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:08/10/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 filed a complaint regarding credit sesame last month BBB case # ******* regarding fraud on my account and ********************** seaming to not be taking action to resolve the fraud on 6/13/22 i informed them an amount of **** and ***** were withdrawn from my account without my knowledge or consent. The said they had 45 days to resolve it. I contacted *********** that withdrew the money from my account from a number I found on a statement I received from Credit sesame I spoke to a representative who I Informed that there was fraud and I was told that they would refund the money well they did not I called three more times and was told the same thing and the money was never refunded I called Credit Sesame after not hearing from them and they told me that the issue would be resolved by 9 August I called them on 9 August when I didn't hear anything from them and was told that a representative would call me back that day or I would receive an email that day and receive neither the ******************************************************************************************************* regarding this issue they have done nothing!

  Customer Answer

  Date: 08/10/2022

  ***Document Attached***
  
  See Attachment/File: 32D33F73-575A-4CC0-9676-519971FC6EE1.png

• Initial Complaint

  Date:08/09/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  As of May 2, 2022, I have subscribed to Credit Sesame premium services, which included rent reporting. In addition to providing my land lord's contact information, I provided his email address and phone number during the signup process. Despite repeated phone calls and an email sent to Credit Sesame's help desk on June 2, 2022, I have not heard anything from Credit Sesame and they continue to withdraw the premium service fee. When checking on the status of my rent reporting, it still shows that the rent is being verified (AFTER 3 MONTHS!!!)

• Initial Complaint

  Date:07/30/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Sesame Turbo, Sesame Cash, and Rent Reporting. Connected my bank account, ******. The whole enchilada, I was all in on using Credit Sesame over the next few years to get back on track. I deposited $100 into Sesame Cash. The card was working just fine. I realized I needed to update my address and followed the directions to do so. The representative I spoke with asked if I needed a new card sent to my new address. I hesitated because I actually had never had a card sent when I enrolled over a year ago. But, I said yes to sending a new card. I was going to add more money to the card a few days later and realized the card was frozen. I contacted CS once more when I realized I had made a mistake when signing up for Rent Reporting. I asked about the card being frozen. No help with fixing Rent Reporting and no help with unfreezing the card for 2 weeks. I am filing the complaint here because I see that they investigate cases and actually REPLY when someone files a public complaint. If they want to keep this customer for the next few years, this will be sorted out quickly. My account will be updated properly and the card will be unfrozen and keep me OR they will refund my Turbo payment and the money I deposited (less the purchase I made) to my bank account and lose me.

  Business Response

  Date: 08/05/2022

  Consumer Response /* (2000, 6, 2022/08/03) */ I was finally able to contact someone who stayed on the phone with me to sort everything out. But, not until I mentioned I had filed a BBB complaint. Hopefully CS will work on resolving card issues faster in the future. I will close this complaint once the BBB gives me the option to do so.

• Initial Complaint

  Date:07/13/2022

  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.

  In 2020 my debit card was ************ Part of the ********** ******* were ********** charges from Credit ******* Inc. My bank was contacted and removed the ********* ******** My debit card was ************ and I ******** a new debit card. Unfortunately the ********** charges from Credit ****** continued. I have emailed the company multiple times. On their website this is the only way to contact them. I would receive an immediate receipt of my email with a claim # but have never ******** a response past that. My last email was on ********* with detailed information of all the ******* that I have incurred. No response. I ********** the company ******* and found a customer service number that only allows you to leave a message. I ********* my bank again today to report the ******* and look for a resolve through them.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/26) */ Customer contact Credit Sesame after this complaint and the issue was resolved and charges refunded. Because she was not a member, she would have needed to use the phone number that is provided in charge as it appears on her bank statement to contest the charge. The customer did not recognize the number as a phone number which was a source of confusion. In any event, this matter has been resolved and funds returned to the customer. If there are further questions, please contact us at XXX-XXX-XXXX.

• Initial Complaint

  Date:07/12/2022

  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.

  Opened a ********** account and made a initial $ ***** deposit. That was back in the early part of the year. Since then I recognized this is not the product for me; this account is a direct deposit account that pretends to be a ************** builder account but is not. After about a month I changed my mind, I have attempted at least 6 times to collect my ****** note; I jumped through all the hoops including the online ID verification they demanded. Also note they only use business days, counting *** And I just confirmed with their customer service that this is a guideline Sesame cash/credit sets not the ***** I have a very long paper trail for this ****** what is truly disarming and sad is the large number of ******* videos encouraging people to use this service which I highly recommend you DO NOT. As of July******** per ***** I might get my refund maybe by *** **** maybe. For the time and energy this is taking for ***** I can't imagine what it would be like for someone to loose multi-paychecks only to be told; sorry its ** working days from what we count. Good luck! This is a class action law suit in the making!

