Complaints

This profile includes complaints for Avant, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avant, LLC

  222 Merchandise Mart Plz Ste 900 Chicago, IL 60654-1105

  
• 

  Avant, LLC

  Alabama Service Area Montgomery, AL 36104

• 

  Avant, LLC

  222 Merchandise Mart Plz Ste 900 Chicago, IL 60654-1105

  
• 

  Avant, LLC

  640 N La Salle Dr Ste 535 Chicago, IL 60654-3731

  

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:04/24/2025

  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.

  Hello to whom this concern I have reached out to Avant- about a preapproval regarding a credit card however when I try to apply it shows that Ive applied before or it shows that my social is attached to another profile or email which I have no knowledge of being that I have been a victim of identity theft I am requesting Avant- reach out to me by phone and also process the application on their end to avoid any confusion and remove or disassociate my social from the other persons or people trying to use my information I have been a victim of identity theft and have fraud alerts on all my credit reports and will know if approval or before accepting to reach out to me

  

  Business Response

  Date: 04/30/2025

  Dear  ***** *****,

  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********.

  In your complaint, you indicated that you are having difficulties completing the application process. You explained that it is showing that your Social Security Number is attached to another account, which you are not aware of. You are requesting further assistance regarding this.

  Unfortunately, we are unable to locate an account matching the information in your Better Business Bureau complaint. We advised that you provide further evidence or information we can use to better assist you. Information we can commonly use to find accounts includes first and last name(including middle or maiden names), date of birth, or the last four digits of your Social Security number.

  If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  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:04/22/2025

  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 contacted Avant to request a payoff letter so I could settle my contract and maintain good standing. I overnighted a check for $4,506.60 from the ************************** Trust Account (check #*******. Please see the attached **** Certified signed receipt for verification.I called on April 10, 2025, to check if the payment had been processed and was informed that it had not been accepted. I clarified that the check was signed on April 9, 2025, at 3:26 PM. I followed up again on April 11, 2025, and learned that the check had not been processed because it was escalating.On April 12 and 13, 2025, I received calls from representatives in the collections department who stated that I was late on my payment. I explained, "You have my check for the full payment," but the representative spoke to me in a harassing tone, questioning when the payment was made and how. It felt as though I was being accused of lying. I requested to speak with a manager, but the representative hung up on **** called back and spoke with a young lady who informed me that a supervisor would call me within 24 to 48 hours. I am also in contact with the attorney's office to trace the check and determine whether it has been cashed.The behavior I have experienced from your company has been unprofessional and disrespectful. I have been more focused on ensuring you receive payment than confronting harassment or a lack of respect. I believe more could be done to help locate the check.***** ****** II Account #*******

  

  Business Response

  Date: 04/30/2025

  Dear ***** ******,

  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on August 10, 2024, you were approved for a WebBank-issued Refinanced Installment Loan via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint in which you stated that you obtained a payoff letter and sent a check of $4,506.60 from the ************************** Trust Account (check #*******. You indicated that on April 10, 2025, you inquired about the status of the payment and were informed that it had not yet been processed. You stated that the check was signed on April 9, 2025, at 3:26 PM. Following up on April 11, 2025, you discovered that the check had not been processed due to an escalation. On April 12 and April 13, 2025, you received notifications about being late on your payment. You mentioned that you informed us of the payment's status, but the representative responded in a harassing manner, questioning the timing and method of the payment. You requested to speak with a manager, but reported that the representative disconnected the call. Subsequently, you were told that a supervisor would contact you within 24 to 48 hours. You expressed dissatisfaction with your customer service experience and suggested that more could have been done to track your check. You recommended improvements to the management contact system and the complaint filing process, as well as enhancing the quality of responses from the company. Furthermore, you requested that harassing phone calls cease during investigations of lost funds and that customers be kept informed about the progress of such investigations. You also stated that no late fees should be charged to any customer's account while an investigation is ongoing.

  According to our system, on April 1, 2025, you agreed to pay off your loan through Avant as the servicer for your account. As of the mentioned date, your payoff quote was $4,506.60, and you agreed to make a paper check payment on April 11, 2025. You were informed via an email communication titled Payoff Payment Scheduled, which was sent to the email address on file, ****************** that if you do not complete this payment by the specified payment date or if any of your payments return, you would need to obtain a new payoff quote, as this amount may not satisfy your loan. Our records do not show where a payment was received by this date.

  Further review of your account shows that between April 10, 2025, and April 19, 2025, you contacted our customer support team via phone and email regarding a check payment of $4506.60 that was allegedly signed for on April 9, 2025. During this time, several escalations were made to our accounting team on your behalf with information that could assist us with locating your check; however, no unapplied/unidentified remittance was located to match/apply to your account with the provided information. 

  After reviewing the relevant communications, we found no evidence that any of our representatives acted in a harassing manner. Given that no payment was received on your account by the respective due dates, your account would have had a past due balance, which would prompt collection efforts. Once you complained about this on April 17, 2025, we limited phone communication consents on your account, and no further contact was made. This was also communicated to you via an email titled Avant follow up, which was sent to the email address on file. Nonetheless, you were informed that collection efforts may continue.

