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:03/18/2025

  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.

  Elevate Finance still has not refunded me my money. No work was done no attorney was used and no debt was paid. Be wary of this company they give you the run around and do not call you back. I am disabled and need my money back as nothing was done. They are rude and hung up the phone on me multiple times I will also contact my state attorneys office and request a full refund.

  

  Business Response

  Date: 03/18/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the experience youve had and for any frustration this situation has caused you. Your feedback is important to us, and we take it very seriously.
  
  Our team is committed to addressing your concerns and ensuring that you receive the assistance you need.
  
  We are sorry to hear that you felt our communication was inadequate. This is not the level of service we strive to provide, and we appreciate your patience as we work to improve.
  One of our client relations managers will review your account and be reaching out in order to resolve your concerns and issues immediately. 
  
  Thank you for your understanding, and we look forward to resolving this issue for you.
  
  Best regards,
  
  Elevate

• Initial Complaint

  Date:01/09/2025

  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.

  Despite repeated requests, Elevate has failed to provide an updated agreement reflecting a change within the first 30 days of program. No clear allocation of monthly payments has been provided. Repeated attempts to obtain information and resolve these issues have been met with delays, evasive responses, and ultimately, a refusal to address my concerns.Unreasonable Delay in Account Review: My account is not scheduled for review until November 2025, a delay of 17 months from the initial enrollment. This significantly impacts my ability to achieve debt reduction goals and undermines the purpose of the program.Failure to *************** as Agreed: Elevate has failed to fulfill its obligations under the initial agreement, including:Negotiating with creditors on my behalf. Providing regular updates on the status of my account. Addressing my concerns and resolving issues in a timely and professional manner.Unprofessional and Dismissive Behavior: During a phone call on January 7, 2025 Being Hung Up On: I was hung up on by an employee after requesting to speak with a manager.Deceptive Practices: I was initially told no supervisors were available and that I would receive a call back. However, a supervisor, ****, suddenly appeared on the line without explanation seconds after I hung up and called back. Intimidating and Dismissive Tone: Supervisor **** displayed an unprofessional and dismissive attitude, refusing to listen to my concerns and attempting to intimidate me with scare tactics. All which were proved false when I called my creditors this evening to move over to my name and block your communication. Lack of Information and Transparency: Despite repeated inquiries since August, Elevate employees have consistently failed to provide clear and accurate information regarding my account. Lack of My attempts to resolve these issues and obtain information have been met with significant delays, evasive responses, and a general lack of accountability.

  

  Business Response

  Date: 02/11/2025

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We take complaints very seriously and are committed to addressing them promptly.
  
  I want to sincerely apologize for the frustration youve experienced while trying to resolve your issues with us. It is never our intention to cause inconvenience, and I appreciate your patience as we work through these matters.
  
  I understand that you are requesting a refund, and I want to assure you that we will thoroughly investigate your account and the issues you've raised. Specifically, we will look into the updated agreement you mentioned, the allocation of monthly payments, and the timelines for your account review.
  
  Im also sorry to hear about your experience during your phone call with our team. It is unacceptable for any of our staff to be dismissive or unprofessional, and I will address this internally to ensure that our team upholds the highest standards of service.
  
  Your feedback is invaluable to us, and I am committed to resolving your concerns as quickly as possible.
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/11/2024

  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.

  3 and half months in; with multiple charges and handling fees. None of my creditors have been contacted. And 2 of also stated they never deal with debt relief companies. "We only speak with the client or bankruptcy judges; never companies claiming to relieve debts." I have called to cancel this service and request a full refund. I was told that I would receive a refund minus fees; some of which occurred twice in one month. That is double dipping and not acceptable as genuine servicing. I was also told it'll be over a week before I get a response requesting cancellation. What the fraud!?!

  

  Business Response

  Date: 11/12/2024

  Dear Mr. ********* style="color: rgb(36, 36, 36); font-family: "Segoe UI", "Segoe UI Web (West European)", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif; font-size: 14.6667px;">
  Thank you for reaching out and sharing your concerns.  Your feedback is incredibly important, and we want to address each of your points thoroughly.

