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Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
BBB, I noticed on my FICO report that the information on my American Credit Acceptance account is wrong when you have a red dot on your credit report it indicates late payments or negative payment record. When I had an account with ACA none of my payments were late. The account was closed on October 30, 2023 closed account are not supported to be reinserted on credit reports. This information needs to be corrected if it's not corrected then it needs to be removed from my credit report. The payments are attached as well
Business response
08/12/2024
I am writing in response to a complaint filed by ************** requesting that FICO correct their credit report and remove the American Credit Acceptance account.
.
****************** is a leading provider of analytics and decision management technology. Among other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk. However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus,who collect, assemble, verify, and control that information. A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau. At no point in this process does FICO exercise any ownership or control over any underlying credit information.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process. We hope this answers any questions you have regarding this matter.
***********************
Sr.Director - Customer Relationship Management
Customer response
08/12/2024

Complaint: 22117724

I am rejecting this response because:

15 U.S. Code 1681i - Procedure in case of disputed accuracy
(5)Treatment of inaccurate or unverifiable information
(A)In general
If, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall
(i)promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and
(ii)promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer. The information on my credit report has not been verified or permitted by me to be placed in my credit report nor does it have a signature to be placed on your Fico platform.

*************************
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
UNABLE TO GET MYFICO TO INVESTIGATE and remove two accounts from SUNWEST that the original creditor advised me verbally they notified all 3 creditors EQUIFAX TRANS UNION TO DELETE. WHEN I CALL ALL 3 THEY ADVISE ME IT HAS BEEN DELETED I AM UNABLE TO SEND A SCREENSHOT. ***** IS HELPING. I have enclosed a current copy of my VALID NV DL as proof of identity + address. Request you delete the both Sun West credit Union accounts from my EQUIFAX CREDIT FILES. The 3 major credit bureaus advised me they have no control over MYFICO and to call MYFICO and request a MGR. MY SSN ********* DOB 07/30/1976. ADDRESS ***********************************. Phone number i ************ email is ********************** Please have a MGR call me
Business response
08/12/2024
I am writing in response to a complaint filed by Mr. *** requesting that FICO correct their credit report and remove the account SunWest.
FICO is a leading provider of analytics and decision management technology. Among other things, FICO pioneered the use of algorithmic data analysis (analytics)to evaluate and score consumer credit risk. However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus,who collect, assemble, verify, and control that information. A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau. At no point in this process does FICO exercise any ownership or control over any underlying credit information.
In closing, we have reviewed Mr. ***s account and noticed the credit report does not contain an account named SunWest.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process. We hope this answers any questions you have regarding this matter.

***********************
Sr. Director - ********************************
Customer response
08/12/2024
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,

Apex Law
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/15/24 Asked for a refund because I did not authorize a renewal. I cancelled my subscription, and they are trying to tell me I only put it on pause, which I disagree with. Looking at my bank account today, I see that I was charged $39.99 today; this is the amount I want a refund for. Even if it was my error, and I don't think it was (I am sure I cancelled it in Jan 2024), the right thing to do is to refund me $39.99 and ensure my subscription is cancelled for good and that I will not incur any further charges. There is a thing called "good faith" and I should be refunded. I have not used any of their services since I cancelled it back in Jan 2024. This company tells me they have a no refund policy. Please explain how that makes sense in this day and age? I have not used their services, I am asking for a refund within 24 hours of noticing the charge from my bank, I called this company as soon as I noticed there was a charge. I have not used their services and the right thing to do is to give me my refund. I have a lot of medical bills right now, and this is causing me stress. ***************************, Senior Ops Manager, and ************************* have denied the refund due to their policy. This isn't fair and it is taking advantage of people and messing with their hard earned money. Reporting to the **** and Attorney General next. When I asked for their **************** phone number, they said there was no phone number. When I asked for their email, they said they don't have direct emails. What? This is shady to say the least. Thank you
Business response
07/26/2024
We regret the difficulty experience that **************** encountered with the recent renewal of the FICO Premier subscription.
After further research, we determined that **************** paused their subscription online from 01/16/2024 through 7/16/2024. An email was sent to **************** confirming the pause period and that the subscription would automatically renew on 7/16/2024.
As a one-time courtesy, we refunded the recent renewal and cancelled the subscription.
FICO is committed to the satisfaction of its customers, in addition to complying with all applicable laws. We frequently review our customers' feedback to improve the experience continually, and we will continue to do so.
We hope this answers any questions you have regarding this matter. If there are any further questions or concerns regarding this matter, I hope **************** will not hesitate to contact me directly.

