ComplaintsforScratch Services

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seems someone has gotten a loan with this company in my name nor have Never heard of this place nor have I ever received Any Money from the said above company

  Business response

  07/11/2024

  Hi Pamela,
  
  I hope you are doing well. It seems like you are trying to report fraud; however, that account has been transferred and we have no authority over servicing the same. If you want to report ID theft, you can contact the lender, ***** ***** ****, at ************ or ***************************
  
  Best,
  
  Team Scratch

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our company is due a refund from an overpayment on a PPP loan refund. The loan was forgiven on April 18, 2023. After many issues just getting the forgiveness application done through Scratch to the *** they finally were able to push that through. Scratch has told us the funds won't be coming from them but our lender. Our lender advised us today on June 5th, 2024 that the refund will be coming from Scratch. I can never get anyone on the phone with the Scratch team and am just directed to leave a message. We are due a refund in the amount of $24,993.79 and it is critical to the ongoing operations of our business.

  Business response

  06/14/2024

  Hi Mainstem, Inc,
  
  We apologize for the delay on your PPP refund for SBA Loan #**********. My internal team already initiated your PPP refund today (Wednesday, June 12), via ACH and you can expect it within the next 2-3 business days. The refund amount of $27,085.77 will be deposited to your bank account ending in 9044.
  
  Scratch is a loan servicer and hence doesnt hold the refund funds tied to your account. The delay occurred while we were trying to work with the lender to wire your funds back to us for processing your refund. 
  
  Thank you for your patience! Please let us know if you have any other questions.
  
  Best regards,
  
  Team Scratch
  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My PPP loan was forgiven in February of 2024. I have made several attempts to reach out to receive my refund which is close to 26K and I am not getting solid answers. I was informed that it would take 60 days when I reached out via email/chat since they never answer their lines. I reached back out and was informed there was a delay. I reached again on 4/18/24 and was informed via email that ETA would be 2 weeks. I still did not receive the refund and they continue to share that they will place a request with their "internal team" and will let me know soon. The fact that they don't have the funds to pay back their customers is concerning. It should not take this long to get a refund.

  Business response

  05/13/2024

  Hi *******,
  
  We apologize for the delay on your PPP refund for SBA Loan #**********. My internal team already issued your PPP refund on Friday, May 10, via ACH and you can expect it within the next 2-3 business days. The refund amount of $27,149.00 will be deposited to your bank account ending in 1247.
  
  Scratch is a loan servicer and hence doesnt hold the refund funds tied to your account. The delay occurred while we were trying to work with the lender to wire your funds back to us for processing your refund. 
  Thank you for your patience! Please let us know if you have any other questions.
  
  Best regards,
  Team Scratch
  

  Customer response

  05/13/2024

  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

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My PPP Loan was forgiven and payment was posted to my account where the principal and interest balance was paid in full on August 11, 2023 leaving a balance difference of $997.47. I have made payments totaling $991.93 on this loan so all that I paid should be refunded to me in full by law. First call to check on the status on refund since loan payment was paid in full and processed was mid August and I spoke to someone who told me they cant see any information on my loan to give 2 weeks and call back if I didn't hear back from them. Beginning of September I call back for a status and suddenly there are no Live agents to speak to. When calling the number it goes straight to a recording which I leave a message to be called back. I try to reach out through their website help and after a week my email inquiries are being responded with an apology and a message saying they are experiencing a delay and gives an estimated time of 2 weeks for a refund but no guarantee. I reach out again mid September, still no live agents answering their phones, I did leave email inquiries for someone to call me and finally got a call back to get told to wait another 2 weeks and if I don't hear back or receive a refund to call back. I was also told that there are other people waiting like me as well. I did not hear back, so again reaching out to them beginning October and got an email response to wait until mid October but no guarantee. I reached out saying that I would be filing a complaint on BBB and got another email saying they are experiencing a delay and to wait 60 days now and if nothing to call back again. It seems like an automated response message and a delay tactic used. I don't know what or why there is a delay but I should not be waiting for a refund any longer than I already have especially if they have the money I've paid already plus the difference that was paid from the forgiveness. My next steps will be legal action.

  Business response

  10/20/2023

  Hi *******,
  
  We apologize for the delay on your PPP refund! Unfortunately, PPP refunds have been taking longer than expected to process. My internal team has issued your PPP refund via ACH and you can expect it within the next 2-3 business days. The funds will be deposited to the bank account (ending in last 4 digits: ****) saved to your Scratch account.
  
  Thank you for your patience while we worked on processing and issuing the refund!
  
  Best regards,
  Team Scratch

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been going back and forth between ADT Solar and Scratch Services LLC regarding the solar panels I purchased last year for my home. The sale of my home will not allow me to pay for the panels due to the sudden relocation, there won't be a profit. My employer *********** of ********* has approved a hardship transfer out of state due to my niece being murdered. She left behind a 1 yr old daughter. No one has stepped up to keep her out of the system except for me. So I am in the process of moving so that I can take custody of her. I need to terminate this contract and have the solar panels removed. No one is willing to help me regarding this matter. My great-niece is hanging in the balance. If needed, I can provide my niece's death certificate if needed. Please advise. I can be reached at **************, ************** or ************************* Thank you in advance.

  Business response

  10/19/2023

  Hi ********,
  
  Thanks for reaching out to Scratch. We are sorry to hear that you are going through a difficult situation. Unfortunately, Scratch does not remove solar panels since we are just the loan servicer. ADT assists for solar panel removal requests. We will escalate your request to the lender.
  