  We do our very best to ensure our clients are well-informed and have a thorough understanding of the program and process prior to be enrolled.
  We are looking further into this issue and will be reaching out as soon as possible to help resolve this matter. In the meantime, you can contact us at ************ or *************************** to speak directly with a member of our team.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:09/25/2024

  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.

  I have been betrayed by a company who I was supposed to trust. I am currently facing legal action! The mission statement of the company implies that my financial struggles would become theirs, and together we would overcome them. However, after a year of using Money Ladder, I find myself being sued. Despite faithfully paying for 13 months, I have not made any progress. I chose Money Ladder in September 2023 to consolidate my debts after receiving a letter. I have been charged $358 from my checking account every month. I was instructed not to communicate with credit card companies as ************ would negotiate on my behalf. After 13 months and over $4,000 paid, most of it went to fees and lawyers. Only one credit card with a balance of $1,000 has been paid off, leaving around $1,500 in my escrow. I am now being sued by ***********, one of the credit card companies that ************ was supposed to negotiate with. They are asking for an additional $400+ aside from my $358 monthly payments, to then get *********** to settle 80% which I owe them $12,000. I just dont see how paying $4,000 is going to help if it doesnt go directly to ***********. I am being asked to wait another 90 days for negotiations if I cannot come up with additional payments, despite no progress being made after 13 months. I am in a worse position now than when I started with Money Ladder. I could have managed my credit card payments myself and made better progress. Instead, I am paying fees for no real results. Additionally, if I cancel, Money Ladder will deduct fees /payments despite not delivering on their promises. I want full refund

  

  Business Response

  Date: 09/26/2024

   

  Dear ****** ****,
  
  Thank you for bringing your concerns to our attention. We appreciate your feedback and sincerely apologize for any misunderstanding regarding our program.
  
  We have made several attempts to reach you for further discussion, and in light of your situation, we have decided to cancel your file and will process the full refund you requested.
  
  We encourage you to contact our client relations team to discuss this matter further. Our goal is to ensure that all clients have a clear understanding of the program before proceeding. We understand that resolving debts is not an overnight process, and we regret if this was not communicated effectively.
  
  Thank you for your patience, and we are here to support you in any way we can.
  
  Best regards,

  Elevate

• Initial Complaint

  Date:09/11/2024

  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 received a notification in the mail offering money to pay off debt. It turns out they don't give money which is misleading by the way. They were suppose to be settling my debt. Every month they would call. I would ask if they spoke to any of my creditors and they would say yes. Yet I kept receiving calls from creditors saying they had no idea what I was talking about. I dug into this a little more and learned how they really work. They take your money and tell you not pay creditors. They don't start negotiating with them until your accounts do into collections. That can take up to six months and there is no guarantee that you're debt will reduced. My impression I received from them is that would be talking to the creditors before payments went into collections. They lied to me Everytime I asked them. I was basically sending them money for them to sit around and not do anything for me. Now, they don't want to give me money back. I want my money back since they weren't even in communication about negotiating my debts. If you can help in this because I don't really have money like that to waste.

  

  Business Response

  Date: 09/11/2024

  Dear *******************************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration you've experienced regarding our services.
  
  We understand that you received a notification offering assistance with your debt and that this has led to misunderstandings about our role in your debt relief program. We strive to provide clear information, and it appears we fell short in this instance. Our intention is to assist clients in managing their debts, and we regret any misleading communication that may have occurred.
  
  We want to ensure that your concerns will be  addressed. We will review your case and any previous communications to clarify what has transpired and improve our processes moving forward.
  
  We will be reaching out to you and providing you with the full refund amount requested or you can  reach out directly to our client relations team so we can discuss this matter further and work towards a resolution that meets your needs.
  
