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:03/26/2025

  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.

  After reviewing my credit report, I have identified multiple discrepancies that require immediate investigation and correction. I strongly believe these inaccuracies may be linked to a data breach, which could have resulted in unauthorized or incorrect information being reported under my name.The disputed items include:EXTRA - Account #: ***** - Date Filed: Jul 07, 2021 - Reporting Balance: $63 Under 15 U.S.C. 1681g of the Fair Credit Reporting Act (FCRA), I have the right to receive copies of all records and documents your company used to verify these accounts. A vague response stating that the accounts have been verified is insufficientI demand clear, documented proof supporting their legitimacy.If you cannot provide concrete evidence proving the accuracy of these items, then under Section 611(a)(5)(A)(i) of the ****, they must be immediately removed from my credit report. Continuing to report and share inaccurate or unverified information is a direct violation of my rights and negatively impacts my financial standing.I expect a transparent and thorough investigation, along with a detailed explanation of the steps taken. Failure to comply with federal law will leave me no choice but to escalate this matter further.

  

  Business Response

  Date: 04/02/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on March 26, 2025. We appreciate the opportunity to address Mr. ***** concerns regarding the account information we reported to Equifax and Experian (please note: we do not report to TransUnion). 
  
  After a comprehensive review, we have confirmed that all necessary 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 Mr. ***** drivers license, both captured live within the app. Our investigative team reviewed these images and verified that the submitted selfie matched the drivers license.
  
  Identity verification plays a crucial role in upholding the accuracy and integrity of the credit reporting system for both consumers and lenders. Based on our findings, it is our belief that the account was not opened fraudulently.
  
  However, as a goodwill gesture, and because the member submitted his identity theft report to the *** under penalty of perjury, we have processed an ************************ (AUD) request to Equifax and Experian on March 31, 2025. This request will result in the complete removal of the tradeline from Mr. ***** credit report. Please note that updates may take 30 to 60 days from the submission date.
  
  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, Mr. ***** can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:03/25/2025

  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.

  Hi Im ***** ********* extra is a prepaid debit card that requires me to load it before using it there 3 missed payments for $0 dollars and need it off my credit report Thank you

  

  Business Response

  Date: 04/03/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on March 24, 2025. We appreciate the opportunity to address this matter. 
  
  So that there is no confusion, the Extra Debit Card is not a prepaid card, and it has never been a prepaid card. Any outstanding amounts that were attempted to be recouped from Mr. ********** linked bank account were for purchases he made with his Extra card. Unfortunately, Mr. ********* did not pay the funds in a timely manner. The delinquency in question has been confirmed valid and reported correctly. 
  
  However, despite Mr. ********* having used his Extra card in various transactions and not paying back the outstanding amounts when due, as a goodwill gesture we have submitted an ************************ (AUD) request to Equifax and Experian on March 31, 2025, to delete the late payment information from Mr. ********** credit report. This deletion removes the previously reported delinquencies but does not remove the tradeline from his credit profile. Please note that it may take 30 to 60 days from March 31, 2025, for the changes to be reflected in his credit report.
  
  We are committed to maintaining the accuracy of our records and the integrity of our processes. Should Mr. ********* have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23111091
  
  I am rejecting this response because:
  Unfortunately I never needed to put money on the account you need to take late payments off 
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 04/11/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on April 4, 2025.
  
  As was previously stated in the last response on April 3, 2025, the delinquency has been removed as a courtesy, and this change should be reflected on his credit report within the next few weeks. 
  
  As a broader point, and so that there is no confusion, we reiterate that Extra is not a prepaid card or a bank account, so there is no requirement to load funds onto the card in advance. We invite Mr. ********* to review the Extra Terms of Service and his Cardholder Agreement if there is any remaining confusion on this point. 
  
  Once again, as a gesture of goodwill, we have requested the removal of Mr. ********** reported delinquencies, and he should see this reflected on his credit report within the next few weeks. Mr. ********** desired resolution, as stated in his complaint, has been provided; and as such, this matter is closed.
  
  Should Mr. ********* have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:02/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/05/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on February 28, 2025. We appreciate the opportunity to address this matter.
  
