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:06/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its interesting to see that the company is dealing with another person on this page who also has an ambiguous hold placed on their card. Not only is this suspicious but odd. I called and got an answer that theyre placing a hold onto my card for suspicious credit activity, which is weird because I just paid off half my owing balance and have been relatively consistent with keeping my balance paid.When I asked for elaboration over email I was never given an answer. And while on the phone I expressed wanting a supervisor/ a person with authority to speak to regarding this. Ive had this card since 2017 and theyve never placed a hold onto my account.Its also not outlined in their terms of service that they will place holds onto your account for 30 days. Not only did they not warn me, they didnt notify me at all. They didnt tell me that over email and they didnt answer my questions over email when I asked them.Clearly, there needs to be better communication with this company to their customers. It should not be the responsibility of the customer to actively seek out answers. Their app should be savvy enough to notify customers, explain, and actively let them know if theres a hold.And if the app cant do that for security reasons, a thorough explanation over email should be given. The only explanation I ever got was there is a security hold. Not the answer I got over the phone of my account having a suspicious credit hold, or the hole being for 30 days. And why 30 days? They cant give an answer for that either. Their terms of service need updating and they also need to be upfront with their customers. Also if youre dinging my credit at all I would like for that to be resolved because good timely payments and larger payments are supposed to be better. Making payments and then actively using the card is supposed to be encouraged.

  Business Response

  Date: 06/08/2023

  Thank you for the opportunity to respond to the complaint from **************************  In their complaint, ************************* expresses frustration regarding an account hold that was not communicated to them and that doesn't appear to be authorized based on the terms and conditions on the account.  ************************* is also concerned that this hold may have negatively impacted their credit profile.  Deserve has researched this issue and has determined that this 30 day account hold is related to a recent account review in which Deserve found that the customer's credit profile, as reported by one or more credit reporting agencies, showed signs of high credit risk behavior with other creditors.  This type of hold will be re-assessed after 30 days to determine if the customer's credit profile has improved or not.  It is important to note that this type of hold does not negatively impact a customer's credit profile.  Lastly, according to the terms and conditions on this account, ********************** reserves the right to cancel, suspend, or close accounts at any time, with our without notice.  Deserve encourages ************************* to reach out if there are any additional questions.

  Respectfully,

  The Deserve Team

• Initial Complaint

  Date:05/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Deserve, I am writing to express my concern regarding a hold on my credit card account that has been preventing me from using my card. I called earlier today to resolve the issue, but unfortunately, I was instructed to call back and wait for my issue to be escalated.However, despite my attempts to call back, no one has answered the phone, and it goes straight to voicemail. This situation has left me with a hold on my account and no communication from your end. After calling through my work phone i was able to get ahold of someone he was unhelpful and would not transfer me to a manager. He then tells me that I should have called them when it happened. I have never has any issues with this company until now. He then tells me they put accounts on hold with no notice when attempting to make multiple purchases but that is no where in the terms of service. Also i asked him where was the communication!! I then say if I attempted to make the purchase multiple times then why was it declined initially and he states because I paused and unpaused my card several times which is odd because that is not in the terms of service nor did i get any warning of suspicious activity to initiate a review of my account. Now they are trying to have me pay my entire balance after accepting my $500 payment last week no payments have been missed so why ask for my entire balance? And my account will still be under review?! My money is un- accessible! I am reaching out to request your assistance in resolving this issue as soon as possible! Thank you for your attention to this matter, and I look forward to hearing from you soon.

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to respond to the complaint from ***********************  In their complaint, ********************** has expressed concerns regarding an account hold, which has restricted their use of the card.  ********************** further indicates that these types of holds are not mentioned in the terms of the agreement.  We have reviewed this complaint and, according to our records, Deserve recently completed an account review for ********************** and noted that their credit profile has deteriorated recently (related to FICO score decreases and existing debt obligations).  These account reviews help ********************** to identify accounts that *** currently represent a greater credit risk than what existed in prior months/years for a cardholder.  We understand that our decision to restrict ************************** account is not something that ********************** wanted.  However, Deserve believes this is the correct decision at this time.  Future reviews of the account can and do result in a reversal of these types of restrictions.  Lastly, it is important to note that the Cardholder Agreement clearly states that Deserve has the right to restrict and/or close any account for any reason and without notice, unless otherwise prohibited by law.  We encourage ********************** to reach back out to Deserve for any additional questions or concerns.

