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:04/04/2025

  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.

  We took our cat to ************************** in ********, ** to have our 20 year old cat euthanized and then cremated on January 29, 2025. Prior to the visit, I went to Scratchpay's website and applied for a loan to cover the cost of this visit including the cremation. They were offering a 6 month/no interest promotion which I was opting to take advantage of. In order to begin the process, they required a $15 deposit which was paid prior to our visit to the vet. I have paid off six prior loans with Scratchpay so I am fairly familiar with how it works. However, they encourage their customers to use auto-pay, which I do whenever possible, but they will not allow customers to adjust or edit the default payment amount when we access our account. Therefore, if you do auto-pay and are trying to pay off your loan within the 6 months, they do not work together and it does not make sense. I spoke to customer support about this and they suggested using bill pay through my bank. I don't use bill pay for any other reason but I set it up through my bank and I got confirmation that it had gone through to Scratchpay 2 days prior to the due date. However, my payment still ended up being late as they were telling me they couldn't locate my payment. This went on for days until finally they told me that the payment had inadvertently been posted to the wrong account. That was well over a month ago and my $60 has still not been credited back to me. I keep getting the same excuse from everyone I talk to or get an email response from. "We are still waiting to hear from our back office" They will NOT give me any more information and now they seem to just be ignoring the situation. I can't keep calling and emailing just to keep getting the same response. It makes no sense to me at all why my payment is being held hostage for so long and I want something done to resolve this issue once and for all!

  Business Response

  Date: 04/08/2025

  After further review of the payment in question, the client input the incorrect loan number in their Billpay transaction. Specifically, the client listed a separate loan identifier that was also previously under their name, which caused the payment to be routed to the incorrect account. As the client mentions, for regulatory purposes, the process of transferring a payment from one account to another can be lengthy. However, Scratch confirms that this process was completed on April 7th, 2025. Furthermore, the late fee that accrued as a result of the misrouting was already waived, and Scratch submitted an expedited request to the bureaus on April 7th, 2025 to ensure that there are no late payments in the accounts history. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - they can reach us at ************, or **********************************

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:11/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint regarding Scratch Financial, Inc. and the credit bureaus Experian, Equifax, and ********** for their continued failure to correct inaccurate information related to a loan that has been reported on my credit report. This matter has caused me significant harm, despite multiple attempts to resolve it through formal dispute processes.I have requested documentation and verification of the alleged loan from Scratch Financial, but they have been unable to provide any verifiable proof of the debt. This violates my rights under the Fair Credit Reporting Act (FCRA), and the credit bureaus are continuing to report inaccurate information without proper validation.This loan agreement does not meet the legal requirement for a contract, as there was no consideration exchanged. The loan is invalid.The signature on the agreement attached to the loan is unauthorized. I have provided evidence to the credit bureaus, but they have failed to take corrective action, resulting in continued harm to my financial standing.I have been notified on multiple occasions that my private information has been leaked in data breaches. This raises concerns that my personal data has been used improperly in connection with this fraudulent loan, and the credit bureaus have not taken the necessary steps to verify the accuracy of the information they are reporting.Requested Resolution:I am requesting immediate removal of this erroneous account from my credit reports and to ensure that Scratch Financial, Inc. and the credit bureaus comply with their legal obligations under the ****. Their failure to provide adequate documentation and to act on this matter has severely impacted my credit score and caused undue financial harm.

  Business Response

  Date: 11/07/2024

  After investigation into this account, ******************** can confirm that all documentation requested by Ms. ****** has been provided per regulation(s) on multiple occasions. Scratch can also confirm that the loan was transferred to the third-party agency ***************** in September 2024 and is no longer being reported to the credit bureaus on the Scratch end. Moving forward, all requests or concerns about the account should be sent directly to ***************** at ************ or ******************* so that they may assist and advise of their related protocols. We appreciate being given an opportunity to respond to your concern.

• Initial Complaint

  Date:09/18/2024

  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.

  Scratch Financial received a request to close a line of credit for a bill that is paid in full. The account is still open and the balance should be $-95.00. Animal ****************** *************** was over-paid (never sent a refund for the overpayment nor adjustment for services not performed) and to date the manager has not returned my call regarding this issue.

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited Online portal for ScratchPay Account and saw payment due 29th so I wanted to setup a post dated payment for 1/28/24. The site gave amount due and payment options to add and had a continue button. I clicked continue thinking it would goto EFTA disclosure screen to confirm amount/date but it processed right away. This is violation of debt collection acts and **** regulations as is applicable to consumers.

  Business Response

  Date: 09/06/2024

  After reviewing the borrowers inquiry, it appears that they (the borrower) may have missed the hyperlinked Electronic Funds Agreement (EFT) within the one-time payments page in the client portal. Scratch can confirm that the company is ****-compliant and provides the necessary agreement for one-time payments, as well as associated payment confirmation emails. If the borrower wishes to further review the hyperlinked EFT agreement, or has any other questions or concerns about the payments process in general, Scratch is glad to assist in any way that we are able to - please feel free to contact us directly at ************ or ***********************************

• Initial Complaint

  Date:05/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for 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

  Date: 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

  Date:05/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not 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

  Date: 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

  Date:04/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/01/2024

  Type:Delivery 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 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

  Date: 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

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/11/2024

  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.

  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

  Date: 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 ***********************************