Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received notification from ******* that my credit score lowered 36 pts because of a 30+ day over due balance of $274 for a company named Extra. I tried to call the number they have listed but the number does not work at all. I've never heard of this company. I do not know of any affiliation with this company at all, ever. Could this be a scam or a mistake?

  

  Business response

  12/02/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on November 22, 2024. We appreciate the opportunity to address this matter. 
  
  If Mr. ****** is suggesting that he may have been a victim of identity theft, to date he has not provided an identity theft affidavit or other documentation to support his claim. After a comprehensive review, Extra has validated that Mr. ******* account was not opened fraudulently. As part of our investigation, we confirmed that all requisite identity verification steps were completed for the tradeline in question. Specifically, the verification process included the submission of a live selfie and a picture of his drivers license, which were captured live from within the app. The images submitted were reviewed by our investigative team. We verified that the selfie submitted matched Mr. ******* drivers license. 
  
  Identity verification is a critical component of maintaining the integrity of the credit reporting system for all consumers and lenders. Given the conclusive nature of our findings, and absent any evidence to the contrary, Extra is unable to alter or delete the tradeline from Mr. ******** credit file, as it constitutes a valid record substantiated by the completed identity verification process.
  
  As is standard procedure, upon receiving an inquiry from any consumer, Extra also conducted a review of Mr. ******** account history for accuracy and confirmed that the delinquencies in question were correctly reported to the credit bureaus. 
  
  As Mr. ******** transactions were unpaid for more than 30 days, the balance was reported delinquent. His account is currently suspended, as the unpaid balance remains outstanding. Accordingly, the reported tradeline and delinquency are accurate and will not be removed from his profile. We recommend Mr. ****** reach out to Member Concierge to settle the balance in question to prevent further negative reporting. 
  
  As we are an information furnisher to the credit reporting agencies, we take our commitment to providing credit reporting agencies with accurate information very seriously. If Mr. ****** would like to further dispute the accuracy of the information we have furnished to the credit bureaus, he can do so by sending us a dispute notice outlining the disputed information and providing the supporting documentation, as is required under 15 U.S.C. 1681s-2(a)(6)(B) and 1681s-2(a)(8)(D). Specifically, the following information must be provided to us so that we may investigate his allegations: (i) sufficient information to identify the account that is in dispute (e.g., the account number and his name, address, and telephone number associated with the account); (ii) the specific information that he is disputing and an explanation of the basis for the dispute; and (iii) all supporting documentation to substantiate the dispute. Examples of documentation that can be used to substantiate an identity theft claim: a police report; a fraud or identity theft affidavit; a court order; or any other report that alleges the identity theft and is filed with a federal, state, or local government agency under penalty of perjury.
  
  Should the consumer have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

  Customer response

  12/03/2024

   
  Complaint: 22594042
  
  I am rejecting this response because:  I have never heard of this company.  I have never received anything from a company named Extra.  
  
  Sincerely,
  
  ***** ******

  

  Business response

  12/09/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on December 3, 2024. We appreciate the opportunity to address this matter. 
  
  In light of the consumers response and additional information provided directly by the consumer to Member Concierge, the decision has been made to delete Mr. ****** tradeline. The deletion has been submitted as of December 9, 2024. The consumer should see this change to their credit profile within 60 calendar days. As a reminder, we do not report to TransUnion. 
  
  We strongly recommend that the consumer submit a report to the ************************ (***) through their Identity Theft website. This will help initiate a formal investigation and provide them with a step-by-step recovery plan. Additionally, the consumer should take immediate steps to verify that their personal information has not been compromised elsewhere and ensure that no unauthorized accounts have been opened in their name. 
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  

  Customer response

  12/09/2024

   
  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.  Please note when pushed to provide evidence of the line of credit in my name that is clearly false, they decided to delete the line and remove the negative credit report.  This seems like a scam to get people to pay a relatively small amount of money, $275, to make their poor credit report go away.  I am very concerned about this business.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for the debt associated with EXTRA. There is no agreement between me and EXTRA, and they have not provided the original contract I requested.

  

  Business response

  11/26/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on November 19, 2024, in which Mr. ****** disputes the validity of his reported tradeline data. We appreciate the opportunity to address this matter. 
  