  Respectfully,
  The Deserve Team

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20025524
  
  I am rejecting this response because:

  If i cannot use my card and i was not notified that is unacceptable. You all initia Blocked me from contacting you via phone. Informed me my account was restricted not because of my credit but a rep informed me various times you locked my card because you all felt suspicious activity was occurring and blamed me for not contacting you all right away even though I never had an issue before then. I asked you all locked my account after multiple attempts for the same purchase but the rep informed me the very first purchase was blocked because i locked and unlcoked my card various time. IT IS MY RIGHT TO LOCK AND UNLCOK MY OWN CARD. It is mot metioned in the terms of service that i cannot lock my card or risk it being suspended. He informed me after thirty days my account would be unlocked. AFTER I CALLED THEM!! They also did not apologize and were very rude for the lack of communication. They also tried to make me pay my entire balance which is only $600 of $1800 after seeing i am actively paying down my balance and accepted a $500 payment from me the week before they restricted paused suspended whatever my account!! My account is my account if you all cannot communicate then you all need to fix that as it causes unnecessary issues!! Its a recession and i am clearly having issues!! So the fact this is my first year having issues after 5 years i am not comfortable being a customer with you  at all, 

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

  Business Response

  Date: 05/12/2023

  Thank you for the opportunity to respond to the ongoing complaint from ***********************  Deserve understands that account restrictions can be frustrating, especially when there is no advance notice.  The main reason for a lack of advance notice is b/c many account restriction decisions necessarily happen in realtime and don't provide for an opportunity for advance notice.  Account review and transaction evaluation is an ongoing occurrence with all of our cardholders and is a necessary part of maintaining a low risk and secure card program.  Deserve does retain the right to restrict accounts at any time, without notification.  This is spelled out in the cardholder agreement.  If ********************** would like to close their account as a result of the recent account restrictions (or for any other reason), that is an available option.  We encourage ********************** to contact customer support if they wish to close their account or if there are any additional questions or concerns.

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20025524
  
  I am rejecting this response because:

  As you all can see this company has not communicated any of the issues i raised in my initial rejection. 
  

  reason 1: i locked an unlocked my card  

  reason 2: i made a purchase three times 

  reason 3: last excuse which was given in the BBB response was my credit which has had issues but i have not missed a deserve payment but i have had issues with my credit due to personal issues 

  yall have lied and gave various reasons to my card and i have also had issue getting in contact with customer service numerous times i had to call from another number. 
  

  none of this was addressed. 

  its very unclear what the truth is 

  i was told three reasons why my account was locked. 
  

  They are telling me to close my account so they can ruin my credit as i am trying to build it up knowing i have a balance. 
  

  this card is essentially useless to me since you all took a $500 then locked my card. I do not have the ability to access funds i applied to my balance. After 30 days which is June 4, 2023 and my card is still unlocked i will continue to report you all. 

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

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deserve/BlockFi has contacted me in excess of *************** the calendar year 2023. What can be said about an entity that is so blind to the reality of the deal they made? I have been perfectly willing to settle and walk away from this situation so that we are both unhappy, **** of good compromise. All their support staff will do is quote Fair Credit Reporting rules that aren't followed anyway. ****** learned, I'll stay away from their products.

  Business Response

  Date: 05/05/2023

  Thank you for the opportunity to respond to the complaint from Brennan Custard.  *********** does still have a balance due on his BlockFi Card account and is severely delinquent, which is why he has received a number of related communications.  It is important to note that BlockFi is only responsible for the rewards portion of the ************ Rewards Credit card and that *********** and Deserve, ***** respectively, are responsible for issuing and servicing the credit card.  Funds owed on the card go to Deserve, **** as the owner of the debt.  Deserve does offer settlement solutions, which may be discussed if *********** would like to contact customer service.  ********************** will continue its efforts to collect on this debt and accurately report ********************************* account history to the credit bureaus.

