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:05/27/2023

  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 applied for a mortgage loan from a CalHFA representative and was told that I needed to work on my credit. The Cal HFA representative then referred me to this company, UQual. I was charged ***** on April 28, 2023. I was told it was a monthly charge. Nothing was mentioned about how that was a start up fee, and they bill for the prior month's services. I was also told that the next bill would not be until the first of June, because i explained that was when my next payment period was. Throughout the month, they provided articles to read, no recommendations, and no contact. I did receive notices from 2 credit bureaus stating that someone was trying to access my report, and it looked suspicious, so the attempt was blocked. The notices did mention that if i was using a credit repair company, it was likely them. I called to cancel Uqual's services on May 26, 2023. I was then notified that my next bill would be billed on May 28th, 2023. When I asked why I'm still being billed, they said that they bill for prior month services and that the 79 already paid was for a 'start up fee". This morning, May 27th, 2023, Uqual attempted to bill my card. First of all, nothing was mentioned about billing for prior months services, Second of all, I was told my next bill wouldn't be until the 1st of June. Then I was told it was on May 28th, but in reality, my card was charged on May 27th!

  

  Business Response

  Date: 06/05/2023

  In effort to resolve the issue our client has, our supervisor has tried reaching out a couple of times, as recent as 6/5/2023, but have not gotten a response as of yet. We will keep attempting to the client on multiple platforms and hope she can find some time to call our supervisor directly when she has a chance.

• Initial Complaint

  Date:02/13/2023

  Type:Product 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.

  Was recommended this company by a mortgage broker. Used then for 6 months paying over $500 with nothing happening. Received 1 phone call at the beginning and then nothing. I have been trying to cancel and after 15 minutes on hold was sent to a voice mail box. I feel I was scammed out of my money. Trying to use the call back system does not work either and as soon as you answer they hang up. I feel like I was taken advantage of in a difficult situation trying to trust them for help. I should have gone with my gut and known this was no different than self-disputing on my credit report. I want my billing canceled and if possible a partial refund for their inability to communicatr or provide any meaningful services.

  

  Business Response

  Date: 03/14/2023

  We were able to speak to the client yesterday and talk through the issues.  There was clearly a communications issue on our end and we take full responsibility for that.  In terms of results, we are still investigating what changes occurred and what steps (if any) need to be taken in the future on behalf of this client.  As of yesterday, the client informed us there are no additional requests for resolution on his end at this time.

• Initial Complaint

  Date:08/19/2022

  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.

  On 7/20 I emailed this company to cancel my subscription as it was not being of any use to my credit. I received a response back that they could help with this. The subscription was cancelled however I am unable to access any of my billing statements because they completely lock you out at cancellation. Then on 8/19 I received another charge from this company. when I called the representative about this she went on to give me a speech about arrears and how their billing cycle charges at the end of the month. When I signed up for this product I was told that I could cancel at anytime with no further obligation. They make it extremely difficult to cancel a membership with by not providing a contact number or way to cancel online. You must file a form and wait for a response.

  

  Business Response

  Date: 09/21/2022

  First and foremost we apologize for the delay in response but the email notification from the BBB was sent to an unmanaged inbox by mistake so we were unaware the complaint had even been filed until last night and thus responded late.  As an organization, we strive to provide the very best in member support and always aim to achieve the highest possible outcome for our members. In this particular case, we were able to get in touch with the client and get all matters resolved quickly and fully. The client is extremely goal oriented and after speaking with them, we were able to come to a resolution that aligns with all parties and puts our clients needs above all else. We look forward to continuing to service this client in the future and helping them get one step closer to their goals.