  Mr. ******* account has now been investigated and verified five times. The results of the investigations have been repeatedly communicated to him and have remained the same, which is: Mr. ******* tradeline has been validly and accurately reported. 
  
  Even though Mr. ****** has not provided any new documentation to support this dispute, Extra has re-investigated his allegations as a courtesy. The findings are that Extra, with respect to Mr. ******* use of the Extra Debit Card and services, has in all respects acted appropriately and in accordance with applicable law, the terms of our Terms of Service (TOS), and the **** Notice. For context: Mr. ****** applied for and received an Extra Debit Card on July 17, 2021 at which time during the sign up process Mr. ****** agreed to Extras terms of service, privacy policy, and received the **** negative reporting notice. In the notice concerning furnishing of negative information, he indicated he understood Extra may report information about your account to credit bureaus. 
  
  In Extras terms of service, which he agreed to during the sign up process, it clearly states that One of the features of the Services is that we will report to one or more credit reporting agencies your *** payments made to Extra for the repayment of funds advanced on your behalf in connection with your Debit Card and Extra Rewards Program transactions If the *** debit is successful, Extra will report positive payment history to the credit bureaus. If the *** debit fails and the advanced funds remain unpaid for 30 or more days as of the last day of the month, Extra may report negative payment information to the credit bureaus.
  
  Mr. ****** also agreed in paragraph 13 of the terms of service to be bound by our Privacy Policy available at ************************************************ which states that Extra would share his personal information under certain circumstances. Under the terms of this privacy policy, Extra does not share consumers personal information with nonaffiliates to market to them. Mr. ****** can find a copy of Extras terms of service, privacy policy, and notice concerning furnishing of negative information on our website, ************************.
  
  Mr. ******* account was closed on November 28, 2022 due to his failure to pay his outstanding balance. The status of his unpaid transactions was appropriately communicated to him, allowing him to settle his balance in a timely manner and prevent negative reporting on his tradeline. Extra has maintained a consistent history of communication with Mr. ****** throughout the duration of his membership. 
  
  In the case of Extras reporting to Equifax and Experian (reminder: Extra does not report to TransUnion), the data furnished has been verified as accurate. As furnishers of information to the credit reporting agencies, we take our commitment to providing credit reporting agencies with accurate information very seriously. 
  
  While we have thoroughly reviewed this matter several times,if Mr. ****** would like to dispute the accuracy of the information we have furnished to the credit bureaus, he may do so directly with us by sending us a notice of dispute outlining the disputed information and providing the supporting documentation, as is required under 15 U.S.C. 1681s-2(a)(8)(D). Specifically, the following information must be provided to us so that we may investigate his allegations: (i) sufficient information to identify the account that is in dispute (e.g., the account number and his name, address, and telephone number associated with the account); (ii) the specific information that he is disputing and an explanation of the basis for the dispute; and (iii) all supporting documentation to substantiate the dispute. Examples of documentation that can be used to substantiate a dispute include: account statements contradicting the information we furnished; a police report; a fraud or identity theft affidavit; a court order; or a copy of the relevant portion of his credit report that contains the information he is alleging to be inaccurate, along with at least one supporting piece of documentation that he believes contradicts the furnished information (e.g., account statement).
  
  Should the consumer have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company charged me $25 for a membership. They're website claims to refund you in full if you decide to cancel your membership within thirty days and so I did cancel. They cancelled my membership but did not refund me. They have been giving me the run around by emailing back and forth that they are escalating the issue to a supervisor but then I get nothing. I've been emailing them back and forth for days and still nothing. They told me that my payment was reversed when it wasn't. My bank verified that the $25 payment was indeed deducted from my account. They refuse to issue my refund and I am furious. Not to mention, their customer service is absolutely terrible and you can't talk to an agent over the phone so it leads me to believe they are scammers.

  

  Business response

  09/26/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on September 18, 2024, concerning Ms. ****** request for a refund. We appreciate the opportunity to address this matter.
  
  A technical issue was discovered that marked Ms. ****** membership fee transfer as reversed, when it had not yet been returned. This matter has been resolved as of September 23, 2024 and Ms. ***** confirmed she received the refund on September 25, 2024.
  