  Best,
  
  Team Scratch

• Initial Complaint

  09/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 8, 2023, my PPP loan was forgiven in full, however, I made payments toward the loan that are due back to me in a refund. I have attempted to contact Scratch on numerous occassions. A live representative never answers and emails sent through the contact form provided are never responded to. My last email to inquire about the status of my refund was on September 14, 2023. I have been trying to get a status on the refund that is legally owed to me for more than three months. My next step will be legal action.

  Business response

  09/18/2023

  Hi ****,
  
  Just wanted to let you know that your PPP refund has now been processed! You should see an ACH refund in the amount of $3,157.56 to your bank account ending in **** within 1-2 business days. Apologies for the delay in issuing your PPP refund for SBA Loan #**********. Please let us know if you have any other questions.
  
  Best,
  
  Team Scratch

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Scratch Services LLC WAS the loan provider for my ******** (***** Loans) account. I was made aware that by ******** that ******** and Scratch are no longer doing business or affiliated in any way! I never had a contract with Scratch Services LLC so they are no longer providing loans servicing for ********. Therefore, Scratch Services LLC should not be attempting to collect from me and THEY SHOULD NO BE REPORTING ANYTHING TO THE CREDIT BUREAUS ABOUT ME, REGARDING ME OR IN REFERENCE TO ME AT ALL. Scratch Services LLC needs to cease all reporting on my account #***** and delete it from my credit report with all 3 cresit reporting bureaus IMMEDIATELY as ******** retains sole ownership of this account.

  Business response

  08/30/2023

  Hello *****,

  Our team has confirmed there is no reporting on Experian for the loan. We are still investigating TransUnion and Equifax. We will reach out within the next 24 hours with our findings.

  Thanks,

  Team Scratch 

  Customer response

  08/30/2023

   
  Complaint: 20541160
  
  I am rejecting this response because: 

  The reporting is with TransUnion only.  Please have this deleted IMMEDIATELY
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Scratch has engaged in the unauthorized sale of my personal information. This act constitutes a clear violation of both my consent and the Privacy Act of **** (5 U.S. Code 552a). The Act explicitly prohibits the disclosure of records contained within a system of records without the written consent of the individual to whom the records pertain.I want to emphasize that I never provided written consent for Scratch to sell or profit from my personal and non-personal information in any capacity. Consequently, the actions taken by Scratch have transgressed the legal framework established to protect the privacy rights of individuals.Additionally, I recently received a communication from *****************, a third-party collection company, which informed me of the sale of my account information. However, despite this development, I have yet to receive a Discharge of Debt 1099C form as required by IRS regulations for tax purposes. It is my right to receive this form, along with a comprehensive breakdown of all payments made to Scratch from the inception of the account to its eventual sale. Such information is vital for me to comprehend the basis on which ***************** has calculated the outstanding amount.Furthermore, I request the immediate removal of my Scratch account information from all three credit bureaus. This action is in alignment with the Fair Credit Reporting Act (15 USC ****) which underscores the importance of creditors treating consumers with fairness, impartiality, and respect for their right to privacy.In line with this, 15 USC **** firmly establishes that financial institutions possess an ongoing obligation to safeguard the privacy of customer information. This principle applies to the consumer reporting agencies in question. It is my prerogative to ensure that my private information remains confidential and is not shared without my explicit consent.

  Business response

  08/10/2023

  Hello, 

  Thank you for contacting Scratch! After looking into the account details, we see this loan was Charged Off and Scratch is no longer servicing the loan. We have forwarded your concern to the lender - Wisetack. They will be in touch. 

  Feel free to contact them as well.

  Wisetack

  Support Line: **************
  Support Email: ********************

   

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been receiving harassing letters from Scratch for a person who does not live in my household! I have emailed them and called several times and they will not remove my address! The last representative I spoke with, her name was ***** and she hung up the phone on me as I was explaining the issue!! This is the most unprofessional company and I want my address removed!

  Business response

  07/13/2023

  Hello ******, 

  We apologize for your experience! We have reviewed the call. It was confirmed the account owner previously resided at your residence but does not anymore. Unfortunately, we cannot make changes to an account without the account owner's request. We understand this can be frustrating. Though we cannot remove the address on file, our agent was able to turn off communications in the meantime so you should no longer receive communications from us.

   

  Thanks!

  Team Scratch

   

  Customer response

  07/14/2023

  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

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made numerous calls and contacted Scratch the service provider for my FundingU Student loan #************ in regard to auto-pay issues. I have BOTH of my student loan accts. set up on auto-pay since day one and yet they continue to remove the auto-pay on one of these loans which makes it appear that I'm late on payments and also increases the interest rate and payment from *****% rate with a payment of $68.83 to $72.97 with an interest rate of *****%. I need both of these accounts left on auto-pay and BOTH loans to be re-amortized with the promised rate for auto-pay of *****% for #************ and Loan # ************ to reflect the lower auto-pay interest rate as well.

  Business response

  05/10/2023

  Hi ******,
  
  Thanks for reaching out! We apologize that it has taken a long time for our internal team to look into your account. Loan ID #************ has already been on AutoPay and is on fixed minimum payments of $20/month. Our internal team will be looking into loan 333730594568 to ensure that the AutoPay remains turned on with the lower interest rate. Furthermore, I will submit your request to the credit reporting team so that they can review the incident. We will follow-up via email with updates and once the issue has been resolved. 
  
  Thank you for your patience!
  
  Best,
  
  Team Scratch

*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. ↩