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:04/16/2025

  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.

  Ive been working with Uqual since September of 2024 and at first everything was fine, but after a few months of disputes, I received letters from all three credit bureaus stating that they are no longer accepting my disputes because they come from a third party, and when I contact Uqual they always tell me to disregard those letters because the process is still working but Ive been monitoring my credit and there hasnt been any movement since December 2024. Ive been trying to cancel my account and every time I try they give me the run around. Ive been calling for the past few days during business hours and after being in that queue and listening to that hold music I always get the message that Ive reached them outside of business hours or that they are busy helping other customers. I request a call back and no one calls me back. This is ridiculous. Im just trying to cancel my account. And if you try to cancel even a day after the billing cycle they let you know that you will be billed for the full month. All I want is my account canceled. It us 4-16-2025 and the next billing cycle is in two days, I find it convenient that no one is calling me back right before the next billing cycle, its almost like youre holding out so you can get more money out of me. This situation needs to be rectified immediately!

  

  Business Response

  Date: 04/23/2025

  After multiple attempts to reach the client, our relationship manager was able to connect with her on 4/23. We really appreciate ****** taking the time to share more information about the problems she was encountering while enrolled at Uqual. As explained in more detail with ****** on 4/23, every client signs an agreement with us during enrollment, part of the agreement is an authorization sent to the credit bureaus from the client showing their disputes are authorized and valid, and the credit bureaus have no choice but to respond to our clients disputes. To back up that her disputes are being responded too, we were able to show her that her disputes had made corrections at all three credit bureaus which did improve the health of her credit.
  We do try to explain to our clients that when they win a dispute and corrections happen, they may not see the score improvement they were expecting because there are other factors which can temporarily impact (bring down) their scores, such as long standing accounts shutting down and losing all of that beneficial payment history, opening up new accounts (loans and credit cards) which will divide or bring down their overall open and active credit history. Also, when credit card balances go up, credit scores go down; our clients credit card balances are beyond our control.
  We try very hard to explain our arrears billing policy to every client, which means the payment being made is for the previous month of service, and almost always our clients have a final payment due after they request to cancel. As a courtesy we have waived Alicias final payment, and from our understanding she considers her complaint with us resolved. We invited her to reach out to us for any other information about her closed account if needed and wish her the best. 

• Initial Complaint

  Date:04/14/2025

  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 paid $99 like a week ago and text these people a few times and they keep blowing me off and i just need my refund of $99 so I can get on with my life. I.feel they might try to.drsg this out. For ******** Funding to tell me.to.consult with them in the first place when i was trying to save money for to use toward a veteran home loan but I don't even have to do that because I literally don't need either of these companies because I already got a home loan totalling $269,990. And we move into our brand new 4 bedroom 2 bath home in 16 days therefore i need my $99 to cover pest control of my property. Please let me know when I should be expecting my refund. Thank you. Sincerely yours, ******* ******

  

  Business Response

  Date: 04/14/2025

  Our account supervisor called the client as soon as he was notified of the complaint and was able to connect with her on the same day. We really appreciate the client taking the time to explain the problems she was encountering. Preparing to be loan ready and credit disputing is not a process most people do everyday and while we try to give our clients all the information up front there can be plenty of unanswered questions that will come up later,especially only 11 days into our program. After their conversation, the client had a much better understanding the different ways we can help her become loan ready presently and for future lending prospects. She has decided to remain in our program for a little while longer and we are happy to be there every step of the way. 

• Initial Complaint

  Date:02/07/2025

  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.

  I contact Uqual about a year ago and i explained i just lost my wife to cancer and i have some bills that i cannot pay at this time. I spoke with a couple staff members, and they actually lied to me telling me they have relieved some bank charge offs One was ******** so i was checking behind them and this wasn't true it is still on my credit. I called a staff member and explained that i was looking for removal of some charge offs and if this cannot be accomplished, please let me know.They said this takes 6 months to a year to achieve the charge offs to be removed. I gave them a few more months to make the task happened, there was no progress in the charge offs being removed and then after i wanted to opt out they gave me a supervisor which lowered my rate and stroke me along for 12 months. 2 charge offs came off and some late payment's but they absolutely understood my goals and i was clear in my request. I was engaged with ******* and she was pleasant but i was clear again that the charge offs was my concern she had my files for 3 months and kept telling new letters are going out and she gave me a date to speak with me and i called 3 times and she wouldn't return calls so a man supervisor said we did a good job for you removing late payments. I explained again my main goal was to remove charge offs not late payments. I would like to be clear that they stroked me for a year and did not make good on my requests and they actually lied to keep my payments going. I would have to go through my bank to see how much was actually spent but to my knowledge it was around ******.***** *******

  

  Business Response

  Date: 02/11/2025

  Our relationship manager began reaching out the same day the complaint was filed on 2/7/2025, and we were able to connect with Mr. ******* on 2/11/2025.We appreciate him taking the time to further explain the problems he experienced while previously enrolled in our program. We have come to a resolution that, from what we understand, Mr. ******* finds satisfactory. We are happy to see that he has decided to continue in our program a little while longer and he will be working closely with our relationship manager in effort to find the results he is seeking.  

