Business Profile

Consumer Finance Companies

Avant, LLC

Complaints

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

Customer Complaints Summary

1,220 total complaints in the last 3 years.
307 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/16/2022
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 was notified on 2 occasions about a hard inquiry and that a credit card was issued by Webbank/Avant. I have never heard of this company nor have I applied for any lines of credit. I would like to formally file a complaint against this company and fix any damage that *** or *** not have been done to my credit. If this is a result of identity theft, it must be resolved.
Business Response
Date: 06/20/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

Our records indicate that on May 1, 2022, an application with your information was approved for a WebBank-issued credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program.

As we take allegations of fraud seriously, this matter was forwarded to our **************** on May 23, 2022, for further investigation.

Please note that our investigation is now complete as Avant has received sufficient evidence to determine this was a true fraud event. Rest assured your card was closed on May 26, 2022, and we have begun the process to remove the hard inquiry and tradeline for this account. Please be advised that the credit reporting agencies follow their own policies when updating credit reports and it may take anywhere from 1-2 weeks for this update to reflect on your credit reports.

Additional information regarding identity theft may be found at the ************************ website: http://www.ftc.gov. 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: **************; http://www.equifax.com
Experian: **************; http://www.experian.com
TransUnion: **************; http://www.transunion.com

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

Customer Answer
Date: 06/27/2022

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 as long as any and all WebBank/Avant accounts are removed entirely from all of my credit reports.

Sincerely,

*************************
Initial Complaint
Date:06/16/2022
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.
I had my new Avant card stolen in the mail and found out after receiving an email that my phone number had been changed with this bank. After calling in, I was told that $573 in transactions were pending and disputed them as fraud. The agent said that there would be up to a five business day wait to hear back.Twice, I've called back and been told the thief's phone number was again on my account instead of mine, including on the fraud callback number. Days more have passed and no one has contacted me. I've called every listed number for every department at Avant and no one can help because they're just in call centers that service multiple banks and/or have no power to do anything with transactions. After speaking to nearly a dozen employees and asking for ways to contact the actual company or legal department, I've been told that the fraud department now has ten business days to even accept and begin investigating disputes.After having done business with many banks over the past couple decades, I'm honestly shocked enough to come and write a report for the first time ever. Fraud, in my experience, is usually taken very seriously and dealt with either 24x7x365, or at worst the next business day when using shoddier banks. In this case, however, I keep having agents seem surprised when I say every transaction is disputed, and there's no temporary credits, reversal attempts, or other clear indication that I won't be charged imminently. I've just had to remove my bank account from AutoPay at this point.
Business Response
Date: 06/24/2022
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 our customers and take all feedback seriously.
According to our records, on May 22, 2022, you were approved for a WebBank-issued credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program.
Following your AvantCard being approved, on June 4, 2022, we received notification that your card was lost. Accordingly, as we take allegations of fraud seriously, your account was promptly escalated to our **************** for the matter to be investigated.
Kindly note, that it can take up to 10 business days for a Fraud Analyst to be assigned to your case; however if additional information is needed this timeframe can be extended. During the investigation, a temporary credit will be applied to all the identified transactions, and if the investigation is concluded in your favor, these credits will become permanent. Kindly note that the fraud dispute process *** take up to 90 days to conclude.
Additionally, we would like to advise that on June 23, 2022, a request to have your account information updated has been submitted. We apologize for any inconvenience you *** have experienced.
Here at Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or comments, please contact the Avant ********************* directly at *************************************.
Sincerely,
Avant *********************
222 *******************************., Ste. 1600
*******, ** 60601
E-mail: ***********************************
Initial Complaint
Date:06/16/2022
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 or about 5/18/22, I was alerted by my credit monitoring service that someone unbeknownst to me submitted a fraudulent application to WebBank/avant LLC applying for misc finance attempting to identify as me. This action caused a HARDPULL on my TransUnion credit profile. I have called and emailed WebBank/Avant on numeorus occassions starting on 5/18/22-at 10;30am and spoke to Representative Romario G, 5/19/22 at 9;52am and spoke to Representatives ******* and ******* on recorded line, 5/27/22 at 10;59am and spoke to representative Daisy, 6/6/22 at 12;02pm and spoke to representative Bren and 6/16/22. I have also emailed their ********************************** ************ which was suppose to reach out to me with an Id theft affidavit within 5-7 business days after the occurrence on 5/18/22. I have not heard from that department at all.This is 30days later. I would like the Hard Inquirty on my credit report removed because I did not authorize WebBank/Avant to pull my credit file. On the date that WebBank performed the credit check I had an IDtheft alert on my credit file and i am suppose to be notified by any institution that wants to run my credit before they do so to make sure that it is me. WebBank/avant did not reach out to me for verification.
Business Response
Date: 06/24/2022
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 in providing excellent service to all of our customers and take all feedback seriously.
According to our records, on May 18 2022, an application for a WebBank issued credit card was submitted with your information via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program. credit. Based on the information you provided, it was determined that you did not qualify for a WebBank product at this time.
We take allegations of fraud very seriously here at Avant. Please be advised that our **************** will send you an Identity Theft Affidavit within 5-7 business days of the date the request was received. You will receive notification via email, at which point the enclosed Identity Theft Affidavit must be completed.
As a matter of policy, Avant conducts an independent investigation into all escalated fraud cases, however, they also ask for additional documentation that is sometimes needed to supplement the initial investigation. In addition to completing the Affidavit, we also request that you provide any evidence that you may have regarding your identity theft to ********************************** to assist with the investigation. Note that without the completed and notarized Identity Theft Affidavit and Law Enforcement Report and/or IC3 referral form filed in connection with the identity theft claim, further action cannot be taken.