  Thank you for your understanding, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $1,480.89 to Elevate Finance, a debt management company. I enrolled in March of this year. There were about six (6) accounts they were to negotiate for me. As of this date, they only handled one account and that was after I pressured them to do so. They have also spent all the fees to handle only one (1) account. The request for a refund was denied.

  

  Business Response

  Date: 07/19/2024

  Hello,

  I hope this message finds you well. I am writing to inform you of the recent developments regarding the case of ********************, whose concerns were brought to our attention through your office. I am pleased to inform you that we have been in direct communication with ******************** and have reached a resolution regarding his account with us.
  
  During our conversation with Mr. ****************************** we were able to clarify certain details concerning his account.  We did clarify that we did settle one of his accounts within the first three months of his program. Also that only of his payments, in the amount of, $314.11 had been successfully processed, while the rest were revoked for various reasons.
  
  In light of this information, we have agreed to provide ****************** with a full refund of the $314.11 payment that was received by our company. I want to confirm that ****************** has accepted this resolution and we are in the process of issuing the refund promptly.
  
  Furthermore, I have personally extended an offer to ***************** to provide him with assistance in dealing with his creditors moving forward. I am committed to ensuring that he receives the support he needs to navigate any outstanding issues with his accounts.
  
  We greatly appreciate the role that the Better Business Bureau plays in facilitating communication and resolving disputes between consumers and businesses. Please do not hesitate to reach out if you require any additional information or if there are further steps we should take to bring this matter to a close.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023, I replied to a mailed offer for debt consolidation. I had gotten them many times and this time decided to enter into an agreement. >The offer was from ***** **** Financial*, where I spoke with a *************************, Senior Loan Officer. Once ALL of my financial details were given, our agreement was started, but ******* merged the call to have me continue with my Account Representative, ******************************of Elevate Finance, LLC, so just like that the company name is different (which they explained).>The consolidation was to cover 2 credit cards(Navy ******************** and ****** ***) & a loan at *** **** ********** ********* did not accept the offer to consolidate. *** **** did. After paying Elevate 3-payments of $346.31 via ACH into the account where they were paying ******* $151.00 monthly, on or about 29Jan2024 ***************************** called me asking for an additional $100.00 monthly to pay C1 for what was already within the existing deal!!??. I asked them to remove C1 from the ************* said said ok. & hed get back to me with an adjusted pmt. amount. I never EVER HEARD FROM him again. >>>On 2-14-24 I decided to complete their NOTICE OF CANCELLATION FORM (included in our contract) and emailed it to them on 2-20-24. Since I really wanted proof that they received it, I printed TWO forms & hand-wrote my reason on both, signed and mailed one to their office in ********, ** and the other to their office in *******, **, both sent CERTIFIED. Their policy is to REFUND the entire balance from the clients savings account within ******* following the receipt of the cancellation notice. I have sent many notices also additional email since February. Ive paid $1038.93 and theyve paid out $151.00 monthly to *** ****-Nov2023 thru Feb-2024 (total $604.00) and nothing since then!>>>Elevate Financial owes me $434.93 and after all my ****************** mail, sending my cancellation notice EVERY time, they will not send my refund or even respond!

  

  Business Response

  Date: 06/11/2024

  Dear *****,
  
  I hope this message finds you well. I am reaching out on behalf of ELEVATE regarding the refund request you have submitted.
  
  We have been diligently trying to get in touch with you over the past few days in order to discuss your refund and work towards finding a resolution that meets your expectations. However, despite our efforts to reach out to you via phone calls and email, we have unfortunately not been able to establish direct communication with you.
  
  We understand the importance of addressing your concerns promptly and ensuring that you receive the funds you have requested back in a timely manner. Therefore, we kindly request that you give us a call back at your earliest convenience so that we can discuss the details of your refund request and work together towards a resolution that you are satisfied with.
  
  Your feedback is important to us, and we are committed to addressing your concerns and ensuring that you have a positive experience with our company. Please rest assured that we are here to assist you and help find a resolution that meets your needs.
  
