submissions carefully. Our goal is always to assess applications as fairly and thoroughly as possible.

  
  However, as part of our broader evaluationwhich includes both applicant-provided documentation and third-party verification toolsour internal review suggested that the property may not be your primary residence. While we understand that rural delivery logistics and use of a P.O. Box can make these matters more complex, we must be able to confidently verify that the property is used as a primary residence in order to approve applications under our current program guidelines.

  
  A secondary review was conducted on April 10 to reassess the information you provided, but unfortunately, we were not able to overturn the decision. The application was ultimately denied on the grounds that the property does not meet our primary residence requirement.

  
  We regret that this decision caused frustration and sincerely apologize if our communication methodsparticularly the automated updatesadded to that. We are continually working to improve both our processes and how we support applicants, and your feedback is an important part of that.

  
  We also acknowledge your request to no longer be contacted and have honored that request as of April 11. While this application could not be approved, we thank you again for your time and the opportunity to review your application.

  
  Sincerely,
  Aven Support
  ************************************************************
  

  
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shared my confidential credit information without my consent.

  

  Business Response

  Date: 04/11/2025

  Dear Mrs. ****************** hope this letter finds you well. Aven appreciates the opportunity to respond and address your concerns.
  

  Rest assured that our team is investigating this matter thoroughly. We will communicate the outcome of our investigation to you directly as soon as we can through the contact information you provided.
  

  We appreciate your patience and understanding.
  
   
  Best regards,
  
  The Aven Support Team

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Aven about a payoff being sent from the closing of our house on Wednesday the 19th the payoff letter stated the exact amount to be paid off and a date of the 21st that the payoff would be good through. They received the payment on the 17th applied it to the account on the 19th We over paid by $437.04. Aven on the 20th even though the account was paid off charged us an interest charge of $396.99. The whole point of a payoff quote is that the interest is already added in for the period of the payoff good through date. I have seen comments and other complaints with Aven doing this exact same thing. I could see if the payment did not come in until after the payoff quote date expiration but it was there before that. There should not have been any interest charged.

  

  Business Response

  Date: 03/28/2025

  Dear Mr. ***************** hope this letter finds you well. Aven appreciates the opportunity to address and respond to your concern. 
  

  We received your payoff quote request partway through the billing cycle running from February 22, 2025, through March 21, 2025.  When we receive a payoff quote request mid-billing cycle, we issue an estimated payoff quote.  The estimated payoff quote amount is computed as your outstanding balance plus fees and interest charges that your account is estimated to accrue through the end of that billing cycle.  Once the billing cycle is done, we perform the end-of-cycle calculations and then reconcile any difference between the estimated payoff amount and the actual payoff amount.  
  

  In your case, we issued the estimated payoff quote on March 13, 2025.  We received your payment of the estimated payoff quote amount on March 17, 2025.  On March 21, 2025, we performed the end-of-cycle calculations for your account, at which point we learned that you owed an additional $396.99 in accrued interest charges.  
  

  We hope that we have clarified this matter and that our explanation has addressed your concerns.
  

  Should you have any further questions or concerns, please do not hesitate to reach out to us at *********************************** Thank you.
  

  
  Sincerely,
  

  The Aven Support Team
  

  
  

• Initial Complaint

  Date:03/20/2025

  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 was approved for a ****** home equity loan with Aven Financial on 2/26/25. Aven was to place a lien on my home for the ****** loan when funding took place.I have yet to receive the loan amount. I have been emailing and checking the internet daily since approval. I keep getting the same email message that indicates Aven is still reviewing some documents and will fund soon. As of 3/20/25 I have not received ********* week ago I received a notice from the DA's office of *********** Fraud. The letter contained a copy of a lien Aven placed on my home on 3/5/25. The letter instructed me to contact the DA's office as soon as possible as they are suspecting fraud. When I told Aven staff about the letter they tried to assure me that nothing was wrong... just taking longer.When I was able to reach someone by phone I was told the same thing, that they are almost done with paperwork and will release the money ******* I am instructed to contact the Riverside ****************** in writing and by phone, I will be doing that this week.

  

  Business Response

  Date: 03/27/2025

  Dear Ms. ******************** you for the opportunity to address your concerns regarding your recent experience with Aven.
  

  We see that you initiated an application with Aven on February 26, 2025. During the application process, you answered a series of questions that generated the offer you received. As part of this process, you were informed that information regarding active liens on the property would be validated later in the process. To ensure a smooth experience, some of this verification occurs after signing the documents but before disbursing funds.
  

  Upon verifying the information provided, it became clear that a key piece of information entered during your application was incorrect. Our team requested supporting documents to validate this information, but the documents provided did not confirm the details entered. After further review and communication with you, we determined that the error occurred during the initial application process.
  

  Even though this was an error made during the application, weve made every effort to assist you. Your application was escalated to senior management to explore possible solutions, and multiple team members have been involved in trying to move this forward.
  

  Were pleased to see that you remain in communication with our team as they continue working through this process. Our commitment to providing an exceptional customer experience remains our priority.
  

  Thank you again for your continued patience and cooperation.

   

  Best regards,
  

  Aven Support
  

  
  

  Customer Answer

  Date: 03/28/2025

  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,
  
  ***** *******