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:05/14/2025

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

• Initial Complaint

  Date:03/18/2025

  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.

  Over the past three years, I've received non-stop credit card offers from this company in the mail. I submitted a prescreen opt-out when I moved to my new address three years ago and this is one of the only companys that I still get this junk mail from. I have contacted Aven support at least three times now to stop this and each time I've received confirmation that it will stop, but it never does. Every week I get a piece of junk mail from this company. They simply do not comply with the pre-screen opt-out process or honor requests to stop junk mail.

  

  Business Response

  Date: 03/26/2025

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

  Our company routinely sends promotional offers and invitations to apply via mail to potential applicants as part of our marketing campaigns. This practice is not only common but also regulated by the Fair Credit Reporting Act (****) and the ************************ (***).  There are two kinds of letters that we mail out. One is a prescreened offer based on prescreened information we obtain from a credit reporting agency, and opting out of prescreened offers through the credit bureaus would suppress this kind of direct mail. The other kind is an Invitation to Apply, which is as the name suggests, an invitation only and is not based on pre-screened information from the credit bureaus. The latter was what you have been receiving from Aven. Both kinds of direct mail have instructions on how to opt out of receiving direct mail marketing.
  

  Based on our review, your information was added to the opt-out list for prescreened offers but not to the opt-out list for the Invitation to Apply. We have added your information to Avens internal "Do Not Mail" list for all types of mailed marketing. Our Marketing Team has confirmed that this was successfully completed. This change will suppress all future direct mail from Aven. Please note that our letters are mailed out 3 - 4 weeks ahead of the scheduled delivery date. If you receive another letter within the next 3 - 4 weeks, we apologize for it in advance and request you to disregard it as the letter would have been mailed out before your information was added to our internal suppression list.
  

  We respect your privacy and confidentiality, and we sincerely apologize for any inconvenience you experience because of this matter. We assure you that Aven strictly complies with all applicable laws and regulations.

  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
  

  
  

  Customer Answer

  Date: 03/27/2025

  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. However I do not appreciate the gaslighting from the company stating that I only opted out from one type of communication from them and not the other, I asked their support to stop sending me all mail multiple times which they did not honor.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/12/2025

  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 receive at least a dozen mailers a yr for my pre approval heloc offer, however the sorry app will not allow me to choose multiple purposes for the funding. I finally found a tiny font phone number in the bottom corner of the back page & called, only to get an automated message telling you no humans are available....ever. I find this completely useless & do not appreciate being bombarded by junk mail that appears to be from a fraud, shell company with no real employees.

  

  Business Response

  Date: 03/19/2025

  Dear ****,

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

  Aven Financial, Inc. is the registered broker and servicer for all Aven Cards (NMLS #*******). Our customer service line is open Mondays through Fridays from 9:00 AM to 4:00 PM PST. We can also be reached via email at ********************************** and through chat from our website **************************. 
  

  Upon review, we see that you have called our customer service line once on 3/12/2025 since beginning your application on 2/16/2025. We also see that you opted out of all outbound call and text communications from Aven on 2/28/2025. You emailed us on 3/12/2025 and 3/13/2025 and a member of our team responded to your messages on both occasions. Nevertheless, you feedback is valuable to us and we appreciate the opportunity to improve our services.
  

  Regarding the prescreened offers you have been receiving, we apologize if our mailers have caused you any inconvenience. We have added your information to Aven's internal Do Not Mail list. This change will suppress all future direct mail from Aven. Please note that our letters are mailed out 4 - 6 weeks before the scheduled delivery date. If you receive another letter within the next 4 - 6 weeks, kindly disregard it as the letter would have been mailed out before we processed your request.
  

  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:03/04/2025

  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.

  3/3. Aven advertises themselves as a credit monitoring app however there seems to be misleading functions that get you to sign up for their products. I accidentally clicked on one button and they instantly pull my credit report an signed me up for a credit card that I did not consent to. This is straight up predatory behavior. REMOVE THE INQUIRY AND CREDIT CARD FROM MY CREDIT REPORT, I DID NOT CONSENT.

  

  Business Response

  Date: 03/07/2025

  Dear Mr. ****************** you for the opportunity to respond to your complaint regarding your recent experience with Aven.
  

  We understand that you feel you unknowingly applied for an Aven HELOC credit card while attempting to redeem a ********* card as part of an Aven Advisor promotion. We sincerely appreciate your feedback and recognize the importance of ensuring a clear and transparent experience for all our customers.
  

  After we displayed the pre-qualification offer, you selected the "Accept My Aven Card" option, which prominently displayed a credit card design, credit limit, and clear disclosures stating that, by proceeding, you were applying for the Aven Asset Card. On that same page, you had the option not to apply for the Aven Asset Card and instead proceed to just get the ********* card. 
  

  Based on feedback and our ongoing commitment to transparency, we have since reviewed and refined messaging to further clarify that customers have a choice of getting the ********* card and applying for an Aven card or just getting the ********* card.
  
  We have already closed your account, and as a courtesy we have reversed the hard credit inquiry and removed the associated tradelines from your credit report.

  We value your feedback and appreciate the opportunity to continuously improve our customer experience. 

   

  Best Regards,

  The Aven Support Team

  
  

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23016615
  
  I am rejecting this response because: I received a notification that a new account has been added to my report. I demand Aven to remove the tradeline from my report completely as if I had never applied for the card, not just marking it as closed.

  It is a reach to be calling this as a "courtesy". Let's be clear about this, Aven is obviously engaging in dark patterns and tricking users into signing up for your HELOC credit cards unknowingly. The green button that had said "Get your gift card" for weeks and then suddenly had turned into "Get Aven Credit + $5 *********** If users had accidently clicked on it it would've been reasonable to take them to a page to complete signing up the card, instead after clicking on it Aven took users directly to ********* gift card with no confirmation via email or app that I'd signed up for anything and if I didn't have my credit report monitored I wouldn't even have known my credit was pulled.
  
  On top of all of this at no point had I ever provided my full social security number to Aven so the fact that all it ever took was only the last four of my social plus one accidental click for Aven to assume that I'd given permission to not only run my report but actually opening up a credit card is clearly. I'm aware there are multiple victims suffered from your at best misleading and at worst illegal behavior.

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

  

  Business Response

  Date: 03/17/2025

  Dear Mr. **************** removed the associated tradelines from your credit report on 3/7/2025 and it takes about 2 - 3 business days for the update to be completed. At this time, this should already be reflected on your credit report.
  
  We appreciate your feedback and we have taken the necessary actions to rectify the root cause of this matter. We sincerely apologize for the concern and inconvenience this has caused you.
  
  Should you have further questions or concerns, please do not hesitate to reach out to us at ************************************************************.

   

  Sincerely,

  The Aven Support Team

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23016615
  
  I am rejecting this response because: I am aware the tradeline has been deleted however the inquiry is still showing on my experian report, I demand that to be removed.
  
  Sincerely,
  
  ****** *****