  We appreciate your attention to this matter, Faith, and we look forward to speaking with you soon. Please feel free to reach out to us at ************ at a time that is convenient for you.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 06/18/2024

  Greetings, to all who are receiving this update regarding complaint number ******** registered at the Better Business Bureau in May/June 2024, as well as investigators with channel ***. *****, I thank you for your advice. 
  >Due to the very timely response from the Better Business Bureau, I was put in touch with Mr.*** ******** of Elevate Finance, ******** ***** ********* ***** ******* ****** ********** ******

  Although I don't see the exact business title for Mr. ********, at the moment, I can tell you that he specializes in account resolution, including those of an account holder who is dissatisfied with their debt consolidation management program, for whatever reason.

  >My interaction with Mr. ******** was very professional . While he knew of the narrative in my full complaint, he remained pleasant. He listened to everything that I had to say. Never once did he show anger or A BAD ATTITUDE TOWARDS WHAT THE NATURE OF MY COMPLAINT WAS. As most of us know, there are many people in this position who will not only react as if your complaint is "personal", but show disrespect and will not actually "hear you"!

  >Mr. ******** investigated the entire set of transactions within my account, and made an executive decision to process a reimbursement to me within a 2-day period of hearing the whole story.

  >After all was said and done with the transaction history, Mr. ******** treated the account as a dissatisfied customer's anguish, and authorized the refund of all the payments I'd put into the program. As for what I'm told, he may have received a little push-back in  disagreement for his upcoming decision, however, the end result was a full reimbursement to me. I am very satisfied with the result of this complaint. 

  >Surprisingly, in addition to the refund authorized by Mr. ********, he has offered advice, in case I have a question regarding "next steps", as he is aware that I'm in the process of regaining a normal payment schedule with the 3 "would-be" participating creditors who were previously offered the debt consolidation offer, whereby only 1 of the 3  had accepted to participate. . 

  In closing, I say to all consumers (1) Make sure that you KNOW "full disclosure" what amount ALL of the fees are and what they are for. Don't end up finding out that your fees are FAR greater than the amount disbursed to creditors within the contract. 

  ASK if there is an account retention or resolution Staff member or department. If you happen to be doing business with this exact same company, be sure to contact Mr. *** ******** or his Staff/ successor person, using the information at the beginning of this communication thread. (2) Do your due diligence to determine what steps you may have to take, in case the program in which you signed up for ends up taking an unexpected turn for the worse. For me, it has been a long THREE-PLUS months of contact efforts, waiting for action on a cancellation policy that is said by the company to take a maximum of 15 days. IF it were not for Mr. ********, I would still feel very stressed out, robbed and defeated. On behalf of all misguided consumers who never had full disclosure in a contract/ agreement, "Thank You" to Mr.*** ******** of Elevate Finance, LLC for your quick and generous action to resolve the issue regarding my account, and whatever assistance you have made possible to others in their respective situations.                         . . The action discussed herein finalizes any and all complaints with my specific account with Elevate Finance, LLC. and am grateful for the monetary decision made. Best regards.

  
  

• Initial Complaint

  Date:01/25/2024

  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 got a call on the 25th January from Overland funding. The lady was on the phone explained their Fresh Start Plan program and I was interested in. I signed up the contract, and there is a section that I can cancel the contract anytime within in 30 days with no penalties or fees. I called them right away after I hung up, and they refused to answer my call, and the guy answered my phone was like, I will transfer you to other department. and he hung up on me. The Elevate Finance LLC, is refusing to cancel my contract too even though I called them, sent an email, and sent a real mail.There is no where that I cant stop the auto payment, and the first payment will start on February 1st. I hope that I can get to cancel my contract before that day.Please help me.

  

  Business Response

  Date: 07/24/2024

  We reviewed this consumers information and confirmed that the had already been canceled out of our program and that we have never drafted them.

  Contract has been canceled and terminated as per request.