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/26) */ The funds have been returned to the customer. Funds were returned via *** transfer on ******* Seems like there might have been a confusion in communications. The customer was provided the option of logging into their account and returning the funds directly to their account which would not have taken minimum ** days. The customer opted for us to return the funds via ACH which does take a waiting period. We apologize if we did not explain the options clearly.

• Initial Complaint

  Date:06/21/2022

  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.

  On 06/07/22 I transferred $100 to my sesame cash account from my bank account after receiving an email from them saying I would receive a $10 incentive to my account for transferring money into my account and it would also raise my credit score, it took credit sesame until 06/13/22 to post it to my account though it was removed from my bank account on the 06/06 immediately after posting a charge for $ 5.00 and another for $84.97 posted to my sesame account I did not make these charges I called numerous times daily to customer service to report this and was told I would have to call another number on another day and time when I Finally reached someone I was told I would be emailed forms to fill out and email back I did that and it took quite a while to hear anything back from them in the meantime I have received two alerts from credit bureaus saying two accounts I have with credit sesame have been closed when I have money in my account besides the money I had fraudulently removed and my account is open. So this is hurting my credit! I never received the incentive or the credit score increase for depositing money into my account and now have had my money on hold for over two weeks and counting. They told me it could take up to 45 days to investigate. The purpose of this missive is to inform the Better Business Bureau as to bad business practice from Credit Sesame as they have had my funds in their control and are claiming to have close my accounts without re-issuing these funds to me and damaging my credit score on top of not keeping their word or a good faith please let me know how I am to proceed.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/04) */ We reviewed the customer support interactions with the customer and we did not find any inquiries about the $10 bonus. We did review the customers account and did agree that she did qualify. We've credited the customer's account for the $10 bonus. We appreciate the customer bringing this to our attention. In regards to the disputed charges, the customer did notify Credit Sesame of the fraudulent charges on 6/13/22 and the customer did complete our dispute form at our request. As is standard with a disputed merchant charge, we do have to allow 45 days to allow the merchant to respond to investigate the claim and respond to the dispute. Once the dispute is resolved the customer will be notified.

• Initial Complaint

  Date:06/18/2022

  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.

  Credit sesame deducted 70 point from my score because I finish paying an account which it was a loan, so they penalized me for closing the account which is not the case and for my final payment! The question is can you BBB help me or what can I do

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/28) */ Credit Sesame is only a credit monitoring service, we are not a credit repository or provider of credit score. We do not calculate your credit score and we have no control over how credit scoring model calculates your score. Credit Sesame can only show the consumer what their score is at any given time. Unfortunately, credit scores can be affected by accounts being opened and closed. If the consumer does find inaccurate information on their credit report, they do have the right to dispute that information with the bureau. The information in the consumer's Credit Sesame account is provided by our credit data partner, TransUnion. I hope this helps to clarify the situation.

• Initial Complaint

  Date:06/16/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Sesame cash card # ******************* DOB: 08-13-1994 I'm done with this company and this card. They are thieves, trying to steal my money that a merchant has AGREED to the claim. The merchant in which I filed a dispute emailed Sesame Cash directly and told them that they are approving the claim. Sesame cash is claiming they can't do anything and refund my money despite it being on record that the merchant I disputed with agreed to the claim, and a Sesamecash representative confirmed over the phone that the merchant sent them an email approving the claim. They are claiming this is not sufficient for them to put my money back in my again. I never want to use this card again, Sesame cash is trying to keep my money in limbo and essentially steal it by making it seem like it is the merchant who is not reaching out to them through the MasterCard network when the merchant has already done that and confirmed with them they approve the dispute. It is a ploy to keep and steal my money. Sesame cash dispute department are thieves trying to take money in the midst of a dispute being approved. The merchant can't refund anything because there is an active dispute, sesame cash knows this. It is up to Sesame cash to chargeback my funds and retrieve them from the merchant and they are not doing that. They are not doing anything in relation to this claim it was the merchant who contacted THEM approving the claim, they didn't even do an investigation as they were supposed to. They are full of it and I will be taking legal action if they don't return my money. It's not like there's a refund from the merchant and I'm waiting for them to close out the claim, that's not the case. The dispute was already filed and now the merchant is agreeing to the claim (the dispute) since the chargeback is in process it is up to Sesame cash to fully retrieve my funds from the merchants. They are playing games and acting like they don't know how this process works so they can steal my money.