  Respectfully,

  The Deserve Team

• Initial Complaint

  Date:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deserve misled from the start. Initially I got their card to build credit. I had to call and wait several hours before they even started reporting to the all 3 major agencies. Now, without any notice they have closed my card for inactivity. I understand they might need to do that but I would expect communication before the closure on lines of, your account has been inactive for ** days please use your card to avoid disconnection of service. Not something after it has already been discontinued.Anyways thankfully I can get better cards now but be warned if this is your first card.

  Business Response

  Date: 04/21/2023

  Thank you for the opportunity to respond to the complaint from **************  In this complaint, ***** J expressed concern about having their inactive account closed, without prior notice.  On occasion Deserve does need to close a group of accounts where prior notice is not possible, and although Deserve does reserve the right to close any customer's account, at any time, without prior notice, we understand that the lack of prior notice can be frustrating.  Deserve appreciates ***** J taking the time to let us know.

  Respectfully,

  The Deserve Team

• Initial Complaint

  Date:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deserve company had a partnership with BlockFi (crypto assets) where they issued a credit card in a co-branded shared platform. In December when ******* went out of business we were locked out of the account plus all rewards and crypto assets were lost. We opened up a ticket with Deserve/BlockFi and there was no response. My account had rewards points accrued as part of the usage and those points in the past were also used to settle any credit card balances to include my linked bank account. BlockFi is going through a bankruptcy restructuring to pay back customers, partners etc. based on their updates. On the other hand Deserve decided to send balances to include accrued interest to Equifax and TransUnion thus damaging my ratings etc. (I have filed a complaint with both bureaus as well and they don't think what deserve has done is legal since this is an ongoing case and it seems they didn't provide the bureaus with the bankruptcy details).1. Since December I have tried contacting them on their 800 number, theres no response or you get routed to ***** or a foreign country and they can't escalate to anyone. 2. Secondly, I have continued to request a point of escalation manager or something but the response I get from each representative is theres no manager or you cant be transferred to a *** office.3. None of the representatives has historical data about my account they keep saying even Deserve doesn't have that data ********* seems like it's trying to get double money both from the bankruptcy settlement and also their customers through strongarming them by destroying their credit history. I have requested multiple times to have this account frozen until there is a settlement for BlockFi case since no one seems to have access to all the data and history but I haven't been successful.*****************************************************

  Business Response

  Date: 04/21/2023

  Thank you for the opportunity to respond to the complaint from ****************************  In his complaint, ****************** expressed concern about having to pay off his BlockFi Credit Card balance while his crypto assets, including rewards received from using his BlockFi Card, are unavailable from BlockFi Inc.  It is important to note that BlockFi is solely responsible for any crypto assets, including the rewards portion of the ************ Rewards Credit card.  *********** and Deserve, ***** as the issuer and servicer of the card, respectively, have no ability to compel BlockFi to release any crypto-related rewards or otherwise for BlockFi card customers.  Neither *********** nor Deserve will receive any monetary benefit from the results of the BlockFi bankruptcy proceedings.  The BlockFi Credit Card cardholder agreement, which is between the customer and the card issuer, establishes the obligation for the customer to pay their credit card balances.  These payments do not go to BlockFi Inc.  The rewards agreement, which is separate from the cardholder agreement, is between the customer and BlockFi.  ********************** is responsible for servicing the card, collecting payments, and reporting account history to the credit bureaus.  Deserve encourages ****************** to reach out if he has any additional questions.