  Our investigation into your account has concluded, and we were unable to confirm that any of our specialists disconnected your call. Furthermore, the relevant steps were followed to assist you with locating your check, and you were correctly informed by our team multiple times that we were unable to locate this check.  Please be advised that your loan agreement explicitly states, "If a payment is not paid in full within 10 days after its due date, you will be charged a $25.00 Late Fee.". Accordingly, due to your April 1, 2025, payment not being made within 10 days of the due date, a late fee in the amount of $25.00 was assessed to your account. For your convenience, a copy of your loan agreement was attached for your viewing.

  On April 25, 2025, you obtained another payoff quote of $4,303.69 and agreed to make this payment by April 28, 2025. Subsequently, an ACH payment of $4,303.69 was received by the required date and was applied to your loan account. Your loan (#******** is now paid in full. Kindly note that you will receive a payoff confirmation email within 14 days of the final payment date. 

  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,

  Avant *********************

  Enclosure
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23237012
  
  I am rejecting this response because:
  I have submitted documents of proof by us ************** certified signature of receipt the company received the check along with a copy of the third-party check receipt showing the check number. I also sent a copy of the postal inspector investigation filing after I had been to on multiple times upon calling since 4/9/25, that they were escalating the issue but only called me, threating I was late when I had always been on time and had stated you have a Payoff check in your procession only to be told it could take up to 10 to 14 business days for processing. I continued to contact them to no avail. I called and then sent an email and was told after 14 days, they could not find the check. I contacted my attorney, who issued the check. He stopped payment on the original one, and I then I made a payment to Avant to close out the account. I should have never been charged a late charge or harassing phone calls that I received. However, I have paid off the contract, and I am done and hope they find the check. 
  Sincerely,
  
  ***** ****** Ii

  

  Business Response

  Date: 05/07/2025

  Dear ***** ******,
  

  We are in receipt of your additional feedback with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with our response and your customer experience. 
  

  Thank you for providing further documentation and clarification regarding your payoff payment. We understand your frustration with the delay in locating your initial check and the experience you described with our customer support team. We take your feedback seriously and want to address your concerns.
  

  We acknowledge that you have provided proof of mailing and a copy of the check, indicating it was sent from the ************************** Trust Account on or around April 9, 2025. We want to assure you that the documentation you previously provided was used, and several escalations were made to our accounting team to attempt to locate an unapplied or unidentified payment matching the information you provided. Unfortunately, despite these efforts, no such remittance was found at that time. 
  

  Regarding the communication you received, we want to assure you that it is never our intention to harass our customers. We have reviewed our call logs and email correspondence and, while our previous assessment did not indicate harassment, we will re-examine these interactions in light of your feedback to identify any areas where our communication could have been clearer or more empathetic during a potentially stressful situation.
  

  Concerning the late fee, our records indicate that the initial payoff payment you scheduled for April 11, 2025, was not received within 10 days of the April 1, 2025, quoted payoff date. As outlined in your loan agreement, a late fee of $25.00 is applied in such instances. While we understand your frustration with this fee, given the circumstances, based on the terms of the agreement and the information we had at the time, it was applied according to our policy.
  

  We are, however, committed to thoroughly reviewing the details you've provided about the original check. We will also carefully consider your feedback regarding our customer service interactions and internal processes for handling lost payments and customer complaints. Your experience provides valuable insights for improvement.
  

  We understand that you have since paid off your loan with a subsequent payment, and we acknowledge that your account is now closed. Should you wish to receive an update on the progress of our internal review regarding the original check, please do not hesitate to contact our ********************* directly at ***************************************************************.
  

  Sincerely,
  Avant *********************
  

  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23237012
  
  I am rejecting and disappointed in this response base on the excuse of not returning my late fee when you acknowledge the fact you have received and know of the chek being submitted sent to the office by postal carrier certified and  sign for by your company employee. However BBB can close this case.
  
  Sincerely,
  
  ***** ****** Ii

• Initial Complaint

  Date:04/22/2025

  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.

  In March 2025, Avant reported a 30-day late payment on my credit report, which is inaccurate and the result of their internal processing errornot any fault of my own.On February 14, 2025, I was approved for a hardship payment plan with a reduced payment of $324.42, replacing the original due date of February 24. The first payment was scheduled for March 17. On March 14, I became the victim of account takeover fraud at ******* and had to close my account. That same day, I updated my banking info with Avant to ensure the payment would be made from my new account at UNIFY ********************** Union.Despite this timely update, Avant attempted to withdraw from the closed account, causing a failed transaction. I immediately contacted Avant on March 18 and was assured the payment plan was still active, the correct account was on file, and no negative credit reporting would occur.Weeks later, I was shocked to find a 30-day delinquency reported and the hardship plan canceled. I have since re-enrolled in a new plan, but the damage was ******* someone who oversees credit reporting at a financial institution, I am fully aware of **** requirements. This is a clear instance where derogatory reporting should be removed. I acted promptly, communicated effectively, and relied on inaccurate information provided by Avants representative. The missed payment resulted from a system failure, not negligence.I am requesting Avant immediately remove the 30-day late **** from all credit bureaus and correct their reporting to reflect the accurate status of my account based on the hardship plan.

  

  Business Response

  Date: 05/02/2025

  
  Dear ****** *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********.  We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  On December 1, 2023, you were approved for a WebBank-issued Avant Installment Loan via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.
  