The IC3 referral form stands for Internet *********************** 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 http://www.ic3.gov/default.aspx. Additionally, a copy of the Id Theft Affidavit is attached to this response for your convenience. As a reminder, these documents can be sent to Avant via email, fax, or mail.

Email: ********************************
Fax: ************
Mail:
Avant, LLC
ATTN: ****************
222 *******************************., Ste. 1600
*******, ** 60601

Please note that Avant is unable to investigate your claim without first receiving the completed documentation previously mentioned. Kindly note 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:06/16/2022
Type:Sales and Advertising 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 june 15 2022 I noticed that Avant had put a hard hit inquiry on my credit report. I had never spoken to this company nor permitted any inquiry into my finances. This hard hit was put on may 19 2022. I froze my credit report and emailed avant. I received a generic response from them that someone would look into this on june 16. After noticing the hundreds of complaints on BBB concerning this same scam I wanted to include my problem.
Business Response
Date: 06/22/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

According to our records, on May 19, 2022, an application for a WebBank issued credit card was submitted with your information via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program. credit. Based on the information provided, the credit card application was approved on the same day.

As we take allegations of fraud seriously, upon receipt of your BBB complaint this matter was forwarded to our **************** for further investigation.

As a matter of policy, Avant conducts an independent investigation into all escalated fraud cases.
Please note that our investigation is now complete as Avant has received additional evidence to determine this was a true fraud event. No additional documentation is needed. Rest assured the Avant credit card account was closed on June 2, 2022, and we have begun the process to remove the hard inquiry and tradeline for this account. Please be advised that the credit reporting agencies follow their own policies when updating credit reports and it may take anywhere from 1-2 weeks for this update to reflect on their credit reports.

Additional information regarding identity theft may be found at the ************************ website: http://www.ftc.gov. 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: **************; http://www.equifax.com
Experian: **************; http://www.experian.com
TransUnion: **************; http://www.transunion.com

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

Customer Answer
Date: 06/25/2022

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:06/15/2022
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.
Avant- has allowed someone to open an account in my name without full proof of identification. I have tried contacting them about it and they will not give me any response.
Business Response
Date: 06/22/2022
Dear *************************,

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

Our records indicate that on June 11, 2022, we received an application with your information for a WebBank installment loan via the Avant Platform. WebBank is the credit issuer for the Avant Platform, a closed-end installment loan program, where Avant operates as the administrator and servicer of the program.

As we take allegations of fraud seriously, upon receipt of your BBB complaint this matter was forwarded to our **************** on June 21, 2022, for further investigation. Accordingly, we will be sending you an email to the address provided in your BBB complaint that will have you will find an ** Theft Affidavit that will be sent via email to the address provided in your BBB complaint. Please complete the ** Theft Affidavit according to the instructions and ensure the form is signed and notarized before returning.

1. The Affidavit should explicitly mention Avant, and your signature (item 22 on page H-6) should be witnessed by a Notary Public.

2. Alternatively, instead of completing the ** Theft Affidavit you may also a Law Enforcement Report 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. The IC3 referral form stands for Internet *********************** 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 http://www.ic3.gov/default.aspx.