  Respectfully,

  The Deserve Team

  
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19951072
  
  I am rejecting this response because: We need to see the agreement between Deserve Bank and BlockFi in relation to this card plus rewards benefits and how it was supposed to be managed with any customer they issued the card to. This was presented to us a unified entity (Deserve & BlockFi) branded card. In addition, we need a key contact in *** we can talk to we keep getting routed to ***** and we are confused whether this is a *** or Indian Bank.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/24/2023

  Thank you for the opportunity to respond to the additional concerns raised by ****************************  ****************** has requested a copy of the agreement between BlockFi and Deserve, in order to assess the nature and issuance of the credit card offering.  ****************** has further requested a *** contact for the Bank.  Deserve would like *************************** to note that all relevant agreements (the Cardholder Agreement and the Rewards Agreement) were and still are fully available and accessible at any time.  These agreements very clearly establish the relationship between the customer and the legal entities involved with the issuance of the ************ Card.  However, legal agreements between BlockFi and Deserve are not available for public review, for obvious reasons.  With respect to ********************** request for a direct contact within ******* for the Bank, it's important to note that neither BlockFi nor Deserve is a bank.  Regardless, customer service is available via various call centers, including within ******* and *****.  Each call center is capable of servicing customer calls and there isn't a specific contact number for one call center over the other.  If ****************** has any additional questions or concerns, he is welcome to reach back out.

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19951072
  
  I am rejecting this response because: What are the obvious reasons we can't see the agreement? This will add more clarity about this issue. "However, legal agreements between BlockFi and Deserve are not available for public review, for obvious reasons"

  Again as a company doing business you should have direct contacts we can talk to. It's been months of calling these call centers in ***** and no one seems to know what's going on. The fact that even after escalating this to BBB and we still can't a contact or a department this raises many questions. We will be waiting for a response on the above points.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/08/2023

  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.

  Since October, I have been attempting to pay my entire balance but I cannot login, and nobody over the phone is helping me or even accepting payment. I am very worried as it has plummeted my credit score through no fault of my own. I contacted *****************************, the executive of Deserve, about this concern. He had someone call me and ask questions. They claimed that because they could not find a record of any phone calls attempting to pay, they cannot help me. In other words, they are denying my concern because of they can't find any records on their own internal system--this is no process to assess the veracity of my claims, and at any rate, does not adhere to any legal guidelines. As a result, I will imminently filing a lawsuit to seek damages and preserve my rights.

  Business Response

  Date: 04/10/2023

  Thank you for the opportunity to respond to the complaint of ************************  ************** has reached out to Deserve in a variety of mediums referencing this same complaint.  As was mentioned in prior correspondence from our **************** team, ********************** has found no evidence of any inbound calls made by ************** during the timeframe mentioned. Our **************** Team asked if it was possible that ************** may have used a different phone number to try contacting us, and he stated "no."  Deserve also addressed **************' claim that he couldn't log in to his account by asking him to confirm the email address on file, which would be necessary to log in. ************** gave the wrong email address. After much debate, ************** acknowledged that he simply forgot that he had changed his email address and then neglected to reach out for help right away after being unable to log in.  Deserve noted that ************** didn't ask to make a payment when we did get a hold of him and verified his identity.  ************** also did not attempt to make a payment over the *** or via check which were also available as alternative payment options.  As a result, Deserve cannot legally modify any bureau reporting as our reporting appears to be accurate.  Deserve encourages ************** to reach out if he has any additional questions or comments.

  Respectfully,

  The Deserve Team

  
  
  

  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19912752
  
  I am rejecting this response because: The factual allegations made by Deserve are inaccurate and belie a desire to defraud both myself and the BBB, and are taken in bad faith.  Deserve may not like you to know this, but it admitted to me on a recorded call that it had incorrectly documented my billing address due to a technical error on its end, which caused me to fail that alternative form of verification, despite the email having been incorrect.  I verbally stated to agent "****" via telephone that I wished to pay the entire balance in full, and discussed available payment options.  We ended the recorded call with the understanding that I would independently arrange payment online at a later time. 