  In your BBB complaint, you state that in March 2025, Avant reported you as 30 days late to the credit bureaus. This is inaccurate and allegedly resulted from Avants internal processing error. On February 14, 2025, you were approved for a hardship payment plan with a reduced payment of $324.42, replacing the original due date of February 24, 2025. The first payment was scheduled for March 17, 2025. On March 14, you became the victim of account takeover fraud at your bank and had to close your account. That same day, you updated your banking info with Avant to ensure the payment would be made from your new account at UNIFY ********************** Union. Despite this update, Avant attempted to withdraw from the closed account, causing a failed transaction. You immediately contacted Avant on March 18, 2025, and were assured the payment plan was still active, the correct account was on file, and no negative credit reporting would occur. You then found a 30-day delinquency reported to the credit bureaus, and the hardship plan was canceled. You have since re-enrolled in a new plan.  You allege that the missed payment resulted from a system failure. You are requesting that Avant remove the 30-day late **** from all credit bureaus and correct the reporting to reflect the accurate status of your loan based on the hardship plan.
  
  You entered into a payment plan on February 14, 2025; an email was sent to the email address on file confirming the following information:
  
  "You are entering into a payment plan with Avant as the servicer of your account and agreeing to make the $324.42 payment in US dollars by the 17th of each month and no later than 10 days after each payment date, beginning on March 17, 2025 and ending on August 17, 2028 for a total plan amount of $13,625.53. Avant expressly reserves the right to terminate this payment arrangement at any time and for any reason. If the trial payment is more than 10 days late, this payment arrangement will terminate, and the monthly installment payment amount and payment schedule under your original underlying Loan Agreement will be reinstated. If applicable, your ********* reinstated payment schedule will extend beyond your original Payment Schedule on a monthly basis on the payment due date and in the installment payment amount set forth in the reinstated payment schedule until your obligations are paid in full, including amounts owing on the final payment due date. The payment plan schedule termination notice will include your  reinstated payment schedule."
  
  On March 14, 2025, you received an email explaining that your payment plan was locked in. Previous emails confirmed that the payment was scheduled to be withdrawn from your account ending in *9703. You updated the bank account information on file via your customer dashboard after the 5:30 PM CST cutoff time to edit payments that were scheduled for the next business day. You did not update any information related to the payment that was already scheduled to be processed. 
  
  All communication from Avant confirmed that the payment would be processed on March 17, 2025, using the bank account ending in *9703.
  
  You called Avant **************** on March 18, 2025, to inquire if the $324.42 payment scheduled for March 17, 2025, was drafted from your bank account ending in *6800, which was the bank account they had updated to. The specialist incorrectly advised you that your payment was drafted from the account ending in *6800. Avant acknowledges that you did not receive the level of customer service ********************** strives to provide and sincerely apologizes for any inconvenience this matter may have caused. This will be used as a coaching opportunity.
  
  You were notified via email on March 18, 2025, that the payment was unsuccessful after your call with customer service. On March 28, 2025, your payment plan was terminated due to not receiving the initial trial payment within ten (10) days of your selected trial payment due date. The terms of your Payment Plan Agreement required that the trial payment be received within ten (10) days of your selected trial payment due date, with a maximum trial due date not more than thirty (30) days beyond the plan creation date. The email informing you of the unsuccessful payment provided you with a reasonable opportunity to make new payment arrangements to fulfill the payment plan. You entered and successfully locked into a new payment plan on April 11, 2025.
  
  After thoroughly reviewing your loan, Avant has found that all information reported to the credit bureaus on behalf of your loan is accurate. Your loan was reported to the credit bureaus as delinquent during the month of March 2025. Avant will be unable to remove any credit reporting. The Fair Credit Reporting Act requires Avant to report fairly and accurately. Avant advises you to contact the individual bureaus, **********, Experian, and Equifax, for more information about how the information reflected in your credit reports impacts your credit score.
  
  Our investigation has concluded, and Avant determined that there were no indications of an internal processing error as claimed in your complaint. As outlined in previous communications, you made changes to your bank account information through your customer dashboard, but this was done after the critical cutoff time of 5:30 PM CST. This timing directly impacted the scheduled payments for the following business day, resulting in the initial payment being returned to Avant by your financial institution with a return code of R03, indicating there were insufficient funds present in the account.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  Sincerely,
  
  Avant *********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/21/2025

  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.

  On 04/19 I was on vacation with my wife and brought just one credit card with me out for drinks. my charge of $29 was declined again. this is two times now that this has happened to me and i have roughly $2,900 in available credit. when i called to ask why this happened the *** who I could barely understand, stated it was due to possibility of fraudulent behavior. Both times in the past 6 months I have tried to use this card this has happened. If I can't use my credit card on vacation because it will be considered fraudulent then what good is it? customer service is strictly reading a sheet and cannot understand ***. I ASKED TO GET TRANSFERRED TO US *** and was told they cannot transfer and i would need to call back same number and try for a different ***. was a joke. will pay this card off and never suggest anyone use this.

  

  Business Response

  Date: 05/02/2025

  
  Dear ****** *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********.  We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  Our records indicate that on January 23, 2020, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.
  