  Should Ms. ***** have any additional questions, she can contact Member Concierge directly at *************************************************************. 

  Customer response

  09/27/2024

   
  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

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against EXTRA regarding an account that was opened fraudulently on August 23, 2022, without my knowledge or authorization. The details of the account are as follows:Creditor Name: EXTRA Opened Date: August 23, 2022 Account Number: ****** I have already reported this account as fraudulent to the credit bureaus and requested an investigation. However, despite my efforts, this account remains on my credit report, negatively impacting my credit score and financial well-being.I am seeking the immediate removal of this unauthorized account from my credit report and a thorough investigation by EXTRA to determine how this account was opened without my consent. Additionally, I request a written confirmation from EXTRA stating that this account has been closed and will no longer impact my credit.Thank you for your attention to this urgent matter.

  

  Business response

  09/18/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on September 12, 2024. We appreciate the opportunity to address Ms. ******* concerns. We have looked into this situation, and there are a number of points worth clarifying. 
  
  As Ms. ****** noted, we previously received a claim of identity theft via Automated Credit Dispute Verification (ACDV) on March 24, 2023. To date, we have not received any documentation supporting the claim of identity theft. However, we did review her claim as a courtesy. After a comprehensive review, Extra has validated that Ms. ******* account was not opened fraudulently. As part of our investigation, we confirmed that all requisite identity verification steps were completed for the tradeline in question. Specifically, the verification process included the submission of a live selfie and a picture of her drivers license, both of which were captured live from within the app. The images submitted were reviewed by our investigative team. We verified that the selfie submitted matched Ms. ******* drivers license. 
  
  Identity verification is a critical component of maintaining the integrity of the credit reporting system for all consumers and lenders. Given our findings, Extra is unable to alter or delete the tradeline from Ms. ******** credit file, as it constitutes a valid record substantiated by the completed identity verification process.
  
  While Extra empathizes with Ms. ******** dissatisfaction, her identity theft claims have been investigated twice, despite Ms. ******* failure to provide us with any evidence to support her allegation, and we have found no evidence to support the claim.
  
  As we are an information furnisher to the credit reporting agencies, we take our commitment to providing credit reporting agencies with accurate information very seriously. If Ms. ****** would like to further dispute the accuracy of the information we have furnished to the credit bureaus, she can do so by sending us a dispute notice outlining the disputed information and providing the supporting documentation, as is required under 15 U.S.C. 1681s-2(a)(6)(B) and 1681s-2(a)(8)(D). Specifically, the following information must be provided to us so that we may investigate her allegations: (i) sufficient information to identify the account that is in dispute (e.g., the account number and her name, address, and telephone number associated with the account); (ii) the specific information that she is disputing and an explanation of the basis for the dispute; and (iii) all supporting documentation to substantiate the dispute. Examples of documentation that can be used to substantiate an identity theft claim: a police report; a fraud or identity theft affidavit; a court order; or any other report that alleges the identity theft and is filed with a federal, state, or local government agency under penalty of perjury.
  
  Should the consumer have any other questions, she can contact our team at *************************************************************. 
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of ******************** since May 9, 2024. As of now, I been a customer for 3 months and 2 weeks. I have given my Extra Debit Mastercard number to Amazon (for monthly payments on items), to Afterpay, to other subscription services, for my rental insurance, etc. Since it helps to build up my credit rating, I gave my Extra Debit Mastercard number to every thing I pay, on a monthly basis.I called 2 days ago, just to update my address. And 2 days later, it has been nothing but a headache. They require excessive verification of identity (despite the fact that I already verified my identity, several months ago when I created my account). I just wanted to update my address, since I moved to a new apartment.Also I am disabled individual with severe central nervous disability, that effects my hand / eye coordination. I do most of my typing using a full size keyboard, since it is hard to type on a tiny cell phone screen. I sent an email to Extra and they responded with what documents I needed to send to verify my identity "again". Key word is again, since I already did it before. And I emailed them back, with the attached documents. They email me, a link forcing me to send the exact same information thru a cell phone app, which I specifically asked to do it using my Windows PC and provide the information by uploading it on my full size computer. The total lack of support for disabled individuals, where it is hard to use a tiny cell phone screen to submit the information.Lastly, it is to the point of paranoid obsession the excessive identity verification. My phone has a fingerprint censor, and everytime I login to the Extra app, it checks my fingerprint. Updating my address at my bank, on my other credit cards, even updating the address on my government ID, only took about 30 seconds. While at Extra, a couple days later, and I am still having a hassle with updating my address. Something that should only take 30 seconds to do.