***********************
Customer ************************Director Consumer
Customer response
07/28/2024
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
06/25/2024
Complaint Type:
Billing Issues
Status:
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.
I am not liable for this debt with ************ or credit management. I do not have a contract with this company. The collection report is affecting my credit, my job application, and income. Credit management did not provide me with a contract as requested. I have requested this information be removed from my credit report but did not get my credit report updated to reflect the correct information. There is no collection on other reports like Experian, Transunion, or Equifax.
Business response
07/16/2024
I am writing in response to a complaint filed by **************** requesting that FICO correct credit report.
FICO is a leading provider of analytics and decision management technology. Among other things, FICO pioneered the use of algorithmic data analysis (analytics)to evaluate and score consumer credit risk. However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus,who collect, assemble, verify, and control that information. A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau. At no point in this process does FICO exercise any ownership or control over any underlying credit information.
In closing, we have contacted ****************** and addressed her concerns regarding the account in question. I would also like to provide a link to our website- ***************** that can help with general questions regarding how scores are calculated and other important items to consider reviewing. ***********************************************.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process. We hope this answers any questions you have regarding this matter.

***********************
Sr. Director - ********************************
Initial Complaint
06/05/2024
Complaint Type:
Billing Issues
Status:
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.
My problem with my fico is the ongoing inaccurate credit score monitor. For 3 months prior to April 2024 my score remained the same. Afterwards my credit cards and had either zero balance or significant low balance with on time or before due date payments and large amount above minimum payments. This didn't bring my score up if anything it drops it way low. It's ridiculous to try to work to increase my credit score when you have this company drop by over 10 to 20 points. I called to inquire as to why and of course they explained that it is the creditors. Well I called each one and on the contrary. I don't understand how this company reduces my credit score and yet didn't increase it for 3 months it remained the same. I feel as if they are quick to block me from getting to where I am aiming to be. I had once 805 and the following it dropped to mid 700 for a balance in good standing with ********** of *****. It's ridiculous how this decrease keeps happening yet no increase and if so it's 7 points or less. I'm disgusted with the whole my fico score process!
Business response
06/25/2024
I am writing in response to a complaint filed by ************ requesting that FICO correct its credit report.
FICO is a leading provider of analytics and decision management technology. Among other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk. However, although FICO develops and licenses a ****************** Score algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble, verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus, who collect, assemble, verify, and control that information. A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau. At no point in this process does FICO exercise any ownership or control over any underlying credit information. If ********** has concerns or questions relating to the credit information being reported by the credit bureau, I suggest they direct those questions to the appropriate credit bureau.
The only time FICO has access to a consumer's credit report and FICO Score is when they are delivered to a consumer in connection with an appropriate purchase from the myFICO.com website. However, FICO is unable to locate an existing subscription or purchase for ************ in the myFICO database and has no record of a recent purchase of a credit report and FICO Score.
In closing, I would like to provide a link to our website- ***************** that can help with general questions regarding how scores are calculated and other important items to consider reviewing. ***********************************************.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process. We hope this answers any questions you have regarding this matter.

***********************
Sr. Director - Customer Relationship Management

Customer response
06/25/2024

Complaint: 21808705

I am rejecting this response because: I've already contacted the other sources and was pointed to FICO. Also I don't have a subscription because I get my fico score information for free through my bank and another loan. Which I have excellent payment history. As I stated before they notified FICO of my payments, balances, etc. For several mos. I noticed that my score did not increase at all. This was with zero outstanding balances and one account in the low hundred from being over one thousand. At this point I can see it's a go here and there so no I'm not satisfied at all. Thank you!

Sincerely,

***************
Business response
06/25/2024
We regret to hear that ************ is not satisfied with my response.
As I mentioned in my previous response, although FICO develops and licenses a *********************** algorithm used to score consumer credit information at the credit bureaus (such as TransUnion, Experian, and Equifax), it does not collect, assemble,verify, or report that information. Rather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus, who collect,assemble, verify, and control that information. A FICO Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from ****************** and operates to the credit information collected by that credit bureau. At no point in this process does FICO exercise any ownership or control over any underlying credit information. If ************ has concerns or questions relating to the credit information being reported by the credit bureau, I suggest they direct those questions to the appropriate credit bureau.