• Initial Complaint

  Date:01/10/2025

  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.

  I inquired on the purchase of a home. I contacted American funding. I needed to get my credit up and pay a few accounts. I at that time informed **************** I was in a lease for an additional 11 months. They wanted me to sign up at Uqual to help better my credit. I called and set up a account. As the months went by I never heard anything from Uqual. I was never given any guidance or help with my credit. Unless I called but even then I never spoke to the same person twice. After 7 months I needed to cancel due to being on disability and my wife lost her job. I was only contacted if I had not paid my bill I got called 1 to 2 days after the due date. I for 3 months tried to cancel and was talked in to staying each time. I finally called and spoke to another different person to cancel after not giving in to keep service I was treated very poorly and told I had to pay 2 more months. I paid the ***** dollars 30 days after I was locked out of my account and I was not due to pay anything else then 30 days later 60 days after I canceled. They tried to get another *****. My account was hit 2 times a day for a week and after the week once a day they are still trying to take 69 dollars. My account has continued to be hit at different times 1 today 1/9/2025. This has been going on sense 11/2024. I in fact did not give Uqual the permission to make this withdrawal and my account has been attempted to take the additional ***** a countless amount of times. Please help me. I'm terminally ill and this stress is overwhelming to me and my wife.

  

  Business Response

  Date: 01/17/2025

  We immediately began reaching out to Mr. ****** after he filed his complaint. There were multiple attempts made at different times of day as we were unsure of the clients availability. Unfortunately, we have not been unable to connect with him and have not received any return in communication.
  We do appreciate Mr. ****** sharing in his complaint his private personal health reasons for having to shut down his account, we were unaware he was facing such difficulties. As a courtesy we have waived his final payment that was due in November 2024. In October when Mr. ****** requested to cancel,we did honor his request to shut down his account. He was advised during the call of our arrears billing policy and that he would have one final payment due in November to close his account in good standing. He was also sent an email the very same day confirming the closure of his account and of his final billing date. The payment that kept trying to process in our automated billing system was the final and past due payment for his account. Our automated billing system will keep trying to process a past due payment until it is successful, or, if the client calls in and asks to speak to a supervisor to find another arrangement, the latter unfortunately did not happen even though we attempted to connect with the client to see how we could help.
  We do hope the best for Mr. ******* Even though his account is shut down he is still our client and is always welcome to reach out to our relationship manager should he have any questions about his account or need some credit counseling at no cost to him.

  Customer Answer

  Date: 01/17/2025

   
  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:11/23/2024

  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.

  Uqual is supposed to be a company that assists with improving your credit score. Since aquiring the service over 6 months ago, there have been no significant changes to my score despite there collecting money every month. The changes that occurred on my credit were not accomplished by Uqual but they tried to take credit for it. The only time I receive any feedback from them is when its time to make a payment then they will call so many times. I receive no feedback on there progress and it has been no progress since acquiring this service. Its unfair to take advantage of individuals in a situation.

  

  Business Response

  Date: 12/02/2024

  Our relationship manager began reaching out to the client on 11/25, the first business day after the client filed her complaint on 11/23. He tried calling and texting at different times of day and only received one text response back from the client on 11/25 that she is available for calls after 2pm EST. The relationship manager then attempted multiple calls between 2-7:00pm EST per her request, but unfortunately, we still have not been able to get a hold of the client and have not heard back from her in any manner. Texts were sent to the client that included our relationship managers direct contact information as well as explaining the 10-day timeline the Better Business Bureau gives us to connect with her and resolve the complaint.
  The holidays are upon us, so we understand it can be difficult to find time for any extra added communication. At times, some of our clients do run into issues making their payments with Uqual and our billing team tries extremely hard to work with each client who may need some flexibility, but to find the best payment options that best fit the client they must communicate with us. We have honored the clients request, and her account is shut down without further billing. Even after our clients shut down their accounts, they are still our clients, and they are always welcome to call us for any information about their accounts. 