  

  Business response

  09/09/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on August 30, 2024, in which ************************ has submitted concerns regarding Extras identity verification process in relation to his address update. We are happy to address this matter. 
  
  We can confirm that Mr. *********** documents were successfully submitted via email and approved as of September 1, 2024. Notification of the outcome was promptly communicated to ************************ upon the completion of the review process. Additionally, his address has been updated in accordance with his request.
  
  We value Mr. *********** feedback and appreciate his patience throughout this process. As Extra is a growing company, we continually seek ways to enhance our product and improve the overall member experience. In accordance with regulatory requirements, Extra verifies the identity of all members to ensure compliance and protect their security.
  
  We sincerely apologize for any inconvenience ************************ may have experienced during this procedure and remain committed to maintaining the integrity of our processes while ensuring the accessibility of our product.
  
  Should the consumer have any further questions or require additional information, he can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE SEE ATTACHMENT

  

  Business response

  08/22/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the **** on August 13, 2024, in which ****************** claims Extra is furnishing incorrect information regarding his Extra tradeline. We appreciate the opportunity to address this matter. 
  
  ********************** references to the Fair Credit Billing Act (note: ********************** Extra Debit Card was a debit card, not credit card) is a misstatement and misapplication of law. We have in all respects acted appropriately and in accordance with applicable law, the terms of our Terms of Service, and **** Notice.
  
  Upon review of this matter, we have determined that ********************** account was legitimately  opened and the balances legitimately incurred. ****************** had knowledge of the balances due, ample opportunity to pay the balances, and knowledge of the fact that we would report his negative payment activity to the credit bureaus if the balances remained outstanding (i.e., the credit reporting features of the product). During our review, however, we identified an unrelated bank connectivity error with his linked bank account that we believe may have led to his account initially becoming delinquent. Per our policies and procedures, given that this delinquency may have started from a system error, we have submitted a request to Equifax and Experian to delete the late payment information from ********************** credit report. This deletion removes the previously reported delinquency. This update was submitted on August 22, 2024. The consumer should note it may take some time for the changes to be reflected typically within 30 to 60 days. 
  
  For context: ****************** signed up for Extras Services, including the membership and Extra Debit Card, on February 26, 2022. As part of the application process, ****************** agreed to Extras Terms of Service and the Cardholder Agreement. By signing up for Extras Service and agreeing to the Terms of Service, ****************** indicated he understood the following: 
  
  One of the features of the Services is that we will report to one or more credit reporting agencies your *** payments made to Extra for the repayment of funds advanced on your behalf in connection with your Debit Card and Extra Rewards Program transactions If the *** debit is successful, Extra will report positive payment history to the credit bureaus. If the *** debit fails and the advanced funds remain unpaid for 30 or more days as of the last day of the month, Extra may report negative payment information to the credit bureaus.
  
  Additionally, prior to the completion of his application, we provided ****************** with a **** Notice concerning furnishing of negative information. ****************** acknowledged receipt of the **** notice and agreed to the terms; specifically, he acknowledged and agreed that Extra may report information about your account to credit bureaus.
  
  Further still, he agreed to be bound by our Privacy Policy. In the privacy policy, ****************** was notified that Extra would share his personal information under certain circumstances. He was also notified that Extra would not share his information for nonaffiliates to market to him.
  
  As outlined above, Extra provided ****************** with the requisite notice related to the credit reporting feature of the service, including the negative reporting component and Extras data sharing practices. Extra has not shared his information for nonaffiliates to market to him. 
  