  However, I am not going to be paying my bill until this matter is resolved.  And again, just because their computer "system," or whatever they'd like to call it, says I never called, does not serve as any form of legal evidence denying the reality I have attempted to pay with multiple different methods numerous times.  As I had alluded to previously, legal action is imminently proceeding (likely this week) as Deserve is acting maliciously and in bad faith to avoid the consequences of its negligence.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  Thank you for the opportunity to further respond to the complaint from ************************  ************** is correct in that there was an address error from one of our reps, which was eventually corrected.  What ************** is still failing to acknowledge is the fact that this error did not inhibit his ability to make a payment on his outstanding account balance.  As was indicated in Deserve's prior response, there are multiple methods available for making payments.  Some of these methods (IVR and mailed check) were not dependent on **************' ability to speak with an agent about his account. **************' account still remains unpaid, despite now having full account access across all available mediums. Accordingly, Deserve has correctly reported **************' account as past due.  Deserve encourages ************** to pay down his account balance to avoid any future negative reporting.

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19912752
  
  I am rejecting this response because:

  The alternative methods to which Deserve refers were not readily available, without calling customer service to ask for assistance.  However, due to the error caused by Deserve's negligence, I was repeatedly unable to go through the initial security screening on the phone calls I made to even ask about payment methods.  That's right--the agents refused to even provide basic information on how to pay without verifying my identity. 

  Please note, that even if I gave the agents the correct email, due to Deserve's negligent error I would have still been denied access to the agent's assistance and general knowledge of payment methods.  On Deserve's Help webpage, under the section regarding payment methods, none of the claimed alternative payment methods are listed with any kind of instructions; I would have only been able to learn about those other alleged methods by speaking to an agent, which as above established, was a physical impossibility due to Deserve's negligence. 

  Please refer to the following link to see the conspicuous absence of the alleged alternative payment methods: ************************************************************************************************;

  I reiterate that under no circumstance whatever, will any payment be made towards this account, unless and until this BBB complaint is resolved in my favor by implementing my initial proposed resolution, or the conclusion of litigation, whichever occurs first.  

  I would also like to use this opportunity to remind Deserve that their communications herein will be admissible evidence towards my lawsuit, and I will ensure that whether its fraudulent representation of there being known alternatives to pay constitutes an additional cause of action is fully investigated.  The fraudulent misrepresentations, do, at the least, serve as further evidence of Deserve's malicious intent, its acting in bad faith, and a concerning inability to accept responsibility for its negligence.   

  
  Sincerely,

   

   

  /S/ ***********************

• Initial Complaint

  Date:04/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/07/2023 This account is still showing as active on my EXPERIAN credit report when you clearly stated that your company has reported this account as CLOSED to the credit bureaus. I also have proof of your company breaking the law in so many ways also, Im documenting every conversation to support my claim. You have yet to respond back through your Metro 2 communication with EXPERIAN credit bureau. My attorney informed me I do have a case on this matter. I have provided this company proof of fraudulent charges also a follow up police report.This company has ignored my police report and claims of these fraudulent charges stating These fraudulent charges on this credit card account are allegedly My first request was simple. And you failed. Miserably. You provided absolutely no documentation or proof that the account and charges in question was obtained by me pursuant to the Fair Credit Reporting Act. Once again, with no correction to my credit report and you gave an entirely inappropriate response by encouraging me to deal directly with your company through a online portal. I will befiling a class action lawsuit against your company, seeking compensation per violation for knowingly and purposefully furnishing deceptive forms, knowingly enabling Identity Fraud and sharing my personal information without my written permission or my consent.Be Advised I will CC ********** of ***************************** (CFPB) FTC, ************************ in your state and Mine.

