Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On Fri, 07-26-24, I applied for a loan through BMGMONEY.com I entered in two wrong items in the field choice for what the application was asking for during the applying process regarding the ** verification and ********** Debit Card/Direct Deposit section. I have tried numerous times on Fri, 07-26-24,& Mon, 07-29-24, to get the issue fixed. The customer service agent that I spoke with today on Mon, 07-29-24, allowed me to correct the ** Verification, but on the Bank direct deposit section I was not allowed to reopen the Plaid portal to link my primary bank institution where the money is supposed to be deposited to electronically. I asked the customer service rep to transfer me to a Underwriter/loan specialist or see if one is a available that I can speak with over the phone in order to have the application status changed so the loan can be approved. BMGMONEY website has different FAQ's listed for problems that can occur, but in the phone call while placing customers on hold it states now it is first come first service anything related to an application for approval. That is misleading. The agent told me 3 to 5 business days but then stated there is not really a timeframe. I have been waiting since Fri, for a decision regarding my application. Other individuals applied after me for the same type of loan and were approved instantly, and some were put in review on Fri, but over the weekend were approved and were given the option to correct any errors. I was not given that option. My application for the loan is being put on the back in some stack of accounts with problems. That is not fair. This company has over 100 plus employees and have adequate amount of staff to handle loans. I need an underwriter/loan specialist to call me and push my application through to the finish. A'lot of consumers don't know of more problems trying to apply for a loan, but if you look on the BBB regarding BMGMONEY there are others in similar situations like me but was the issue really fixedCustomer response
07/31/2024
Cancel the complaint. The issue has been resolved.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When calling and trying to make contact with this business, it is totally impossible. I have attempted several times throughout the month of July 2024, and I am unable to get anyone on the phone. The voice response says, "we are experiencing an unusually high call volume and your expected wait time is longer than 10 minutes!" They also ask you, "if you prefer not to hold on and keep your space in line, you can leave a call back number and the first available representative will get back with you!" The problem with the above statement is: (1) Today is 7/26/2024 and I've attempted several times this month to reach them and today I've been on hold for approximately 02:20:47/ Two hours, twenty minutes and 47 seconds!!!!!!! I've even left my number for a call back and I haven't received one. I need to speak with someone regarding my account and the refund of certain payments!!They need to come up with a better system for customers to be able to reach out to them. This is unfair and ridiculous. Oh, I also sent an email in reference to this concern, and no response.
Business response
07/29/2024
To whom it may concern, we have spoken to the customer as of 7/26/2024 and believe the matter is now resolved.
Best regards,
BMG Money
Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hello, I am filing this complaint because I feel that as a Business, the eligibility requirements should be clear, easily accessible and concise. Also, the representatives,(******* Unknown Last name), that works for the business should be helpful and at least act like they care about the issue that a customer is having. I applied for an emergency loan with BMG Money. I submitted all documents requested and completed the tasks asked of me to complete. On Monday, July 8th 2024, I received an application declination email stating that my application had been denied because of the length of my employment with my employer. I immediately went back to the company' website to view the additional eligibility requirements and saw that it stated that at least One year of employment was required. I called BMG Money's customer service line to speak with an Underwriter but no one ever answered. I made several attempts to speak with someone using the company's chat bot and text options to no avail. Finally I got a hold of and agent by the name of ******* using the companies chat. I explained what happened and she was very dismissive and told me that the. Minimum length of employment required is two years. I advised her that on BMG's faq's page, it says 1 year minimum. ******* then informed me that the length of employment is not located on any of the site and that it only shows up once an application is submitted, but we, the customer cannot see it. I offered to send her a screenshot and she declined. Eligibility requirements should most definitely be visible to all parties. It is not fair to be declined based on an eligibility that I am not able to even see. I kept the screenshot of the 1 year minimum time frame and also screenshots of the conversation with the customer service representative as well.Business response
07/09/2024
To whom it may concern,
We spoke to this customer on 7/9/2024 and now consider this matter closed.
Best regards,
BMG Money
Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 5th, 2024 I tried to refinance my loan. I have never had an issue with refinancing my loan with submitting information to set up allocation payment through my payroll. Now I have to link my work account with there system and I work for state employer who will not give anyone access to employees work accounts. I am not being penalize for this and they will not work with me submitting documents manually to refinance. So it seems at this point I can no longer apply for additional cash because of this recent change. So is this what I get for being a loyal customer in the past to current?Business response
07/09/2024
To whom it may concern,
This issue was resolved on 7/5/2024. We now consider this matter resolved.