2. Please deliver the Affidavit, Law Enforcement Report or IC3 referral form to Avant via email, fax or mail.

Email: ********************************
Fax: ************
Mail:
Avant, LLC
ATTN: ****************
222 *******************************., Ste. 1600
*******, ** 60601

Upon receipt of one of the completed aforementioned documents, Avant will begin the process of notifying the appropriate credit bureau(s) to remove the credit inquiry from your credit report, otherwise Avant will not be able to remove the inquiry and tradeline.

Additional information regarding identity theft may be found at the ************************ website: http://www.ftc.gov. 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: **************; http://www.equifax.com
Experian: **************; http://www.experian.com
TransUnion: **************; http://www.transunion.com

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:06/15/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i dont even know where to begin. this company is a scam. applied for a 4k dollar loan on their website. i was conditionally approved but the application was still under review. i called at least 5 or more times to talk to them about the next steps. they told me they had to end the call and call me back to finish the application process. i kept calling and they said they would call me back after the calls ended. to no avail, nothing. i emailed them about this and no response. just a company that needs to be shut down
Business Response
Date: 06/16/2022
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 our customers and take all feedback seriously.

Our records indicate that, on June 15,2022, you applied for an 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.

During this process, your information was accessed upon obtaining consent to access your credit report for underwriting purposes, as well as consent regarding your access to electronic communications. Please be advised that a soft credit inquiry was conducted when checking available rates and terms. A soft inquiry will not affect your FICO score and is not visible to other creditors. However, upon review, the application was submitted for final review and a hard inquiry was conducted. Accordingly, we are unable to remove this hard credit inquiry from your credit report.

Here at Avant, the credit inquiry process includes certain verification checks to confirm your identity and guard against fraud. We take our commitment to preventing identity theft and fraud very seriously.

As a matter of policy, we rely on the information provided by TransUnion. If you have any questions regarding your credit report, you should contact ************** at ************************************************************************, Telephone: ************.

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 *********************
Customer Answer
Date: 06/21/2022

Complaint: 17432509

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 06/22/2022
they knew my current phone number because i kept telling them. and yet they still would not call me back
Initial Complaint
Date:06/15/2022
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.
I applied and got approved for this credit card on April 9th. I am cautious with my social but decided to try this company. Never received the card!! waited 10 business days and nothing. I called several times to inquire. the first time they suggested I wait 15 business days. Still no card! I locked the account when I got approved being cautious of theft. So I called again and asked to be issued another card. They needed me to unlock it so they can cxl and issue another. so after waiting a day, I went online to lock the new card because at this time I am unsure if it was being intercepted or stolen. (although I received other cards just fine) Today is June 15th and I still haven't received the new card! I feel as though this company,for whatever reason, never sent either card at this point. in this time I received a new debit as well as a replacement for another card so I'm am now positive it's not my mail carrier. I allowed this company to run my credit and recieved nothing. I called again about the new card and was told to wait yet again. it is now, as stated above JUNE 15TH!! I feel I want to cxl, but it will look as though I closed an account and affect my credit. I would like to either recieve the card OR cxl and have the entire inquiry/ hard pull removed
Business Response
Date: 06/23/2022
Dear ***** Lonesome,

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.

According to our records, on April 8, 2022, you were approved for a WebBank credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, and Avant operates as the administrator and servicer of the program.

As requested, we have conducted a thorough review of your account, as well as all relevant correspondence records. Our records indicate that on April 8, 2022, shortly after your application was approved, your AvantCard account was locked at your request. Due to the lock placed on your account, a hold was automatically placed on the issuance of your AvantCard and one was not issued to the mailing address on file.

Subsequently, on April 30, 2022, you spoke with a member of our customer support team and stated that you had not received your AvantCard yet. During this call, you were advised that in order to reissue a card to you, you must also unlock your account, and your account was unlocked accordingly. However, please note that your AvantCard account was locked again on Monday, May 1, 2022, which placed a new hold on the issuance of your card.

We sincerely apologize for any inconvenience this matter may have caused, however, we will be unable to create and issue an AvantCard to you while your AvantCard account remains locked. If you still wish you receive your AvantCard, we ask that you please unlock your AvantCard and reach out to our friendly customer support team by phone at ************** who will be happy to provide their assistance.

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:06/14/2022
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.
Last Sunday I used my credit card and it was denied. The account is in good standing. I called the company to get clarity to the reason it declined a charge I was tole there account is on temporary hold. There was no card, letter ot any notif8catuon to the reason the card is on a temporary hold.i have not filed any fraud charges
Business Response
Date: 06/17/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

You are aware of, on February 19, 2022, an application for a WebBank issued credit card was submitted with your information via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program. credit. Based on the information provided, the credit card application was approved on the same day.