  According to your Better Business Bureau (BBB) complaint, on April 19, 2025, while on vacation, you attempted to make a purchase of $29.00, but your card was declined twice, even though the available credit was $2,900.00. When you called Avant customer service regarding the issues, the specialist provided scripted information that the issue stemmed from a potential fraud alert on the account.
   
  You further mentioned that this happened on more than one occasion in the last six months. The customer experience was unsatisfactory because you could barely understand the specialist. When asked to be transferred to a **** representative, you were declined and were told you need to call back to speak with someone else. You are requesting information on how you can use your card on vacation if the transactions continue to be flagged as fraudulent. You plan to pay off your account and would not recommend the AvantCard to anyone.
  
  Upon receipt of your BBB complaint, your account was escalated to our Fraud Team for further review. 
  
  On April 20, 2025, an email was sent to the email address ************************ titled Request to verify transaction(s) on your Avant Account." This email instructed that you call ************ if you attempted the recent transactions, verify them, and ensure that any blocks on your card are removed.
  
  On April 21, 2025, you contacted Avant customer support to report that you had made several attempts to use your AvantCard for past and present purchases. You confirmed with the specialist that the transaction on April 19, 2025, from ************************** was for  $27.93, and $26.93 indeed belonged to you.
  
  The specialist informed you that your AvantCard declined due to fraud protection, which would automatically block your card. The specialist advised that they could assist you with removing the block on your card. You requested to speak with the specialist in the ***** and the agent informed you that they did not have an option to transfer the call. A subsequent email titled Thank You for Contacting Us about  Your Avant Credit Card "confirmed that your account was recently updated in response to some recently declined transactions. These updates will enable you to use your card for most purchases.
  
  We understand your concerns about receiving support from outside the **** Our global team members are highly trained and share a commitment to providing you with the highest quality of service. Thank you for sharing your thoughts with us. Weve selected our customer service team based on their expertise and dedication to excellence, ensuring that you receive the best support, no matter where it comes from. Avant appreciates your feedback on our customer service. Our international teams allow us to provide you with support around the clock, ensuring that help is always available when you need it.
  
  Please note that customers can notify ********************** that they will be traveling to ensure they do not experience any issues, such as fraud triggers with their card, if they attempt to use it while traveling. 
  
  We have thoroughly reviewed all relevant communication regarding your account and can confirm that it was handled according to company policy. Our investigation concluded your account had one or more purchases that matched known patterns of fraudsters, and we placed a block on the account in order to secure it. After further review, we determined there's no further risk to your account and you are free to start using your card again. As of May 1, 2025, your available credit is $2,214.00.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  This card was stolen around the holidays in 2024. I let Avant know right away. I have received numerous collections calls since then while they took care of the matter. That took months. I am still receiving collections calls for late fees to this day April *******. This has been going on for 4-5 months. I don't owe them anything. I have never used the card. Even If that were the case, after it taking this long to resolve the matter, I would hope they could remove all fees that accrued as a result of them not taking care of this in a timely manner. I want my credit restored as well.

  

  Business Response

  Date: 05/02/2025

  
  Dear ******* *******,
  
  We are in receipt of your complaint with the Better Business Bureau (BBB) Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  On November 2, 2024, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the program's administrator and servicer.
  
  You accepted a $300.00 credit limit with a $39.00 Annual Membership Fee (AMF) and an Annual Percentage Rate (APR) of *****%. On November 2, 2024, your credit card was mailed to the mailing address on file. The Cardmember Agreement, which serves as the contract and details the terms and conditions of your account, was provided in an email titled "Welcome to Your AvantCard," sent on November 4, 2024. As outlined in the Cardmember Agreement, you accepted the terms of this agreement by using your card and not canceling the account within 30 days after the card was sent.
  
  As outlined in the statement, the Annual Membership Fee (AMF) of $39.00 was assessed. Per the terms of the Cardmember Agreement, your first AMF was added to the balance at the end of the first billing period on December 1, 2024. Subsequent **** will be added to the balance at the end of the billing cycle, 12 months after the initial membership fee is charged.
  
  In your complaint, you communicated that your AvantCard was stolen during the holiday season of 2024, and you promptly notified Avant. Following that, you experienced numerous collection calls while Avant worked on resolving the issue, which took several months. As of April 19, 2025, you are still receiving collection calls concerning late fees. This situation has persisted for about 4-5 months. You believe that you do not owe anything since you have never used your AvantCard. Therefore, you are requesting a billing adjustment to waive all fees and to update your account to remove any negative reporting associated with it.
  
