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Business Profile

Financial Services

Empower Finance, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:
    Empower Finance, Inc. came to BBB’s attention in April 2019. A review of complaints was done in September 2024. Complaints on file concern monthly subscription fees.

    BBB recommends consumer to review the following prior to signing up for their services.

    What is Empower's Subscription Fee?
    Empower Subscription Agreement
    Fee Schedule

    To learn more about Empower's services, please visit FAQ.

Complaints

Customer Complaints Summary

  • 249 total complaints in the last 3 years.
  • 132 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Billing Issues
    Status:
    Resolved
    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 January 26, 2025 a line of credit was opened under my name with this company, Empower Finance. This account was brought to my attention by Credit Karma on April 24, 2025. I immediately called Empower Finance, as this is still showing on my active report and impacted my credit score.. When I contacted the company, I told it was sent to a special investigation department regarding fraud. There was no sense of urgency. I asked if they could freeze the account linked to my social security number, they told me now because I don't have an account, and the investigation department would look into it. She would be following up with an email. I asked what is the *** on a response/update. I was told they just received a 'large order' and would not be able to provide me with a timeline. I did receive a follow-up email immediately, stating Thank you for reaching out. But the email was not from the lady I spoke with. I would like this account closed and both removed from my credit report.

    Business Response

    Date: 05/02/2025

    Please see attached response

    Customer Answer

    Date: 05/03/2025

    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,

    Justtina Cook

  • Initial Complaint

    Date:04/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Out of nowhere I received a 2 inquiries on my report saying that I opened a account with this company. Line of credit was already maxed out and showinga balance of 207 . I've never heard of these people,nor did I apply for a 200 loan from them. Unbelievable I want this information off my report immediately. I intend to sue. There is no account number or any further information about this account.

    Business Response

    Date: 04/25/2025

    Please see response attached.

    Customer Answer

    Date: 04/25/2025

     
    Complaint: 23227729

    I am rejecting this response because the tradline and inquiries are still on my report. I understand that the company has agreed to remove them,however, the information is still there and I know they can immediately remove this information. 

    As soon as I get notifications from my monitoring company,that the inquiries and trade line have been removed, I will then close this case.

    I want this information removed immediately without further delay.


    Sincerely,

    ****** ********

    Business Response

    Date: 05/01/2025

    Please see attached response

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 10, 2025 a fraudulent line of credit was opened under my name with this company empower finwise. This was brought to my attention by credit karma on April 17, 2025. This account was reported on my credit March 31, 2025 according to my official credit report from *******. I contacted the company and was told it was sent to an investigation department regarding fraud. When I asked about what information was used to open an account, the person said just an email and a phone number. I never got any text or call from them at any point to open the account. So my number probably was not used, however I did receive an email in my spam folder. This email was never opened as I didn't see it till April 17, 2025. This email was from March 10, 2025. I was not aware of their existence till I was notified about an account being reported on my credit. So there was no initial inquiry to notify me of this fraudulent account being opened with my name and credit. So who's number and bank account was linked? How can an unverified email establish a line of credit? Is a SSN required to open an account and was one used to open this account? What other information is linked to this account? I need to know how much of my information was used. I need this account closed immediately, They need to correct their reports to the credit bureaus, and send written confirmation that the account has been closed and removed from my credit.

    Business Response

    Date: 04/25/2025

    Please see response attached.

    Customer Answer

    Date: 04/25/2025

    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:04/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This business opened a fraudulent account with my information and reported it to the ************* and I have never heard of this company nor have I opened an account with them and yet they are claiming I owe a balance to them

    Business Response

    Date: 04/25/2025

    Please see response attached.

  • Initial Complaint

    Date:04/15/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Inhave been charged 3 times on a monthly basis when I should only have been charged once. My acct# can be found under the email adress ****************

    Business Response

    Date: 04/23/2025

    Please see response attached. 

  • Initial Complaint

    Date:04/11/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 used this Empower Finance app and have paid off the loan. I have emailed them multiple times requesting updating of my credit report to show $0.00 balance. They still show I owe $434.00 on all reports. This affects my credit score. They haven't updated since 2/28/25, and its 4/11/25. I want them to update all credit agencies with my $0.00 balance please.Thank you ****** ****** ************

    Business Response

    Date: 04/23/2025

    Please see response attached.

  • Initial Complaint

    Date:04/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 filed a dispute.there is no number to contact anyone. I was told a dispute would be resolved on 4/7. I have reached out and now I am being ignored. My bank couldnt do anything about it because empower wants me to work it out with them. So they denied my claim.

    Business Response

    Date: 04/23/2025

    Please see response attached.. 

  • Initial Complaint

    Date:04/10/2025

    Type:Product Issues
    Status:
    Answered
    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 reached out to Empower finance by phone on 2.19, 2.20, 2.21 and 3.25 of 2025. I also sent emails to Empower Finances customer service department on 2.27, 3.3 and 3.25, to request a goodwill deletion for my paid former line of credit. I faced extreme financial hardship last year and was not able to make ends meet, but I have since paid off the balance. On 3.3, Empower notified me via email that they had requested the team that handles goodwill requests review my account, and have not followed up since. I sent another email to Empower on 3.25, from which I still havent heard back.

    Business Response

    Date: 04/23/2025

    Please see response attached.

    Customer Answer

    Date: 04/23/2025

     
    Complaint: 23185502

    I am rejecting this response because:

    The account is still reporting as of 4.23 with TransUnion with a past due balance. Please correct this. 

    Additionally, in other complaints Empower has agreed to remove negative reporting for other clients, showing that you do in fact participate in goodwill removals of negative tradelines. A agent in email also confirmed that the request was forwarded to the team that handles goodwill removals. I attached the email for reference. Can you please provide clarity on this? I was previously a great customer who paid back several advances, as stated, but went through severe hardship and had to choose between housing and repaying this. I also offered to make smaller, incremental payments, but I had switched bank accounts at the time so I couldnt make the payment in full. This request was not able to be fulfilled, so as soon as I had the funds available, I worked with ********** to pay the balance back. 

    Sincerely,

    **** ******

    Business Response

    Date: 04/29/2025

    Please see response attached. 

  • Initial Complaint

    Date:04/09/2025

    Type:Billing Issues
    Status:
    Answered
    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 looked at rhe Empower app months ago. I never gave my debit card number or any personal information. This business has made $8 deductions from my checking account twice in recent months. I want this to stop.

    Business Response

    Date: 04/23/2025

    Please see response attached. 

  • Initial Complaint

    Date:04/07/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    THIS COMPANY IS UNLAWFULLY REPORTING ON MY CREDIT REPORT. THEY HAVE REPORTED AN ACCOUNT THAT I HAVENT AUTHORIZED AND THEY WILL NOT RESPOND TO MY MESSAGES, GIVE ME A COPY OF THE CONTRACT, OR TELL ME WHO IS INDEED RESPONSIBLE FOR OPENING THIS ACCOUNT UNDER MY NAME, THEY KEEP GIVING ME THE RUN-AROUND EVERY TIME I CALL THEM TO GET ANSWERS.

    Business Response

    Date: 04/16/2025

    Please see attached response and supporting documentation.

Empower Finance, Inc. is NOT a BBB Accredited Business.

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