************ states that creditors or credit bureaus notify FICO of payments made. Unfortunately, they have provided *********** with inaccurate information. The creditors report to the credit bureaus and furnish it to the provider. The provider, ************, receives her FICO Score updates are directly from the credit bureaus.

In closing, I would like to provide a link to our website- ***************** that can help with general questions regarding how scores are calculated and other important items to consider reviewing. ***********************************************.
We hope this answers any questions you have regarding this matter.

***********************
Sr. Director - ********************************
Initial Complaint
05/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On May 23rd, I was charged a second time for the 3-bureau report subscription. I already had a Premier subscription that was already billed the same month. **************** stated that they have a "No Refund" policy regardless of the circumstance, so they refuse to refund the double charge that was a result of the MyFico website incorrectly reporting that I didn't have a subscription.
Business response
06/04/2024
We appreciate the opportunity to address ********************** concern regarding a refund for a purchase made by mistake.
We attempted to contact ****************** to discuss the 2nd charge for May. Unfortunately, we were unable to reach her by phone or email.
After further research, we determined that ***************** upgraded their subscription on May 11, 2024, and purchased a 3 Bureau Credit Report on May 23, 2024, because she thought her subscription had lapsed.
We understand this purchase was made by mistake. We have considered this and applied a refund of $47.88 on May 28, 2024.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business. I hope ****************** will not hesitate to contact me directly if there are any further questions or concerns regarding this matter.

***********************
Customer ************************ Sr. **********************
Initial Complaint
05/09/2024
Complaint Type:
Product Issues
Status:
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.
I paid for Credit Scores.Credit scores were not delivered, due to a glitch in the companys systems.Company said they would return the funds immediately. They did not.
Business response
05/28/2024
We appreciate the opportunity to address ************** concern regarding their request for a refund.
On May 9, 2024, Mr. **** contacted our Customer support regarding an order placed for a FICO 3 Bureau Credit Report and Scores that were not received. Customer Support advised Mr. **** that they had created duplicate accounts and that the order was placed on an account purged due to no activity. We also mentioned that we would process a refund for the order placed.
I can confirm the refund request was processed for $65.16.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business. I hope Mr. **** will not hesitate to contact me directly if there are any further questions or concerns regarding this matter.

***********************
Sr.Director - Customer Relationship Management
Initial Complaint
05/09/2024
Complaint Type:
Billing Issues
Status:
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.
My experience With MyFICO Was negative. I decided to utilize this app briefly and I have nothing but regrets after doing so. Immediately I started seeing red flags. The functionality was just buggy, and there were issues.. After a certain point, I decided that I wanted to delete my account and I did not want anything to do with this company or business. In every other instance, I have to delete an account or my information. It is something that is able to happen instantly.. With myFICO, this was not the case. I was informed upon my request to delete my information in my account that it would take up to 45 days. I want nothing to do with myFICO and unfortunately, I have to endure another 45 days of knowing that my information is stored with this horrible company. The fact that this information is not displayed upfront is upsetting alongside with the entire field of utilizing this product. For myself, 45 days cannot come soon enough.
Business response
05/15/2024
We appreciate the opportunity to address the concern regarding their request to delete their myFICO account with **********************.
On May 9, 2024, we received a request to delete their myFICO account. We responded and advised that we have received their request and are verifying their identity to delete their myFICO account. We also mentioned that this process may take up to 45 days.
I can confirm that the request to delete the account was completed on May 10, 2024. We emailed ********************** that the request to delete their myFICO account was processed and deleted.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business.
I hope ********************** will not hesitate to contact me directly if there are any further questions or concerns regarding this matter.
***********************
Sr.Director - Customer Relationship Management
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
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.
Complaint Against FICO for Inaccurate Reporting on MyFICO Credit Report Dear BBB,I am writing to file a formal complaint against FICO regarding inaccurate information on my MyFICO credit report. Despite multiple attempts to rectify the issue, my credit report still reflects eight hard inquiries that do not exist, as confirmed by Equifax directly.On 05/1/2024, I accessed my MyFICO credit report through the MyFICO app and discovered that it listed eight hard inquiries on my credit file. Troubled by this discrepancy, I promptly contacted Equifax, one of the major credit bureaus, to verify the accuracy of the information. To my relief, ******* confirmed that there were no hard inquiries present on my credit report.Despite this confirmation from Equifax, the inaccuracies persist on my MyFICO credit report. I have made multiple attempts to address this issue with FICO, including reaching out to their customer service department and filing a complaint and report with the ************************ (FTC) and the Consumer *************************** (CFPB) over a month ago.As a victim of identity theft, it is imperative that my credit report accurately reflects my credit history. These erroneous hard inquiries not only damage my credit score but also undermine my financial security. I demand that FICO take immediate action to remove the false hard inquiries from my MyFICO credit report and ensure that such inaccuracies do not occur in the future.I have attached documentation, including a screenshot stating their are no hard inquiries on my Equifax credit report and a screenshot of my MyFICO credit report and credit score, as evidence supporting my complaint. I request that the Better Business Bureau investigate this matter promptly and facilitate a resolution between myself and FICO.Thank you for your attention to this matter. I look forward to a swift resolution to this issue.God Bless!
Business response
05/15/2024
We appreciate the opportunity to address **************** inquiry regarding the inaccurate information reflected on their credit report. ************ has incorrectly directed their inquiry to FICO regarding the erroneous items on their credit reports. Instead, it should be sent to the three national consumer reporting agencies: Equifax, TransUnion, and Equifax. I will note that I have made several attempts to contact ************ to discuss this matter and assist with rectifying his concerns. As of today, March 15, 2024, I have not heard back from ************.