According to our records on June 13, 2022, you contacted a member of our Customer Support team regarding declined transactions on your account. Upon receiving notification of your decline, we advised that this transaction was declined due to a fraud alert being placed on your card, which resulted in a block being placed on your Avant Card. Please be advised that we take our commitment to preventing identity theft and fraud very seriously and due to that fact, some transactions may be declined. In most cases, our customer support team is able to confirm the transaction(s) were initiated by you and immediately release the hold on your card for use. If they are unable to do so, further escalation may take 1-2 business days.

Please note that our records confirm that a request to have this block removed was promptly submitted on June 14, 2022, and the fraud block placed on your account has successfully been removed.

Additionally, Avant did not restrict communication from you or any customer for any reason. Kindly note 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. However, if you would like to reach a member of our Customer Support team, please do not hesitate to contact us at *************************************** or **************.

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 *********************
Customer Answer
Date: 06/21/2022

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:06/13/2022
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.
On 05/06/22 I identified an unauthorized hard inquiry on my credit report by a company named WebBank Avant/ Avant *****************************************************************************************. I immediately contacted them at ************** and asked why they pulled my credit without my authorization at which time they stated that someone had opened an account with them using my information. They also stated that the account had not been funded. After a series of questions they stated that their **************** would be handling this case and that they would be in touch with me in a few days. I waited a week before calling them to find out what was happening and got nothing but poor excuses. On 05/16/22 I received an Identity Theft Victims Complaint and Affidavit in which I immediately completed with a Law **************************** Upon completion I emailed it back to them at ******************************** per their instructions. On 05/19/22 I contacted them again to ensure that they had received the Complaint and they refused to tell me anything!! also refused to tell me that they had received it even after they verified my identity, They were acting very suspicious so I went to the BBB ******* Website and looked up the Company and was horrified to find multiple issues with this company EXACTLY like mine. On May 26 2022 I received an Email From Avant Dear *****Thank you for providing the information required to close your identity theft investigation. Accordingly, we have contacted the appropriate credit bureau(s) to remove our credit inquiry due to identity theft. It may take anywhere from 1-2 weeks for this update to reflect on your credit reports. If you have any further questions or concerns, please email ************************************* So I waited 2 weeks and contacted the credit reporting agencies to find out that this company had not contacted them about this matter in any way!!! I want this illegal unauthorized credit inquiry removed. I have also notified the *************************************
Business Response
Date: 06/20/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

Our records indicate that on May 6, 2022, an application with your information was approved for a WebBank-issued credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program.

As we take allegations of fraud seriously, following your conversation with our agent this matter was forwarded to our **************** on May 6, 2022, for further investigation.

As a matter of policy, Avant conducts an independent investigation into all escalated fraud cases, however, we *** also ask for additional documentation that is sometimes needed to supplement our initial investigation. Accordingly, on May 16, 2022, an email was sent to you at the email address provided with their complaint, requesting that they complete the attached Identity Theft Affidavit as well as provide a Law Enforcement Report or IC3 Referral Form and any other supporting evidence that *** aid in the investigation. Early receipt of this documentation can speed up the investigation process to settle the account as fraudulent.

Please note that our independent investigation is now complete. No additional documentation is needed from you related to this investigation. Avant has received sufficient evidence to determine this was a true fraud event. Rest assured that the application was not approved, and as of May 25, 2022, we have begun the process to remove the hard inquiry for this account.

As previously advised, the credit reporting agencies follow their own policies when updating credit reports and it *** take anywhere from 1-2 weeks for this update to reflect on your credit reports. Kindly note, if youre using a 3rd party program such as Credit Karma to check your credit, these companies as well have their own policies for updating your credit report and can an additional 1-2 weeks following an update from the credit reporting agencies. Unfortunately, we can only submit the request to remove the hard credit inquiry from your account, but can not control how quickly the credit bureaus update your credit report.

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

Equifax: **************; http://www.equifax.com
Experian: **************; http://www.experian.com
TransUnion: **************; http://www.transunion.com

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 *********************
Customer Answer
Date: 06/21/2022

Complaint: 17422229

I am rejecting this response because: I have contacted the credit reporting agencies again today and verified that Avant LLC has NOT contacted them about this this matter in any way fashion or form. Until all the information involved with this "Company" has been removed from my credit report, I will not accept their response.

Sincerely,

*******************
Business Response
Date: 06/30/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

Our records indicate that on May 9, 2022, an application with your information was approved for a WebBank issued credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program.