  Upon receipt of your BBB complaint, your account was re-escalated to our Fraud team for further review. Avant's review of your account confirmed that on January 6, 2025, you contacted Avant's ************* Team to report seven (7) unauthorized transactions totaling $253.98. As a result, your AvantCard ending in *6824 was deactivated, and a new card ending in *7235 was sent to the mailing address on file, ************************************. This card was subsequently activated on January 25, 2025. The disputed transactions appear on your January 2025 billing statement, which is attached to this response for reference. The transactions are as follows:
  
  December 30, 2024, ******* #**** ******, ** $76.25
  December 28, 2024, KROGER #**** ******, ** $23.96
  December 27, 2024, TACO BUENO #**** ******, ** $8.21
  December 23, 2024, KROGER #**** ******, ** $23.88
  December 21, 2024, WM SUPERCENTER #**** ******, ** $101.23
  December 18, 2024, KROGER #**** DALLA,**** $13.97
  December 18, 2024, POPEYES #**** QPS ****** TX $6.48
  
  On January 7, 2025, a fraud dispute claim with case ID No.1202500700881 was opened and assigned to an analyst, but it was discovered that additional information was needed in order to continue with the fraud investigation. On January 15, 2025, the analyst assigned to your case attempted to contact you at the number on file, ************. The agent was unsuccessful in reaching you by phone, so a message was left, as well as a letter being mailed to the address on file advising you that additional information was needed by January 29, 2025. Avant has no record of you contacting Avant by the above-mentioned date, and your claim was closed on February 5, 2025.
  
  Since Avant did not receive the requested information to continue with your fraudulent transaction dispute, and no payments were made to your account balance, your account was past due, which prompted collection efforts. Avant has no record of you requesting to opt out of receiving phone calls regarding your account. However, upon receipt of your CFPB complaint and clear written request to cease contacting you by telephone, Avant has revoked all call communication on their account effective April 19, 2025.
  
  Avant uses a third party to handle fraudulent transaction disputes. Avant's ************* team is the primary point of contact. On March 11, 2025, you contacted the Avants ************* department and provided the additional information needed. On the same day, your case ID No.1202500700881 was reopened, and provisional credits were applied to your account for all the identified transactions on March 12, 2025. An acknowledgment letter was sent to the mailing address on file. These credits will be reflected on your  April 2025 billing statement.
  
  Please advise that if your fraudulent transaction dispute is resolved in your favor, the temporary credits will become permanent, and all related interest charges will be credited to your account. The fraudulent transaction dispute may take up to ninety (90) days to conclude. However, it is important to note that the temporary credits will be removed if the dispute is not resolved in your favor. 
  
  After further review of your account and the information received, Avant has submitted a request to waive all late fees assessed to your account and associated interest applied to your account between January 27, 2025, and March 27, 2025, which will be reflected on your May 2025 billing statement.
  
  Additionally, Avant submitted a request to remove the late reporting from your account and reflect your account as current/never late. Credit reporting agencies follow their own policies when updating credit reports, and it may take 1-2 weeks for this update to reflect on your  credit report. You can leverage this response as confirmation of these actions taking place.
   
  .
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  Sincerely,
  
  Avant *********************
  
  Enclosure
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  Loan is charging interest on payments made inside of scheduled payments. I started this loan with a payment 5x more than would be due to try to minimize interest. There is no consistency with the interest and common sense would say paying early would result in paying less over time. Not with this loan...I have auto draft set that pulls $196.29 every month. I've made many payments in **** in excess of this paid schedule and ALL still have an interest charge thus making the purpose of paying early obsolete. If the interest for ***** was $xx on the scheduled payment, than why would an extra payment that same month on top of this one charge an extra $58.34? Where is the reduction in Interest? Again, the confusion is, if you already have a preplanned schedule which includes interest built in, why then would an EXTRA payment on top of that have MORE interest deducted than the one that was scheduled? Please make it make sense because this math is not mathing....

  

  Business Response

  Date: 04/30/2025

  Dear ******* *****,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on October 7, 2024, you were approved for a WebBank-issued Installment Loan via the ************* Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, in which you stated that we are charging interest on payments made within scheduled payments. You indicated that you started this loan with a payment five times more than would be due to try to minimize interest. You said that there is no consistency with the interest and that paying more early on should have resulted in you paying less over time. However, this is not the case with us. You wanted an explanation as to why there is no reduction in the interest if additional payments are being received.

  The terms of your Avant Loan were clearly and fully disclosed on Avant's website during the application process and prominently displayed on your Loan Agreement prior to signing electronically. As outlined in your loan agreement,  interest on your loan is calculated using the daily simple interest method at a rate of **********% per day. This means that interest accrues daily on your loan in an amount calculated by multiplying your outstanding principal balance by your daily rate. Your payments are applied first to outstanding fees, if any, then interest, and then principal. 

  Upon receipt of your complaint, a thorough review was conducted regarding your account. We have confirmed that the interest being assessed to your account is being applied and calculated accurately. The payment breakdown you received on April 10, 2025, would have included data showing all interest assessed since your loan disbursement. As a courtesy, we have provided a newly generated payment breakdown in this correspondence, along with a copy of your loan agreement.

  Please be advised that at the beginning of your loan the disbursement of your payment is going to be very interest heavy; however, as your loan matures, that disbursement begins to shift (think of scales gradually changing over time), where your payment is then disbursed heavily towards principal.

  It is important to note that there are cases when an early payment may not save on interest. However, by making early payments or paying off early, you may pay less in interest than what you contractually agreed to.

  We are confident that we comply with all applicable state and federal rules, laws, and regulations. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,

  Avant *********************

  Enclosures

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  Was double charged ****** on April 15th. This overdrew my checking account. I called and they agreed to return my payment. ******* refused their payment and returned my money before they were able to process the return. They (Avant) then charged me a 15 dollar return fee. They refuse to return the 15 dollar charge.