  Thank you for your letter in which you expressed concerns regarding the account information we reported to Equifax and Experian (please note: we do not report to **********). Although no supporting documentation has been provided to substantiate this claim, we have reviewed the matter and verified the information related to the payment history, in compliance with applicable law.
  
  Upon thorough review, we determined that Julliane ******* applied for and received an Extra Debit Card (not a credit card) on February 15, 2023, and the account was closed on July 28, 2023, due to non-payment. Upon closure, the balance was charged off. Extra has not engaged in any collection activities nor have we contracted with debt collection agencies to collect on our behalf.
  
  As part of the signup process, Julliane agreed to Extras terms of service (which included the cardholder agreement) and received the **** negative reporting notice. He used the Extra card and did not pay back the outstanding amount when due. The status of the balance was appropriately communicated, allowing him to settle it in a timely manner and prevent negative reporting on his tradeline. Extra has maintained a consistent history of communication with him throughout the duration of the membership.
  
  These communications included notifications that the unpaid balance would be reported as delinquent if it remained unpaid for more than 30 days. Julliane received several of these notices; however, he did not settle the balance, and we were unable to successfully collect the funds from his linked bank account. Therefore, the reported delinquency is accurate.
  
  We have acted appropriately and in accordance with applicable law, the terms of our Terms of Service, and FCRA Notice. As a reminder, Extra does not report to **********. For Extras reporting to Equifax and Experian, the data furnished has been verified as accurate.
  
  If Julliane has new information to share and would like to dispute the accuracy of the information we have furnished to the credit bureaus, please send us a letter outlining the disputed information and provide the supporting documentation, as required under 15 U.S.C. 1681s-2(a)(8)(D). Specifically, the following must be provided so that we may investigate the allegations: (i) sufficient information to identify the account in dispute (e.g., account number and name, address, and telephone number associated with the account); (ii) the specific information being disputed and an explanation of the basis for the dispute; and (iii) all supporting documentation to substantiate the dispute. Examples of documentation that can 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 the credit report containing the information believed to be inaccurate, along with at least one supporting document that 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

  Date:02/03/2025

  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.

  This membership provided no value, I couldnt use the card but one or two times. The monthly subscription comes out every month, but they give you no way to cancel it. I emailed to cancel the subscription and was ignored. They continue to pull the $12 out every month regardless. I would like a refund from the month I sent the cancellation email and was ignored.

  

  Business Response

  Date: 02/12/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on February 3, 2025, regarding Ms. ********** request for a refund. We appreciate the opportunity to address this matter.
  
  Ms. ********* requested to cancel her Extra account via email on September 4, 2024. Since cancellation includes permanently closing a tradeline with credit bureaus, Extra requires final written confirmation before processing. Despite our numerous attempts to reach Ms. ********** as confirmation was not received, the account remained active. During a recent conversation with our team, Ms. ********* found our messages in her spam folder, suggesting an email misrouting issue. We acknowledge this and, as a courtesy for the inconvenience, have issued a full refund of $60, which is expected to be credited to her bank account within seven business days.
  
  Should the consumer have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:01/13/2025

  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 have an EXTRA card. There was a fraudulent charge. I notified them froze my card and submitted dispute. I was told to wait until the payment they took from my account for this fraudulent charge. I did that. Then I was told that a temp credit would be applied while dispute was being looked into. Now they are just giving the runaround and wont issue the temp credit. They just keep saying to give them 5 days and then when 5 days is passed they say to give another 5 days to process. They will not answer questions. They will not give me my money back.

  

  Business Response

  Date: 01/23/2025

  The *************** d/b/a Extra (Extra) provides this response to an inquiry we received from the BBB on January 13, 2025, in which Mr. **** requests the issuance of an outstanding refund. We appreciate the opportunity to address this matter. 
  
  According to our records, Mr. ***** dispute was submitted on January 11, 2025. His provisional credit was issued on January 14, 2025 and successfully processed January 15, 2025. If Mr. **** still requires assistance, we recommend he reach out to Member Concierge for further assistance. 
  
  Should the consumer have any further questions or require additional information, he can contact us directly at *************************************************************.
  
  Best, 
  
  Member Concierge
  

• Initial Complaint

  Date:11/22/2024

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/03/2024

  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 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

  Date: 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