Upon receiving your rebuttal from the BBB informing us that you contacted the credit reporting agencies and was informed that Avant LLC has not contacted them in regard to removing the hard credit inquiry from your report, we conducted a review of your account and all actions that have taken place on it.

Unfortunately, after completely our investigation we can confirm that we had not submitted a request to remove the hard credit inquiry from your credit report. However, we have escalated this matter and have submitted a request to have the hard inquiry removed from your account. Please be advised that the 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 reports.

We sincerely apologize for the frustration and inconvenience this has caused you.

We hope that this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent, customer-focused experience. If you have any additional questions or comments, please contact Customer Support at ************** and we will promptly address your concerns. We appreciate the opportunity to serve you.

Sincerely,
AvantCard
Customer Answer
Date: 07/07/2022

Complaint: 17422229

I am rejecting this response because: First of all, the Date was May 06, 2022, and Avant LLC ensured me at that time that the fraudulent account had not been funded and would not be. Now your records show a WebBank credit card was Approved using my personal information when the address given was not even my correct address on May 09, 2022. Now after another Investigation youve confirmed that no request had been submitted to the credit reporting agencies, and that this matter has been escalated to have the inquiry removed, Unfortunately I have no confidence that anything that Avant LLC. Or its employees have stated to me has been factual. And as I stated previously, Until all the information involved with this "Company" has been removed from my credit report, I will not accept their response.

Sincerely,

*******************
Business Response
Date: 07/15/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

Our records indicate that on May 9, 2022, an application with your information was rejected for a WebBank issued credit card via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program.

Upon receiving your rebuttal from the Better Business Bureau, we have once more investigated into your account and unfortunately, we can confirm that you were provided incorrect information that an AvantCard was approved. We have taken the steps to prevent this from happening in the future and sincerely apologize for the frustration this has caused you.

In addition, on July 12, 2022, we received confirmation from Transunion that the removal of your hard credit inquiry was successful. Please be advised that the 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 reports. In addition, if you use a 3rd party site to monitor your credit information such as Credit Karma, they too have their own policies when updating their information.

We sincerely apologize for the frustration and inconvenience this has caused you.

We hope that this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent, customer-focused experience. If you have any additional questions or comments, please contact Customer Support at ************** and we will promptly address your concerns. We appreciate the opportunity to serve you.

Sincerely,
AvantCard

Customer Answer
Date: 07/19/2022

Complaint: 17422229

I am rejecting this response because: And once again this company has LIED as I immediately contacted Transunion after receiving this message on 7-18-22. Transunion states that there was no such communication about this matter on July 12, 2022, or any other date, and Avant LLC has not contacted them about this matter as they assign every communication a correspondence number. I Have now escalated this matter to the Illinois State ************************** And as I stated previously, UNTIL ALL INFORMATION INVOLVED WITH THIS COMPANY HAS BEEN REMOVED FROM MY CREDIT REPORT, I WILL NOT ACCEPT THE RESPONSE

Sincerely,

*******************
Business Response
Date: 07/27/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

As previously advised, we received confirmation from Transunion that the removal of your hard credit inquiry was successful on July 12, 2022. In addition, upon receiving your Better Business Rebuttal, we have confirmed that this information is still accurate.

Please be advised that the 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 reports. In addition, if you use a 3rd party site to monitor your credit information such as Credit Karma, they too have their own policies when updating their information.

We hope that this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent, customer-focused experience. If you have any additional questions or comments, please contact Customer Support at ************** and we will promptly address your concerns. We appreciate the opportunity to serve you.

Sincerely,
AvantCard

Customer Answer
Date: 07/28/2022

Complaint: 17422229

I am rejecting this response because: And again, immediately upon receiving this response from this so-called business dated 7-28-22, I contacted Transunion and verified with them that there has been NO communication or attempt to have this fraudulent, unauthorized Inquiry removed. Avant LLC will need to provide the actual communication documents or emails to prove that any such communications have taken place.Transunion is also expressing concerns about this company making false claims.Its already been more than two weeks since the so called 7-12-22 confirmation. I Have escalated this matter to the Illinois State ************************** And as I stated previously, UNTIL ALL INFORMATION INVOLVED WITH THIS COMPANY HAS BEEN REMOVED FROM MY CREDIT REPORT,I WILL NOT ACCEPT THEIR RESPONSE