  

  Business Response

  Date: 04/30/2025

  Dear ********* ******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on February 7, 2025, you were approved for a WebBank-issued Avant Installment Loan via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint in which you stated that we double-charged $299.33 on April 15, 2025, which has overdrawn your checking account. You stated that you called, and we agreed to return your payment. However, your bank refused our payment and returned your money before we could process the return. You said we later charged you a $15.00 return fee, which we have refused to return.

  According to our records, on April 9, 2025, you would have received an email reminder to the following address: ************************** informing you that your installment payment of $299.33 would be automatically processed from your bank account ending in 4190 on April 11, 2025. You were further advised that no further action was required from you at the time. However, on April 10, 2025, based on your dashboard activity, you authorized Avant to initiate a one-time electronic transaction of $299.33 from this said bank account.

  On April 11, 2025, you reached out to customer support to report an accidental double payment. They assisted you in submitting a refund request. However, on April 15, 2025, one of the installment payments, amounting to $299.33, was returned with a return code of R01. Consequently, your refund request was not processed. Please be aware that your bank returned the aforementioned payment due to insufficient funds being present in the account to satisfy the payment amount. 

  Per your loan agreement, you will be charged a Dishonored Payment Fee of $15.00 each time a scheduled payment returns. As a result of the returned payment, a $15.00 dishonored payment fee was correctly assessed to your account. For your convenience, a copy of your loan agreement was attached to this correspondence.

  Our investigation into your account has concluded, and we will be unable to refund the $15.00 Insufficient Funds Fee.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,

  Avant *********************
  
  Enclosure
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23220240
  
  I am rejecting this response because:

   

  there has been no response that i can see from the business. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/07/2025

  Dear ********* ******,

  We are in receipt of the additional information you provided to the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with our response to your initial complaint and your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on February 7, 2025, you were approved for a WebBank-issued Avant Installment Loan via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.
  

  In your original complaint, you stated that Avant double-charged you $299.33 on April 15, 2025, overdrawing your checking account. You stated that you called, and we agreed to return your payment. However, your bank refused our payment and returned your money before we could process the return. You said we later charged you a $15.00 return fee, which we have refused to return.
  

  We responded to your concerns on April 30, 2025, and provided you with a copy of your loan agreement. You responded to our response that same day, indicating that we had not responded.
  

  According to our records, on April 10, 2025, based on your dashboard activity, you authorized Avant to initiate a one-time electronic transaction of $299.33 via the bank account on file in addition to the autopay payment set up by you upon approval of your loan application. The details of your autopay were emailed to you, as well as a reminder sent to the email address on file on April 9, 2025. 
  

  On April 11, 2025, you reached out to customer support to report an accidental double payment. They assisted you in submitting a refund request. However, on April 15, 2025, one of the installment payments, amounting to $299.33, was returned with a return code of R01. Consequently, your refund request was not processed. Please be aware that your bank returned the aforementioned payment due to insufficient funds being present in the account to satisfy the payment amount. 
  

  Per your loan agreement, you will be charged a Dishonored Payment Fee of $15.00 each time a scheduled payment returns. As a result of the returned payment, a $15.00 dishonored payment fee was correctly assessed to your account. For your convenience, a copy of your loan agreement was attached to this correspondence.
  

  Our investigation into your account has concluded, and we will be unable to refund the $15.00 Insufficient Funds Fee.
  

  If you are having difficulty reviewing our responses via the IL BBB portal, we recommend you contact their technical support for assistance. 
  

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  

  Sincerely,
  Avant *********************
  Enclosure
  

  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23220240
  
  I am rejecting this response because:

  It is not my fault that you charged me twice and then were too slow to refund my money before the bank took it back because YOU overdrew my account. Then because YOU were too slow to correct the issue YOU caused you then charged me a fee for returned funds that was YOUR FAULT. I should not be penalized because you messed up 2 separate times.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/17/2025

  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.

  On April 13th, 2025, I went to activate the Avant card that I had for a while, but hadn't activated. After attempting on the app, I called into the automated phone system while let me know my activation was successful and that I should remove the sticker from my card before using.On April 16th, 2025, I attempted to use my card for an important transaction I was preparing for days earlier. It was declined. When I called in, about 15 minutes before closing, I was told that my card was not activated and after checking someone it couldn't be activated, as it was over 110 business days old. Upset by the inconsistencies I asked to speak to a manager. This was about 7:51 PM PT (9 minutes before closing).For the next 25 minutes the representative attempted to get a manager, while regularly asking if I wanted to have someone call me back. I said no and requested to wait. Finally, the representative said they were closed and there was no manager available (which is something I warned her not to try), at which point I let her know that I knew someone was listen and coaching at that moment. I then proceeded to ask how she knew about the 110 days so quickly and she said her manager had told her 30 seconds before she told me no manager was available. After pointing out this contradiction in her story a manager magically became available within 30 seconds. The manager came on and let me know that they couldn't fix my card and they could not expedite a new one (it would take ***** business days). Right at that moment, I canceled my account. With that said, the resolution I am seeking is for everyone that uses Avant to be able to rely on an IVR that gives a truthful depiction of their account status. When I called in to activate my card, it should have stated that I would need to get a new one. This would have save everyone time and energy. Until this is corrected in Avant system I would recommend this not be seen as resolved by BBB. Thanks.