  Business Response

  Date: 04/13/2023

  Thank you for the opportunity to respond to the additional complaint from ****************;*****.  In this additional complaint, ************** again alleges that Deserve, **** is reporting fraudulent charges to the credit bureaus.  ************** further alleges that these accounts are also being reported as open with a balance.  Deserve and Deserve's partners have been in contact with ************** on a number of occasions regarding similar allegations.  Deserve has carefully considered all of the information provided by ************** and has not changed the determination that the alleged fraudulent charges have been deemed to be the result of 1st party fraud.  Deserve has compelling evidence that has led us to this determination, which we do not fully share in these instances, due to the sensitive nature of our investigation process.  This and other accounts have all been reported as closed.  However, Deserve has reviewed the current reporting status with the credit bureaus and does acknowledge that the bureaus have not changed the account status to closed because there is still an owed balance on this account, which we misstated on a previous complaint response.  Deserve apologizes for any confusion caused with this misstatement, however, the account details were and are accurately being reported to the credit bureaus as mentioned previously.  Deserve sees no merit in ************** filing a suit to overturn Deserve's decisions on this account as Deserve has abided by all laws and regulations and has retained compelling evidence of fraudulent activity on this account in the event that ************** decides to move forward with legal action. 

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19908582
  
  I am rejecting this response because:
  
  
  04/13/2023
  
  
  Dear Deserve/M1/CelticBank,
  
  
  Despite repeated attempts to rectify the situation, I am still facing difficulties in getting the necessary help from your company representatives.
  
  
  Furthermore, your company's response to the situation so far has been disappointing. With reluctant to take my police report to allegations of false statements made by your representatives, I have been made to feel that my concerns are being undermined and not taken seriously.
  
  
  It is my understanding that the creditors of my account have recognized the account as being open and holding a balance. This information contradicts the evidence I have provided with bank statements and ACH transfer transactions clearly demonstrating that the account has been paid in full and should not be listed open on my credit profile at this time.
  
  
  I want to bring to your attention that by failing to acknowledge the fraudulent charges and keeping the account open, Deserve/M1/CelticBank is blatantly disregarding legal guidelines that are designed to protect consumers. Specifically, your refusal to remove the account from my credit report despite clear evidence of payment contradicts the Fair Credit Reporting Act and the Fair and Accurate Credit Transactions Act.
  
  
  With this in mind, I demand an immediate resolution of deletion. Failure to address these issues will result in further escalation, which will attract necessary legal action.
  
  
  Thank you for your prompt attention to this matter.
  
  
  Sincerely,
  [*********************************]

  Business Response

  Date: 04/19/2023

  Thank you for the opportunity to respond to the complaint from **********************************  As ************** is aware, there have been many communications shared with ************** related to this account.  The most recent communication indicated that, due to a positive account balance, the credit bureau will not reflect the account as closed until the balance has been paid off.  Deserve's back office team has now confirmed that the account balance is zero and the account will be reported as closed with a zero balance in the next bureau update file.  This will occur by around the middle of May.  Please revisit your credit profile at that time and reach out if you see any inconsistencies.  

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19908582
  
  I am rejecting this response because:
  
  Dear Deserve,
  
  I am writing to express my deep concern regarding the way you have handled my account. I believe that your company has broken several laws, including the Fair Credit Reporting Act, and I demand immediate action to resolve this issue.
  
  In your previous communication, you assured me that my account had been reported as closed. However, I have since discovered that this was a lie, and that you did not report my account as closed and now youre claiming that this account will be reported in the middle of next month. This has caused me significant financial harm, as my credit score has been negatively impacted by this false information.
  
  Furthermore, I have evidence that this account was paid off over a month ago, and I provided you with this evidence. Despite this, your company has failed to take action to update or remove this account from my credit report. This is an egregious violation of my rights as a consumer.
  
  I believe that your company has knowingly engaged in fraudulent behavior, and I have reported this matter to the police. Your attempts to stall and streamline the process are unacceptable, and I demand that you take immediate action to resolve this issue.
  
  Under the Fair Credit Reporting Act, your company has a legal obligation to make sure that the information reported to credit bureaus is accurate. By lying to me and failing to take action to update or remove this account from my credit report, your company has violated this law.
  
  In addition, by failing to report my account as closed, your company has violated the Truth in Lending Act, which requires lenders to provide accurate information to borrowers.
  