  Also mentioned above, while the initial delinquency status may have been triggered by the linked bank connectivity issue, ********************** balance remained unpaid despite the status of his unpaid balance being appropriately communicated to him. The communications also included mechanisms by which he could settle his balance in a timely manner and prevent negative reporting on his tradeline. Extra has maintained a consistent history of communication with ****************** throughout the duration of his membership. ********************** owed balance went unpaid for more than 90 days and his account subsequently closed on October 27, 2022. His Extra account was reported as closed to Experian and Equifax, and his outstanding balance was charged off. These actions were consistent with our Terms of Service and the **** Notice, both of which were acknowledged by ******************.
  
  As the update was submitted on August 22, 2024, ****************** should see the removal of the delinquencies from his credit report in the next 60 days. The consumer should keep in mind that Extra does not report to TransUnion. 
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, he can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an unauthorized charge on my account. I purchased a drill on July 6th from *******. I went to return the item on July 28th and was charged by ******* a second time unbeknownst to me. I received a refund receipt, not realizing I had been charged twice and the refund was solely for the second, unauthorized charge. So I basically returned the item, was charged twice (July 6th initial purchase date and July 28th unauthorized and unbeknownst to me) but only received on refund. The item has been returned and I no longer have it. ******* is not being forthcoming about the charges that are present in my account. So I have attempted repeatedly to dispute the July 6th charge, through extra, since ******* is not doing their due diligence. Not a SINGLE customer service representative has been able to comprehend that I am still out $85.52 because I paid for the item 2 times. They keep saying I was refunded. Yea refunded for one charge I never authorized to begin with. The ******* employee made it look like I was being refunded for the July 6th purchase but instead charged me a second time, costing me my actual refund for the initial payment. For some reason this seems to be going over every last Extra representatives head. Its blatantly obvious I was charged twice. Its right their in their own system and they are placating me by stating the refund was received for the second charge. I returned the item, believing I was refunded for the original purchase. Now Im without the item and out )***** and theyre customer service representatives are doing nothing about it. Ive entrusted them to have access to my bank account to pay for ***********************. They are not protecting their customers from fraudulent activity. I will attach tc code for initial purchase and July 6th and July 28th charge as well as refund receipt. I was clearly charged twice and refunded once for one drill. I do not have the second charge purchase receipt because it was a fraudulent charge. I had no idea.

  

  Business response

  08/08/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 31, 2024, regarding Ms. ******* assertion that Extras system has prevented her receipt of an owed refund. We appreciate the opportunity to address this matter.
  
  Upon reviewing Ms. ******* account, it has been confirmed that the $85.52 refund and the second charge she observed in her app were attributable to an authorization hold placed by the merchant. We communicated this to **************** on July 29, 2024, and informed her that the authorization hold was reversed and the actual refund was processed by Extra on July 30, 2024. It has been verified by both Extra and the merchant that **************** was not charged twice. Despite her concerns, we have no additional information to further clarify the absence of a duplicate charge.
  
  As **************** made a $30.99 purchase with her Extra card shortly after Extra received the refund, the outstanding balance from this transaction was deducted from her refund. The $85.52 refund was received on July 30, 2024, and the $30.99 charge occurred on July 31, 2024. Both transactions were settled together by Extra on August 1, 2024, resulting in a net refund of $54.53 being issued to **************** account.
  
  **************** will have received an email confirming the information above. Should she have any additional questions, she can reach out to Member Concierge at ***********************************.
  
  Best, 
  
  Member Concierge
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is 1166**

  

  Business response

  08/08/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 29, 2024. We appreciate the opportunity to address Mr. ******* concerns.
  
  
  Mr. ******* reference to the Fair Credit Billing Act (note: Mr. ******* Extra Debit Card was a debit card, not credit card) is a misstatement and misapplication of law. We have in all respects acted appropriately and in accordance with applicable law, the terms of our Terms of Service, and the **** Notice.
  
  Prior to the completion of his application, we provided **************** with a **** Notice concerning furnishing of information. **************** acknowledged receipt of the **** notice and agreed to the terms; specifically, he acknowledged and agreed that Extra may report information about your account to credit bureaus.
  
  Further still, he agreed to be bound by our Privacy Policy. In the Privacy Policy, **************** was notified that Extra would share his personal information under certain circumstances. He was also notified that Extra would not share his information for nonaffiliates to market to him.
  