  

  Business Response

  Date: 04/30/2025

  Dear ******* *********,

  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on June 28, 2019, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint in which you stated that on April 13, 2025, you tried to activate your card, which you had for a while, but had difficulties doing so; however, upon contacting the automated phone system, you were advised that card activation was successful. However, when you tried to use the card on April 16, 2025, it was declined. You explained that upon contacting customer support, you were told that the card had not been activated and could not be activated due to the delay in your request. You requested to speak with a supervisor and had to wait for a considerable amount of time. Although you were offered a callback, you chose to wait instead. You were informed that the office was about to close, and no manager was available. When you inquired about how the information regarding your card's status was obtained so quickly, you were told that a supervisor had provided it. Yet, the specialist informed you that no supervisor was present. Shortly thereafter, a manager came on the line advising you that the card could not be fixed and that a new one could not be expedited. Consequently, you decided to cancel your account, expressing your dissatisfaction with the reliability of our IVR system.

  Upon receipt of your complaint, we thoroughly reviewed your account. We sincerely apologize for any information that you may have been provided during your interaction with our IVR System on April 13, 2025. At this time, we are not able to confirm what may have transpired. However, our records do not show that your AvantCard ending in ***** was activated successfully through the mentioned activation channel. 

  According to our records, your last AvantCard was issued on April 30, 2023. Given the date you attempted to activate your card, it would have been over 110 days. Please note that customers are allowed a period of 110 days to activate their card. If the card is not activated within this timeframe, a new card will need to be issued.

  After reviewing the relevant communication on April 16, 2025, our specialist would have followed all required procedures in locating a supervisor. It is important to note that escalated calls are addressed in the order they are received, and at the time of your inquiry, our supervisors were likely occupied with other customers. However, this does not impede a supervisor's capacity to offer support to agents concerning general account information. 

  Please be advised that any issued AvantCard can take anywhere from ***** business days to be delivered. In some cases, customers may receive their card sooner than this allotted time frame. We sincerely apologize for the inability to expedite a new card and for any inconvenience this may have caused.

  Following the closure of your account on April 16, 2025, the unused portion of your annual fee was credited to your account. Kindly note that a refund request in the amount of $7.25 was submitted on your behalf, and a refund will be issued to your bank account ending in ***** upon completion. Please allow 1-3 business days from the approval date for this to be processed by your bank. If this bank account is no longer active, a check will be issued to the address listed on file.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,

  Avant *********************
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23218822
  
  I am rejecting this response because:

  Avant has neither confirmed nor denied that there is an issue with their system.  Until this is looked into more fully, I would not consider the issue as closed, as it may lead to others having the same issues.  In their reply, this firm is simply trying to ignore the issue, while also keeping their BBB rating intact.  Imagine if this happens to someone in a major emergency.  If not resolved, this could have dire consequences which the BBB could have kept from happening.  
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/07/2025

  Dear ******* *********,
  

  We are in receipt of the additional feedback you provided to the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with our response and your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  

  Thank you for your further feedback. We understand that you are concerned about a potential issue with our card activation system and the information provided by our IVR, and that you believe this could impact other customers.
  

  While our initial review focused on the specifics of your experience and did not identify a widespread system issue, your experience has highlighted a potential discrepancy between the information provided during the activation process and the actual status of the card. We recognize the frustration this inconsistency caused.
  

  We have forwarded your feedback to the relevant internal teams for further review of our card activation process and IVR system. This will help us identify any potential inconsistencies and ensure a more seamless and accurate experience for all our customers in the future.
  

  We appreciate you bringing this potential issue to our attention, as it provides valuable insights for improving our services and the reliability of our systems.
  

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  

  Sincerely,
  Avant *********************
  
  
  

  
  

  Customer Answer

  Date: 05/08/2025

   
  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:04/17/2025

  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.

  To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with ******************** LLC/WEB BANK Account number: ******** Account balance: $398.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my ********************** reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  

  Business Response

  Date: 04/29/2025

  Dear ***** Jeannette ****************** are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on July 31, 2023, an application with your information was initiated for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint in which you expressed concern regarding the Avant account, which was opened in your name without your knowledge, consent, or authorization. You are expecting immediate action to rectify this issue and have it removed from your credit report. You have also indicated that you have attached documents to support your case.

  Upon receipt of your Better Business Bureau complaint (ID#********* and the attached documents, your account was forwarded to our **************** for further review and investigation.

  Please be advised that Avant has been able to locate an account in your name (CUSTOMER ID: **********. It is important to note that the application in question has been approved, and a credit card has been issued. An inquiry may have been initiated by WebBank and Avant into your credit profile. Inquiries can affect your credit score and are visible to third parties viewing your credit report.

  The Fraud Team investigation into this account has concluded that there is not sufficient evidence to support that this application was submitted falsely, and we are unable to remove the inquiry and tradeline at this time. Without additional supporting evidence, this case will remain closed. In order to reopen the case, we recommend taking the following steps:

  1. Print and complete the attached Identity Theft Victims Complaint and Affidavit (Affidavit). The Affidavit should explicitly mention Avant. The Affidavit (item 22 on page H-6) should be witnessed by a Notary Public. In addition to the completed Affidavit, we request that you also file a Law Enforcement Report, described in item 20 on page H-5 of the Affidavit, or an IC3 referral form. The law enforcement Report or IC3 referral form should explicitly reference Avant. Filing a false Law Enforcement Report may result in criminal prosecution with penalties up to a felony conviction.