• Initial Complaint

  Date:06/16/2022

  Type:Customer Service 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.

  On **** ** I called XXX-XXX-XXXX and was calling to dispute 3 items on my card I told the rep that they were unauthorized and she thought I said authorized but I didn't and the *** was ******** me of ***** and she was ******** me of saying the word "authorized" when I didn't even say such a word and then I ***** to speak to a manager and she told me that there was no manager available I told her that there are managers available so she connected me to a supervisor by the name of **** I believe and this supervisor proceeded to accuse me of lying and humiliating me on the phone all I was doing was to dispute 3 items and that was it (to the supervisor ****)( YOU HAD ABSOULTELY NO RIGHT TO ********* ME AND ACCUSE ME OF ***** YOU ARE THE MOST ************** SUPERVISOR I HAVE EVER *********** THEN I TRIED TO EXPLAIN 10 DIFFERENT WASY TO EXPLAIN ABOUT THE SITUATION BUT YOU OBVIOUSLY ******* TO HELP ******* TO LISTEN AND ******* TO DO ANYTHING ABOUT THE SITUATION YOU WEREN'T HIRED TO ********* ********* YOU WERE HIRED TO DO YOUR JOB!!!!!!!!!!!!) I would like an apology from the supervisor for his actions and I would like my credit card credited 200.00 for the humiliation I went through with the supervisor if not then they can close my account for good I will not be apart of a company who humiliates and verbally abuses there customers on the phone and most of all **** needs to learn customer service skills so either credit my card the 200.00 or close my account all together in the meantime I will tell all my friends NOT to apply with Credit Sesame EVER!!!!!!!!!!!!

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ The customer contact our support team to dispute several recent restaurant transactions. The customer at first explained that she did authorize the transactions but "the food was not to her liking". She was told by our representative that not liking the transaction was not a valid reason to dispute a transaction and that she would need to contact the merchant to remediate the transaction. She later spoke with a supervisor and tried to claim that the transactions were not authorized and then became upset and hung up in the middle of conversation after it was clear that the transaction was a "card present" transaction where the card has been in her possession the entire time. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I do not except the response and I had told them several times that I did speak to the merchance and was unsuccessful and they were accusing me of lying as you can see by there response therefore it wasn't my fault and therefore I DID NOT HANG UP IN THE MIDDLE OF THE CONVERSATION THEY DID IF THEY CANT GET THIS RESOLVED I WILL GO TO SMALL CLAIMS COURT AND I STAND BY MY ORGINAL COMPLAINT Business Response /* (4000, 9, 2022/07/04) */ Unfortunately, Credit Sesame cannot dispute authorized transactions where the consumer has a dispute over the service or product. Those disputes do have to occur with the merchant. Consumer Response /* (4200, 11, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) EXCUSES EXCUSES THIS COMPANY IS SO FULL OF THEMSELVES THAT THEY WOULD RATHER BELIEVE WHAT CREDIT SESAME SAYS AND NOT THE CONSUMER WELL I OFFICIALLY DELETED MY ACCOUNT AND WANT ABSOLUTELY NOTHING TO DO WITH CREDIT SESAME SO YOU CAN TAKE YOUR MONEY AND SHOVE IT!!!!!!!!!!!!!!!!

• Initial Complaint

  Date:06/11/2022

  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.

  I have had a credit sesame account for several years. I use the account to keep tab on my credit report. In March ***** I received an email from credit sesame that someone that changed my email address. When I went to log into my account, I was not able to because the user name was no longer my email address. Someone had essentially taken over my account. I emailed credit sesame's security department as instructed in the email. After several days, I was able to get access to my account again. I changed my password to be on the safe side. Fast forward to **** ***** I received another email that someone, once again, had change my the email address on my account. I emailed credit sesame's security department and no one has gotten back to me. I called credit sesame's customer service line and no one is able to help me get my account back. One of the reps I spoke with suggested I email ************************* I did and nothing has happened. It has been almost 2 weeks since someone hijacked my account and credit sesame has taken no action to help me recover my account. In the meantime, there is possibly someone out there my personal information doing god knows what. At this point, I do not know what else to do.

  Business Response

  Date: 06/28/2022

  Consumer Response /* (2000, 8, 2022/06/28) */ Good Morning, Credit Sesame did finally resolve my issue. I do not see a way to mark my complaint resolved online.