• Initial Complaint

  Date:11/08/2024

  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.

  this company sells gimmicks and not any results, buyer beware you will spend money and get hardly anything in return. home lender recommended this company too me, they sounded great with alot of false promises. signed up spent ***** dollars a month for a year! score did not increase by 100 points like promised. i performed the steps they requested. when trying to cancel my membership it was a hassle, finally and employee admitted too me on the phone that this is all a game in the credit industry! really ? i feel this is a scam type business. they need to have a class action lawsuit against them. waste of money! should have read the prior reviews before signing up!

  

  Business Response

  Date: 11/11/2024

  Our relationship manager was able to connect with the client on 11/11/2024 and came to a resolution that the client found satisfactory. Even when clients have their accounts shut down, we always welcome them back for information they may need about their closed Uqual account and/or maybe some credit counseling at no extra charge. We appreciate the time Mr. ******* gave our manager today to better understand the problems he was encountering while enrolled with us and after he had shut his account down in June 2024. After speaking with our relationship manager today, the client made the determination to reactivate his account and will be working closely with our manager while he remains at Uqual. 

• Initial Complaint

  Date:10/14/2024

  Type:Billing 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 signed up for Uqual credit services, it's a monthly payment where I pay and they offer the service. The payment is always in advance, if no payment, no service. I requested to cancel the subscription over the phone and I didn't receive a confirmation, based on that I locked my credit card and they tried to charge on my card. They called when the transaction didn't go through and they are saying they can only cancel if I stay one more month with the service, I dont want that and I want immediate cancelation as I requested before. I will no pay and I want the cancelation, could you please assist with that?

  

  Business Response

  Date: 10/15/2024

  We were able to contact the client in this matter on 10/15/2024. He was sent a closure email prior to his complaint stating his account is closed and there is no further billing, it is unfortunate he did not see our email before filing his complaint. As a courtesy we have waived the final payment for Mr. Dias and invited him to reach out to us if he has any other questions about his account. The client confirmed he did receive our closure email on 10/14/2024. To our understanding the client is satisfied with this resolution. Our employees do try hard to explain our arrears billing policy to every client during enrollment and when they request to shut down their account. We always hope our clients retain the billing details but also understand there is a lot of other information they are trying to pay attention to during enrollment, and for this reason our billing policy is on the first page of every agreement each client signs when enrolling at Uqual.

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22420006, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Everton Dias

• Initial Complaint

  Date:09/11/2024

  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.

  I was attempting to utilize this service for a home loan through New American Funding. After only a few weeks, I decided to cancel the service as the people responsible for coaching were not communicating well. I received several calls, but when I answered the call would disconnect. I shared this frustration with customer service which also was not easy to get in contact with. They advised they would cancel the account. I called and sent an email to cancel services in August 2024. I was informed that Uqual would charge my account in September as the final bill. How? I was not provided any information or direct coaching from anyone. The associate told me they back bill for services and my initial payment was just for membership. I am not happy. They are now trying to charge a late fee and refuse to cancel the account until they receive a payment. So essentially they are going to run up a tab for services not provided and demand I pay for them? Very poor business practice. I will never work with this company again. Think twice before you do. There are cheaper services and you won't be strong armed for payment.

  

  Business Response

  Date: 09/13/2024

  We started reaching out to the client the same day she filed her complaint on 9/11. We were able to connect with her on 9/13. We appreciate her taking the time to explain in detail the problems she was encountering during the month that she was enrolled in our program. We do try hard to make sure our clients understand our arrears billing when they enroll at Uqual, However, we also understand the amount of information covered during enrollment can at times feel overwhelming and the billing details may not have been retained as well as we had hoped. For this reason, this is why our billing policy is on the very first page of the agreement each client signs and a copy found in their client portal. As a courtesy we have waived Mrs. ******** final payment, and our relationship manager personally offered some free consulting should they need it in the future. From our understanding she has found this resolution satisfactory.

• Initial Complaint

  Date:05/01/2024

  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 associates provided the wrong information which is a credit repairer. Informed to stop making payments on an account. The supervisor ********* stated to me what are you not able to make the account current. What have I been doing with the money I was saving. My credit score has dropped tremendously due to information they provided. He told me that all they can do is credit my account with the membership. He is very unprofessional and he told me there was no one above him that I could speak with.

  

  Business Response

  Date: 05/03/2024

  Our relationship manager spoke with the client on 5/1/2024 and he was very appreciative for the client explaining the problems she was encountering with our program. We offered a resolution that we understand the client has found satisfactory and she will be working closely with our relationship manager while in our program for the time being. 

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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.