  I demand that you take immediate action to remove this fraudulent account from my credit report. Failure to do so would result in legal action against your company.
  
  Sincerely,
  [*********************************]

• Initial Complaint

  Date:04/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The worst company in America please consider before you do business with this company. This company is 100% fraudulent on the way they do things. This company is reporting fraudulent charges to the credit bureaus as verified. Even when I seen these fraudulent charges I decided to pay it off in full, but yet they are still reporting fraudulently that this account is open and showing a balance even though this account has been closed for months and these charges have been paid off in full by me just to get this company out of my life they have been nothing but dishonest and illegal practices on how they are reporting to the credit bureaus. I even took the next step to file a police report against this company and yet still no resolution as of now will be seeking an attorney.

  Business Response

  Date: 04/03/2023

  Thank you for the opportunity to respond to the complaint from **********************************  In his complaint, ************** alleges that Deserve, **** is reporting fraudulent charges to the credit bureaus.  ************** further alleges that these accounts are also being reported as open with a balance.  Deserve and Deserve's partners have been in contact with ************** on a number of occasions regarding similar allegations.  Deserve's and Deserve's partners' stances on these allegations have not changed.  The alleged fraudulent charges have been deemed to be the result of 1st party fraud.  Deserve has compelling evidence that has led us to this determination.  This and other accounts have all been closed and have zero balances.  This information, including transaction details, has been properly reported to the credit bureaus.  **************' request to reverse or correct any transaction-related reporting will not be honored.

   

  Regards,

  The Deserve Team

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19884175
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

   

  you are 100% lying and here is the proof.

  If the credit limit was $5000 on this credit card, how come the limit only shows $355? Could you explain that?
  also, you are entitled to follow up with a police report its illegal for you to discard.Im literally showing your proof and you are lying and being very dishonest this account will be removed from my credit report **** my words on that.

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deserve cancelled my Deserve EDU credit card account without prior notice due to inactivity. When I called, the representative informed me there was "nothing he could do". T his is unacceptablea prior notice is expected in these cases and I am appalled by how abrupt this termination of service was. This has incredibly severe implications for future credit scores. Does Deserve really believe that its patrons "deserve" this level of service? Upsetting. I will be sure to share this with others.

  Business Response

  Date: 03/23/2023

  Thank you for the opportunity to respond to the complaint from **************************  In their complaint, **********************;stated that their credit card account was closed without any notice or warning.  Our records indicate that ***************************** account had been dormant for many months and, as a result, has been terminated.  Per the cardholder agreement, Deserve reserves the right to suspend or terminate any account for any reason, at any time, with or without prior notice.  ***************************** ability to access their account information, including disclosures and statements, should not be affected by this account closure.  We apologize for any inconvenience this may have caused.  Please feel free to reach out if you have any additional questions.

  
  Respectfully,
  The Deserve Team

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19637907
  
  I am rejecting this response.
  

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22, 2023. Deserve *** sent me an email indicating that "effective immediately" they were closing my account due to prolonged inactivity. There was NO prior notification or attempted contact by Deserve to indicate to me that they will close my account soon due to prolonged inactivity. They did not mail me, email me, nor did they try to reach me by phone to give me notice of the issue before deciding to instantly close my account (which has always been in good standing and no late payments ever)At this moment I cannot access my account nor can I obtain my cashback which I had accumulated on the credit card.

  Business Response

  Date: 03/23/2023

  Thank you for the opportunity to respond to the complaint from ********************  In their complaint, ******************* stated that their credit card account was closed without any notice or warning.  Our records indicate that *********************** account had been dormant for many months and, as a result, has been terminated.  Per the cardholder agreement, Deserve reserves the right to suspend or terminate any account for any reason, at any time, with or without prior notice.  *********************** ability to access their account information, including disclosures and statements, should not be affected by this account closure.  We apologize for any inconvenience this may have caused.  Please feel free to reach out if you have any additional questions.

  Respectfully,

  The Deserve Team

  Customer Answer

  Date: 03/24/2023

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