ComplaintsforScratch Financial, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with SCRATCH . I do not have a contract with SCRATCH, and they did not provide me with the original contract as i requested.

  Business response

  06/04/2024

  Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to. This includes providing the documentation associated with the loans origination.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not reliable for SCRATCH FINANCIAL *** I do not have a contract with the collection agency. They did not provide me with the original contract as requested and I did not sign any documents. I demand a correction to my credit report.

  Business response

  05/15/2024

  Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, through that investigation, Scratch noted that the phone number associated with the application containing this individuals information is the same phone number that the individual submitting this dispute has indicated belongs to them via the dispute submission process. Scratch applicants receive a verification *** to the phone number that they provide on their application. The applicant then confirms the *** verification code. This is the first step of the application process. With that in mind, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to. This includes providing the documentation associated with the loans origination.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business accessed my credit report. I don't know why. I've NEVER had any business with them, NEVER applied for anything, NEVER even heard of these people until I saw the company name on an inquiry (soft, but still without permissible purpose) on my credit file.I want the business to let me know, IN WRITING, why they accessed my credit information.I want the business to refrain from future unauthorized access.I want the business to notify the credit reporting agencies that its access to my information was without permissible purpose.

  Business response

  04/08/2024

  Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, through that investigation, Scratch noted that the phone number associated with the application containing this individuals information is the same phone number that the individual submitting this dispute has indicated belongs to them via the dispute submission process. Scratch applicants receive a verification *** to the phone number they provide on their application. The applicant then confirms the *** verification code. This is the first step of the application process. With that in mind, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I opened an account in August of 2023. I paid off the entire balance in November 2023. I received an e-mail stating balance was paid in full. Balance of $1 is still being reported to TransUnion as of today and account is now showing open when it was previously reported as closed with 0 balance. I would like the account updated to a 0 balance and closed and preferably removed completely.

  Business response

  02/07/2024

  The clients request for a goodwill removal of the loan from their credit report is approved. Scratch submitted an expedited update to the credit bureaus with the goodwill removal request on 02/07/2024. *********** typically update their records within 48 hours of receiving these expedited requests. If the client is viewing their credit report on a third-party website, there may be delays or inconsistencies with the information that is on file directly with the bureau. With that being said, if the client contacts the credit bureau directly, they will be able to corroborate the submission of the goodwill removal request on 02/07/2024, as well as the prior reporting status of closed with zero balance. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or ***********************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a loan out with Scratch Pay and it was such a pain. I had 6 months, no interest. They do not allow payments outside of autopay. So I had to cancel autopay in order to pay off my loan faster. Then, I paid it in full, called and confirmed with them. The next thing I know, I get a bill for over $200 due to interest. What? I paid it off before I began accruing interest. I called them again and they told me it was their mistake and I didnt have to pay that. Now I see I still have an open account with the $217 balance on my credit report. At first I thought they seemed super unorganized. Now, Im questioning their business ethics. I hope they see this so I can finally end this headache! I worked my tail off to get this loan paid. It is disheartening that they dont seem to respect this.

  Business response

  01/29/2024

  The plan that the client selected is a 12-month payment plan with a six-month, zero interest prepayment offer which clients are able to take advantage of if they pay off the original principal balance on or before the promotional end date. This is made clear when clients select that payment plan option, in post-origination loan documentation, as well as on the Scratch website. The default autopay amount for the 12-month plan with the zero interest prepayment offer is 12 months - which is also made clear during the process of enabling autopay. At the time that the clients loan originated in 2022, it was emphasized that in order to redeem the waived interest offer, the client must contact the Scratch Support Team directly. In this case, the client did not do so at the time of qualifying - however, the promotion was approved retroactively when the client eventually did contact the Scratch Support Team.

  Furthermore, Scratch can confirm that this loan has been reported as paid off with a zero balance and closed for multiple months with the credit reporting bureaus. It is likely that the client is viewing their credit report on a third-party site, which can often have significant delays in updates to the credit bureaus reflecting on the third party platform. Scratch recommends that the client contact the credit bureaus directly, as they will be able to confirm that the loan has indeed been reported as paid off and closed appropriately. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or **********************************.

  Customer response

  02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two open, current scratchpay plans. My senior cat is sick and needed an ER vet visit. I applied for scratchpay. I was denied. It said to email or call customer service for the reason. I emailed and called. I was told I was denied because my information cannot be verified. When I questioned this on the phone, agent said all the information I provided matches what she has and what is on my previous loans. I have not moved. Nothing has changed on my credit file since the last scratchpay loans. She told me to call Equifax. I called and they directed me back to the provider. They said they cannot help. Scratchpay advised they have no manual process and that everything is computer generated. They could not provide me any further details as to why the denial says my information does not match. They could not provide me any solution. They said no one there would be able to help me since the computer does the approvals or denials. I find this hard to believe that Scratchpay fully relies on a computer and no one can tell me any more information or no human can review my file manually. I would like to know what information is causing my denials when nothing has changed.