  My first report stated: I signed up for Uqual with the promise that they would increase my credit score quickly. It's been three months and they have only been able to increase my score by five points. Waste of money. Then when I try to cancel the program, they make it so difficult that it is almost impossible. No one answers the phone at their offices, and they decided to charge me an additional month after I requested service to be cancelled even though their so-called disputes are not having the promised effect on my credit score. This was not worth the hassle and there are companies that cost MUCH less and do MUCH more. I want the final payment cancelled and not charged to my account. Especially since I told them I need to use the funds to pay off debt faster since their program costs entirely too much to not have made a difference. I don't want them charging me any more and will also be filing a stop payment at my bank. And once I finally got an associate on the phone to cancel, after sending multiple emails and messages, he had the nerve to have a bad attitude with me and provided poor customer service after I had already explained multiple times I didn't want to pay for the program anymore and wasn't seeing any benefit. Second Report: I was convinced to cancel my BBB complaint with the promise of free credit repair from Uqual. They told me that they would not charge me again. I informed them I lost my job, and that I wanted to cancel the program. They told me again that they would not charge me and made it extremely difficult to cancel by continuing to sell me on their program and what they were allegedly doing for my credit (NONE OF WHICH I HAVE SEEN EVIDENCE OF).I was charged $69 on 4/13/2024 WITH NO NOTICE OR WARNING. I AM UNEMPLOYED AND TOLD THEM AS MUCH. I am filing this complaint because they charged my account without authorization AGAIN. Consumers need to be aware of their fraudulent and misleading practices.

  

  Business Response

  Date: 04/19/2024

  This client already filed a previous complaint at the end of last year:  complaint 21067381

  Clearly there is work to be done with once again attempting to resolve this client's issues but it is my understanding a consumer isnt able to file multiple BBB complaints.

  Let me know what is needed from us on our end.

  

  Business Response

  Date: 04/19/2024

  When the client filed her first complaint on 12/28/2023 we immediately reached out and came to a resolution, which the client found satisfactory at that time. We would never ask a client to cancel their BBB complaint in lieu of free service as there is no option for the consumer to delete their complaint once submitted to the BBB; her original complaint can still be publicly viewed.

  
  The resolution the client agreed too outlined how we would be assisting her from January 2024 to April 2024. We sent the resolution to her in writing via email to make sure there would be no confusion moving forward. The resolution outlined that our relationship manager would personally reach out to her on a monthly basis. She was also given the manager's direct contact information in case she had any questions or concerns before our relationship manager reached out for the next update. From January 2024 to April 2024 our relationship manager reached out multiple times each month.

  
  In March 2024, we started losing contact with the client. Even though we tried at varying times of the day; our calls, emails and texts were unsuccessful in reaching the client. It's possible the client is very busy which is why she didn't respond to any of our attempts to reach her. We were shocked when the next communication we received was her reopened BBB complaint on April 15th. We would love the opportunity to resolve the client's concerns. We've attempted reaching out 3 different times since she reopened her complaint and unfortunately have not heard back from her.

  
  We've honored the request in her reopened complaint and have shut her account down with no future billing. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21575803
  
  I am rejecting this response because I have not been refunded the amount charged to my account. I need these funds AS I AM UNEMPLOYED.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/01/2024

  This client already filed a previous complaint at the end of last year:  complaint 21067381
  Clearly there is work to be done with once again attempting to resolve this client's issues but it is my understanding a consumer isn't able to file multiple BBB complaints on the same service.
  Let me know what is needed from us on our end.

  This is my 2nd notice to the BBB regarding this.

   

  

  Business Response

  Date: 05/06/2024

  After our 5th attempt to contact the client on 5/3/2024 via email we have finally heard back from her. We understand, as she has explained multiple times in her responses to the BBB, that she is unemployed and we have been trying to get her a refund as quickly as possible. Part of making sure the refund is quick and successful is confirming with the client if the refund can be made electronically or if a refund check needs to be issued instead. The client explained the reason we have had a difficult time reaching her is because she is traveling abroad.

  We have initiated the refund requested to the client's specifications. She is always welcome to discuss the details of her account when she returns from her travels and we consider this matter, as well as her account, closed

  Customer Answer

  Date: 05/06/2024

   
  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.

  I am indeed unemployed at this time. However, for the record, it needs to be reflected that I am overseas due to a family emergency. My mother had to have emergency surgery in *********

  I did not ignore the company's messages, and as a matter of record I have searched my email and have only one correspondence from Uqual. I am unable to receive phone calls or voicemails due to another issue with my mobile service provider and cannot verify they have attempted to call me.

  
  Sincerely,
  *****************************