While FICO (Fair Isaac Corporation) developed the FICO credit scoring formulas, it does not determine the content of your credit report. Each of the three national credit bureaus Equifax, TransUnion and Experian collect and maintain the information in your credit reports. They each use that information and our scoring formula to calculate your FICO score.

If you find information on your credit report that is inaccurate or doesn't belong to you, please contact the credit bureau that produced the report.

Below is the contact information to reach each bureau:

Equifax
Equifax Disputes
All disputes with Equifax are handled online.
Experian
Experian Disputes
All disputes with Experian are handled online.
TransUnion
**************
TransUnion Disputes
**************************** BOX 1000
*******, ** 19022
TransUnion Disputes

Your File Identification Number (FIN) is no longer needed by TU's system. TU's automated system may ask you for a FIN, but it is not required to move the call forward and speak to a live agent.

I hope ************ is able to resolve this matter to his satisfaction. He should not hesitate to contact me directly if he has any further concerns regarding this matter.

***********************
Customer ************************Director Consumer
Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been locked out of my myFICO app for up to 8 months and have had no use of the myFICO app or any of its reporting services or features.On 4/16/24, I called to unlock the account and to request a refund for all of the months that I was not able to access the account through no fault of my own. I was told by the representative that I could not have a refund. MyFICO continued to charge me for a reporting service that I had no access to and should have ceased charging me until I had access to the application again. I am requesting a refund for each of the months I was charged since my last use of the application.
Business response
04/25/2024

We appreciate the opportunity to address ********************** concern regarding a refund when their account was locked.
We understand the account was locked due to too many failed login attempts. We can confirm that ****************** locked their account on 2/11/2024 and contacted customer support on 4/16/2024 for assistance unlocking their account.
In addition, we would like the opportunity to address the concern regarding the refund denial. During this period, we continued to provide Score Alerts and Credit Monitoring services. Because this is a self-service, it is up to the customer to reset their password or contact our support team for assistance with resetting their password.
As a courtesy, I have provided a refund of $79.90 for the time the account was locked.
FICO values its relationships with consumers and appreciates the opportunity to clarify our business. I hope ****************** will not hesitate to contact me directly if there are any further questions or concerns regarding this matter.

***********************
Customer ************************ Sr. ******************
Customer response
04/29/2024

Complaint: 21581820

Complaint: 21581820
****, Thank you for your attention to this matter and my apologies I truly thought I have been locked out for quite a long time and estimated it was at least 6 months and I was unable to see confirm that info from my end.

I appreciate the refund for the months I was unable to use the app.

I am rejecting this response because:
You stated it the refund was processed for $79.90. However, I only see one refund confirmation for $39.95 for order number *********. Please let me know if I am overlooking the second one.

Sincerely,

*******************************
Business response
04/29/2024
Dear ******************,

I can confirm that two refunds were provided. The refunds included are for the renewals of February and March, each in the amount of $39.95,
See the attached snapshot of the refunds processed by our payment processor.
Regards,
***********************
Customer ************************ Sr. ******************************************
Customer response
04/29/2024

Complaint: 21581820

I am rejecting this response because:

Hi,
Not sure what happened, but not only did I only recieve one refund confirmation via email, but I just cross checked my bank statement and there is only one refund of ***** on April 26. Would you like a copy of the bank statement?
Sincerely,

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

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