Best regards,
BMG Team
Initial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am in a loan and wishing to refinance to a larger loan as they say I have been approved. BMG has my work account information already as I have a loan. I was able to connect my work account easily before but now the truv portal is glitching. It keeps saying my credentials are not correct when they are 100% are. Is there any way to fix this? *** never had this problem before. I see others are having the exact same issue I am having.Business response
07/03/2024
To whom it may concern,
We attempted to contact customer on 7/3/2024 but were unsuccessful. A voicemail message was left for the customer asking to return our call.
Best regards,
BMG Team
Customer response
07/03/2024
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
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account paid and closed. Now they are reporting duplicately on my credit report as themselves and as a financial company who supposedly bought the debt.Business response
06/27/2024
To whom it may concern,
We have attempted to reach the customer at the phone number provided but call went to voicemail. We left a message to have customer return our call.
Best regards,
BMG Team
Customer response
07/01/2024
Complaint: 21906952
I am rejecting this response because:
I have not received a phone call or email or any correspondence from this company or from the debt collector that they sold the debt to that creates the duplicate reporting that is being shown on my credit report.
Sincerely,
*************************Business response
07/02/2024
To whom it may concern,
We attempted to reach the customer again at the phone number provided but call went to voicemail. We left a message to have customer return our call.
Best regards,
BMG Team
Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I applied for a loan with BMG Money on June 23, 2024. After submitting loan application, I was asked several verification questions and to complete verification tasks.One task was to create a split payment with my employer payroll to send 20 dollars to BMG Money. After doing so, I sent verification that this step was completed.A few days later I was sent an email saying my loan was denied due to not receiving documentation (I supplied all documentation that was requested).Today, June 26, 2024, my paycheck shows that 20 dollars was taken out of my check as payment for a loan that I never received. After calling and emailing customer service, I feel like this company is fraudulent. The hold times for customer service is long and they do not have clear instructions on how to get a refund. Please be careful with this company. I am requesting a refund in the most stress free way. You all took my money easy and fast and I would like it returned in the same manner. Thank you.Business response
06/26/2024
To whom it may concern,
We have attempted to reach the customer at the phone number provided but calls have gone to voicemail. We have left multiple messages to have customer return our call.
Best regards,
BMG Team
Customer response
07/01/2024
Better Business Bureau:
Calls were not answered because I was at work. I appreciate BMG emailing me with updates and processing my refund.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
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of ********************** , when i log into the website it says im able to refinance , however when i proceed its say im not eligible . When I researches futher it seems they are not license to offer loan in New york state any longer , Im trying to understand whats going on . If that is the case i feel cusotmers that have loans in this state should receive a formal communication with an valid explanationBusiness response
06/24/2024
To whom it may concern,
We attempted to contact customer on 6/24/2024 but were unsuccessful. A voicemail message was left for the customer.
Best regards,
BMG Team
Initial Complaint
06/17/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
November 3, 2023 I applied and renewed for a loan. I have never had an issue with refinancing my loan with submitting information to set up allocation payment through my payroll. Now I have to link my work account with there system and I work for state employer who will not give anyone access to employees work accounts. I am not being penalize for this and they will not work with me submitting documents manually to refinance. So it seems at this point I can no longer apply for additional cash because of this recent change. So is this what I get for being a loyal customer in the past to current?Business response
06/18/2024
To whom it may concern,
We spoke with the customer on 6/18/2024. The issue has been resolved. We now consider this matter closed.
Best regards,
BMG TeamCustomer response
06/18/2024
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
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to refinance my loan with Bmg money for 6 months now They have refinanced in the past no problems Then they made it mandatory they have to connect to your work system to approve you Then tell you to call your hr knowing it is a violation to have a non government official to log in a government account I have a current loan that pays from my job bi weekly so there is no excuse for having the need to login We also have a verification line they can call They are listing there company as a federal employee loan allotment company yet u can get one now unless u violate your security practice No other options offeredBusiness response
06/12/2024
To whom it may concern,
This issue was resolved on 6/12/2024. We now consider this matter closed.
Best regards,
BMG Team
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
201 total complaints in the last 3 years.
116 complaints closed in the last 12 months.