  As outlined above, Extra provided **************** with the requisite notice related to the credit reporting feature of the service and Extras data sharing practices. Extra has not shared his information for nonaffiliates to market to him. 
  
  We have verified the validity and accuracy of the account and reported tradeline, and also confirmed that Mr. ******* account was closed at his request. As a courtesy, and in light of Mr. ******* request, we will remove the tradeline in five business days. Please note that such actions are irreversible. If **************** does not wish for us to remove the tradeline, he must contact us directly within the next 5 business days for further assistance.
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, he can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has become impossible to cancel my account with ********************. They say you can use the concierge service but they have me waiting over 30 minutes. There has been minimal contact with anyone. I have repeatedly asserted my desire to cancel and they keep asking how they can improve my experience.

  

  Business response

  07/22/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on July 17, 2024, regarding **************** assertion that Extra intentionally made his cancellation request difficult. We appreciate the opportunity to address this matter.
  
  ************** submitted a cancellation request at 2:51 PM EDT on July 17, 2024, which was promptly queued for assistance by the next available agent. At 3:14 PM EDT, ************** was greeted by one of Extras Member Concierge agents, acknowledging receipt of his chat submission and inviting any additional feedback to what he provided in his original message. This communication included necessary disclosures regarding the implications of closing his tradeline, emphasizing that once closed, reactivation would not be possible.
  
  Simultaneously, at 3:14 PM EDT (2:14 PM CDT, Mr. ****** local time), he submitted a complaint to the BBB. No further messages were sent to ************** before he lodged the BBB request. Importantly, ************** was not repeatedly asked for information as asserted in his BBB submission. Instead, as is our policy, we asked ************** one time for clarification, as mentioned above.
  
  During the agents temporary absence while awaiting Mr. ****** response, the chat was briefly placed back in queue. Subsequently, a second agent picked up the interaction at 3:23 PM EDT, reviewed the conversation, and messaged ************** at 3:28 PM EDT, requesting final written confirmation of the cancellation due to the irreversible nature of tradeline closure.
  
  
  In response, ************** confirmed his BBB submission at 3:31 PM EDT. Upon reaffirmation of his cancellation request, his account was successfully closed at 3:33 PM EDT, two minutes after receiving his final confirmation. The entire processfrom Extras initial message to completiontook place between 3:14 PM EDT and 3:33 PM EDT.
  
  It is important to clarify that agents followed Extras process and procedures and did not solicit multiple suggestions from ************** nor intentionally complicate the process. His account has been effectively canceled as per his request. As outlined in his BBB request, no further communication from Extra is necessary.
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  "I am submitting a complaint regarding an account with ********************, with account number ******, opened on 2/18/2022. I have never authorized or received clear information regarding this account. I request immediate investigation and closure of this account, ensuring it does not impact my credit history."

  

  Business response

  07/02/2024

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on June 24, 2024, in which ****************** claims her account with ******************** was opened fraudulently. We appreciate the opportunity to address this matter. 
  
  Upon thorough review, we determined that ****************** applied for an Extra Debit Card on February 18, 2022 and the account was closed on September 30, 2022. Extras application and sign-up flows include several processes to validate the identity of each applicant and ensure theres no evidence of fraud or identity theft relating to the prospective member. Specifically, during Ms. ******** application journey, ****************** was prompted on two separate occasions to submit a live selfie and her drivers license; these images must be taken live from within the app. The images submitted were reviewed by our investigative team. We verified that the selfie submitted matched Ms. ******** drivers license. Consequently, there is no evidence to support any allegations of unauthorized transactions or fraudulent activities.
   
  The legitimacy of the account opening, notwithstanding, during our review, we identified an unrelated and previously unknown bank connectivity error which we believe *** have led to a delinquency reported on the account. Per our policies and procedures, given that this delinquency was likely the result of a system error, we have taken corrective action on the account. The delinquency was removed from the account as of July 2, 2024.
  
  The consumer should see this correction reflected on her credit report within the next few weeks. We appreciate the consumer's patience as we addressed this matter.
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should the consumer have any further questions or require additional information, she can contact us directly at ***********************************.
  
  Best, 
  
  Member Concierge
  

*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. ↩