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Business Profile

Prepaid Credit Cards

TomoCredit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Prepaid Credit Cards.

Complaints

Customer Complaints Summary

  • 776 total complaints in the last 3 years.
  • 210 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:06/08/2022

    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.
    On 5/27/2022, my credit card was stolen and fraudulently used. Immediately after freezing my card online and contacting the police, I attempted to get in touch with Tomocredit. The issue is Tomocredit does not work weekends and leave the office by 4 during the week resulting in their customers being stranded on weekends and nights. After much frustration, I was advised to contact Mastercard directly who was excellent in swiftly freezing my card and working with the local detective to get necessary information to prosecute the suspect. Fast forward a week, I get an email saying after all this Tomocredit billed my account for the already disputed fraudulent amount on a flagged and frozen card. Any attempt to get in touch with them when they are open is impossible as you wait 10 minutes to speak with someone. Other than main customer service, you cannot be transferred to any department and are told you will be emailed a follow-up message which never comes. When asking why I cannot be transferred, I was told the receiving department wants to listen to the recording of your phone call before reaching out. So instead of contacting me directly they would rather sit at their desk and ****** on my 30 minute phone call, half of which was in a queue or waiting on hold. Now I am out $700 and they still have yet to contact me via phone or email. I have filed a ACH withdrawal dispute against them with Navy Fed, Contacted Mastercard who has opened a case to see why I was charged on a locked and disputed card, and will be filing a report with the ***** The only reason I am writing this is because I have got a feeling they care more about their BBB complaints than internal responses to customers. The model used for their product is not bad, but their customer service is absolutely horrible. For tomocredit's tracking Simon **** was briefed on this issue via email and no follow-up was given.

    Business Response

    Date: 06/17/2022

    We are very sorry to hear that this customer was not happy with their experience with TomoCredits customer service. We continually strive to improve our service. With regards to this customers disputed charge, TomoCredit is currently investigating this matter and will get back to this customer shortly.

  • Initial Complaint

    Date:06/08/2022

    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.
    Tomo Credit is inaccurately reporting to the Experian. Currently, Experian states: "Balance on Apr 28, 2022 $1,810", which means that Tomo inaccurately reported in April 2022. According to Tomo's dashboard, as of April, the balance was $0. In fact, Tomo has reported an inaccurate balance between November 2021 through April 2022. The account was paid in full, and this never reflected CRA's. I am on the cusp of closing on a mortgage, and the loan processor has flagged this inaccurate reporting. I need Tomo to correct this erroneous reporting immediately.

    Business Response

    Date: 06/17/2022

    TomoCredits team is looking into this matter and will contact this customer directly regarding the items mentioned in this complaint as well as a resolution.

    Customer Answer

    Date: 06/17/2022

     
    Complaint: 17333322

    I am rejecting this response because: Tomo Credit has not contacted me regarding the incorrect and erroneous reporting to the credit bureaus. They are simply saying this to close out the BBB complaint. They continue to incorrectly report a balance on a credit card that does not have a balance since November 2021.

    Sincerely,

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

  • Initial Complaint

    Date:05/16/2022

    Type:Order 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.
    I was unaware that you had to pay the balance in full, which is fine, however I have a dispute with the entire balance of $2,667.88 (estimated) and it went through and was deducted from my bank account. I want to avoid filing a dispute but want to put it on record that the payment was done in error and I was going to make a minimum balance payment or wait until the disputed charge was credited to the account. If possible, please refund the payment and apply the dispute credit so there is a 0 balance. Thank you!

    Customer Answer

    Date: 05/17/2022

    Please add to the claim that I would like the company to honor the *** bank dispute, and do NOT charge me a late fee, and also apply the dispute credit so there is no late fee applied. I disputed the payment with the collision place because they didn't do their job. I submitted documentation. 

    Business Response

    Date: 05/29/2022

    TomoCredit will gladly look into the items that this customer mentioned in this complaint, regarding a disputed charge. If this customer has any follow-up questions, they may contact us at *****************************

    Customer Answer

    Date: 05/30/2022

    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:05/10/2022

    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 am unable to set up an account and they keep making excuses on why. I would like someone to contact me and help me complete the process. I would be happy to upload my identification.

    Business Response

    Date: 05/17/2022

    We are very sorry to hear that this customer is having difficulty setting up an account. We will definitely reach out to her as requested to assist. If she has any additional questions,she can contact us at ********************************

    Customer Answer

    Date: 05/18/2022

     
    Complaint: 17186318

    I am rejecting this response because:
    I wrote to them. No reply. Again their first response in ref to amount of $ in my bank. It was sufficient as I actually did not want the premiere credit tried against reply reason for decline . Remember they linked to my bank. My identity. That's easy to prove. I am victim of identity theft in addition to using a crooked computer to fix the data about me on credit bureaus and financial info that was incorrect
    Sincerely,

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

TomoCredit is NOT a BBB Accredited Business.

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