  
  2. Please deliver the Affidavit, Law Enforcement Report or IC3 referral form and any other supporting evidence of identity theft you may have to Avant via email, fax, or mail.

  Email:
  ********************************************************
  Fax:
  ************
  Mail:
  Avant, LLC
  ATTN: ****************
  **************************************************************************
  *****************

  Upon receipt of documents in good standing as outlined above, Avant will begin the process of notifying the appropriate credit bureau(s) to remove the credit inquiry and associated credit history from your credit report. Without the completed and notarized Affidavit and Law Enforcement Report/IC3 referral form filed in connection with the identity theft claim, Avant does not have sufficient evidence to support a claim of identity theft and will not be able to remove the inquiry and tradeline.

  The IC3 referral form stands for ******************************** This is a governmental online service administered by the *** that allows an individual who believes they are a victim of identity theft to file an online complaint. As internet crime complaints are reported online, the data is compiled. The complaints are researched by trained analysts, and the information is dispersed to the appropriate local, state, or federal regulatory agencies. The IC3 referral form can be filed and used in place of the Law Enforcement Report. The IC3 referral form can be found at *******************************.
  Please contact us at 1-855-AVANTCARD and reference the Customer ID above with any additional questions or concerns.
  
  As their investigation did not discover sufficient evidence to support the identity theft claim, and sufficient supporting evidence has not been submitted, collection efforts may continue.

  Additional information regarding identity theft may be found at the ************************ website: ******************. Fraud alerts can help prevent further cases of identity theft. If you have not already done so, you may request the nationwide consumer reporting companies to place a fraud alert on your credit report. They may be contacted at:

  Equifax: **************; **********************
  Experian: **************; ***********************
  TransUnion: **************; *************************

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  Enclosure

• Initial Complaint

  Date:04/15/2025

  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 have an account with this company that was charged off. I've been trying to reach a settlement with them but every time I call their customer service number they tell me that they cannot offer a settlement amount because my account is a bankruptcy. I had originally filed this account under a chapter 7 bankruptcy but this was dismissed by the court. The customer service agent that there were some codes on the account that needed to be removed in order for her to be able to offer me a settlement. She stated that it would take a couple of days. Since then every time I call every customer service agent seems unaware on how to fix the issue. I would like to offer a $250 payment to settle this account in full and for this item to be removed by credit report.

  

  Business Response

  Date: 04/29/2025

  Dear ****** ******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on December 1, 2022, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint in which you stated that your account was charged off, and you have been trying to reach a settlement with us, but every time you call our customer service number, you are told that one cannot be offered because your account is shown as bankrupt. You explained that you had originally filed this account under a Chapter 7 bankruptcy, but the court dismissed this. You went on to say that you were advised that there were codes on the account that needed to be removed in order for us to offer you a settlement, which would take a couple of days. However, since then, every time you call our agents, they seem unaware of how to fix the issue. You said that you would like to offer a $250.00 payment to settle the account and have this item removed from your credit report.

  Our documentation indicates that we received materials notifying us of the initiation of a Chapter 13 Bankruptcy case. This was subsequently confirmed on your account on May 17, 2023. However, further review of your account shows that your bankruptcy case was updated to a Chapter 7 Bankruptcy with an effective date of May 11, 2023, but was later dismissed in December 2023.

  Upon receipt of your complaint, a thorough review of your account was conducted. It was noted between September 19, 2024, and March 26, 2025, following your interactions with our specialists, that no option for a settlement was available to you, at the time.  

  On April 9, 2025, when you contacted customer support, you were informed that there were codes on your account that needed to be removed. You were advised that an escalation would be submitted on your behalf, which would possibly allow for your eligibility for a settlement. In your follow-ups to us concerning the matter, you were either informed that your account was already escalated, or whilst reviewing your account, your calls would end prematurely with our specialists. 

  It is important to note that we do not remove such indicators even after a bankruptcy dismissal. Nonetheless, as an exception, we had these removed on April 16, 2025, to allow for a settlement option to be provided to you. We have also taken the relevant actions regarding any misleading communication you may have been provided during your contact with us on April 9, 2025, pertaining to the removal of such indicators.

  According to our records, on April 17, 2025, we were again contacted regarding a settlement, and you were assisted with having one created. Information concerning this settlement was emailed to the following email address: ******************* with the subject line AvantCard Settlement Agreement, where you agreed to make a settlement payment of $397.00, on April 18, 2025. On April 19, 2025, you successfully fulfilled your obligations under the settlement agreement for your Avant-branded credit card.

  Unless any of your payments are returned, after 14 days this Settlement Agreement settles finally and forever any and all claims, liability and damages of any kind, known or unknown, between you and Avant, LLC as the servicer for your account for any nature whatsoever, in contract, tort or otherwise, except for the enforcement of this Settlement Agreement.

  Please note, the fact that your credit card outstanding balance has been settled will be reported to the credit bureaus after 14 days. Please be advised that there may be a delay in seeing recent account activity reflected on your credit reports.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  ****** ******