  Business response

  01/16/2024

  Our records indicate that the customer applied for a new loan on 11/22/2023. This application was denied for various factors in their credit history, which are indicated on the Adverse Action Notice that was provided to the customer. Furthermore, their credit score did not meet minimum thresholds at the time of the new application. The customer then applied numerous times after this initial denial. In these subsequent cases, the denial reason was that the customer had a recently declined application in their account history. If the customer has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or ***********************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is no other way to say this. I paid back the loan in full, before the allotted time; and they are trying to charge me again. I log into my account and it states that I owe $0.00; never the less, I am being bombarded with messages, emails and even letters to my home. Even if I did owe money I have no idea how to pay it as once again it shows I owe $0.00. I am upset and feel deeply harassed, this is unacceptable. Hopefully you can understand how this is a major inconvenience as this matter affects your credit history. Once again I paid back the loan in full, your help is much appreciated.

  Business response

  08/31/2023

  Due to the specific promotional plan type that the client selected, after paying off the designated promotional amount, the client was to call in to the Scratch Support Team to redeem the offer and have the account closed and interest waived. As Scratch did not receive that call at the time of the final payment, the account was not closed, and the interest amount continued to accrue (along with the associated payment reminders being sent). Due to the confusion, Scratch is happy to close the account manually, which will cause all payment reminders to cease. Scratch will also submit an expedited request to the credit bureaus to mark the loan as paid in full with no negative marks on the accounts. If the client has any additional questions or concerns, we are glad to assist in any way that we are able to - the client can contact us directly at ************ or **********************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Scratchpay. I do not have a contract with ************************, they did not provide me with the original contract once requested.

  Business response

  09/02/2023

  After reviewing the client's case, Scratch Financial confirms that due to the miscommunication - despite a balance still remaining on the account - we will initiate the transfer from the third party collector back to Scratch and waive the remaining balance. Through the completion of that process, the loan will also automatically be removed from the clients credit report. We apologize for any confusion, and if the client has any additional questions or concerns, we are happy to assist in any way that we are able to - the client can contact Scratch directly at ************ or **********************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had multiple loans with Scratchpay over the last 6 years. I've always paid them off and had no complaints from them. Even multiple loans at the same time.The latest loan was submitted and approved in March 2023. Upon review of my account in June I found multiple open loans on my account that I had never applied for or accepted. These loans were waiting for approval from my vet. I immediately contacted Scratchpay and challenged their validity. It took them multiple days to remove the non-existent loans from my account.I have autopay setup on my account and have not been late or missed a single payment on those current loan and had paid off a good portion. I tried to apply for another loan only to have it turned down, once I logged into my account.After reviewing my account I found that my account information had been swapped with someone else's. My phone number and address were all that was correct.I immediately contacted them and filed a support ticket. After 2 days, 28 emails and over 3 hours on the phone, they still haven't fixed the issue.It was then that I checked my credit report only to find out that they have not been reporting my payments to the credit bureau. They did report the amount of the loan and because of the imbalanced debt and accounting my credit score has dropped.They can prove that payments have been deducted from my account on time and applied to a loan. However, they haven't been able to prove that my payments have been applied to my loan.I believe because of this inaccuracy on the credit bureau and with they own accounting, they turned me down for an emergency loan for a newly rescued dog that needs surgery. They have damaged my credit. They have damaged my ability to get a loan from other locations because of the misreporting on my account.

  Business response

  08/23/2023

  It seems both of the issues related to the clients online portal were confirmed by the client to be resolved - the first on 06/13/2023, and the second on 07/13/2023 (two days after the original submission of this dispute). Scratch Financial apologizes for any inconveniences caused by these errors - the first was related to a temporary system error, while the second issue appears to stem from multiple individuals at the same household using the same cell phone number at some point in their accounts histories to apply for a Scratch loan (which was resolved by the Scratch Tech Team removing the caching from the accounts). In regards to the credit reporting of the clients current loan, Scratch has confirmed that the account was accurately reported as a current / non-delinquent account each month since origination, and has always included all of the clients payments as of the listed date of account information. Furthermore, neither of the more recent denials were for credit score related reasons. If the client has any additional questions or concerns, Scratch is happy to assist in any way that we are able to - we can be contacted at ************, or **********************************

  Customer response

  08/25/2023

  You sent me a blank form with nothing listed that I needed to respond to. Please resend with the information you need addressed.

   

  Respectfully,

  *****

  Business response

  08/31/2023

  Hello,

  The attachment was solely a corroborating screenshot rather than a form. There is no document to complete for Scratch at this time.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email on April 17th 2023 stating that our account was paid in full as of March 19th 2023. On July 4th ********************************************************************** collections with another group. This was deception and there is no other email, letter, or phone call from them informing me that my account was not in good standing between April 17th and July 4th 2023.

  Business response

  08/19/2023

  After further investigation, the client is correct that they received an email confirming payoff of the account - this was due to a temporary internal error, despite a balance still remaining on the account. ******************** confirms that due to this internal error, we have submitted the expedited request for the remaining balance on the account to be waived. We apologize for the confusion, and if the client has any additional questions or concerns, we are happy to assist in any way that we are able to - the client can contact Scratch directly at ************ or **********************************

*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. ↩