Sincerely,

*******************
Customer Answer
Date: 07/29/2022

Complaint: 17422229

I am rejecting this response because: Immediately upon receiving this response from this so-called business dated 7-29-22, I contacted Transunion and verified with them that there has been NO communication or attempt to have this fraudulent, unauthorized Inquiry removed. Transunion has suggested that Avant LLC will need to provide the actual communication documents or emails to prove that any such communications have taken place. Simply EMAIL Me the proof. I am not intimidated by your unethical business practices. So, continue lying! The Illinois State ************************* is going to investigate this and hopefully expose your corrupt business. As I stated previously, UNTIL ALL INFORMATION INVOLVED WITH THIS COMPANY HAS BEEN REMOVED FROM MY CREDIT REPORT, I WILL NOT ACCEPT THEIR RESPONSE

Sincerely,

*******************
Business Response
Date: 08/06/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

After additional investigation, we identified a gap in the information that was sent over that resulted in the inquiry not being removed. We apologize for the inconvenience and appreciate the follow up which allowed us to identify the root cause.

On August 2, 2022, we have escalated your account as we are working to correct the issue at the moment and will have a new inquiry removal request sent this week. We will send a follow up once the new request has been submitted and will work with Transunion directly to review your account and confirm it has been removed.

Once more, we sincerely apologize for the frustration this has caused you and appreciate your patience while we work on resolving this issue.

We hope that this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent, customer-focused experience. If you have any additional questions or comments, please contact Customer Support at ************** and we will promptly address your concerns. We appreciate the opportunity to serve you.

Sincerely,
AvantCard

Customer Answer
Date: 08/08/2022

Complaint: 17422229

I am rejecting this response because:. I Have escalated this matter to the Illinois State ************************** And as I stated previously, UNTIL ALL INFORMATION INVOLVED WITH THIS COMPANY HAS BEEN REMOVED FROM MY CREDIT REPORT, I WILL NOT ACCEPT THEIR RESPONSE. Another "investigation" and "Escalation" by your company mean absolutely nothing to me as I have been lied to since the beginning of this nightmare by Avant LLC and its employees. I am not your customer and will never be.

Sincerely,

*******************
Initial Complaint
Date:06/13/2022
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 am a victim of identity theft. On May 31, 2022, I noticed Avant did a hard inquiry on my credit report. I immediately called Avant to find out why there was an inquiry. I learned that my personal information was used to open an account in my maiden name. The *** I spoke with informed me that the account would be reported to their ***************** and I would receive an email in 5-7 business days. I called again on June 1st to find out more information about the account but was told they could not provide me with any information according to company policy. On June 6th, I sent an email to **************************************************** requesting records pursuant to section 609(e) of the Fair Credit Reporting Act. On June 13th, I called Avant again and spoke with *** ******* She told me they have no records of the account being reported as fraudulent. She repeated the same company script as the first phone call I made two weeks ago, and told me I would receive an email in 5-7 business days from their ***************** I requested a case/confirmation number and she would not provide me with any information. Then she processed to hang up on me. I would like this account closed, the hard inquiry/account removed from my credit report, and all records pursuant to this account provided to me. I have tried several times to work with this company, and they will not resolve the issue.
Business Response
Date: 06/15/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

According to our records, on May 4, 2022, an application for a WebBank issued credit card was
submitted with your information via the Avant Platform. WebBank is the credit issuer for the Avant Platform, where Avant operates as the administrator and servicer of the program. Based on the information that was provided, Avant determined that they were unable to approve the request for credit and a notice of adverse action was delivered to the email address on file the same day. Please note that only a soft inquiry was performed prior to declining the request for credit.

Upon receipt of your BBB complaint, your account was escalated to Avants fraud department for investigation. The investigation is now complete as Avant has received sufficient evidence to
determine this was a true fraud event. Rest assured the applications for credit were rejected on May 4, 2022. Due to the fact that only a soft credit inquiry was completed, Avant is unable to make any updates to your credit report. A soft credit inquiry will not affect your FICO credit score and is not visible to other creditors. We apologize for any inconvenience this may cause.

Additional information regarding identity theft may be found at the ************************ website: http://www.ftc.gov. 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: **************; http://www.equifax.com
Experian: **************; http://www.experian.com
TransUnion: **************; http://www.transunion.com

Please note that Avant is unable to release the requested information without first receiving your claim of identity theft. Kindly note 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 *********************

Customer Answer
Date: 06/15/2022

Complaint: 17421710

I am rejecting this response because:
Today I received an email from Avant's **************** stating they would contact the appropriate credit bureau to remove the credit inquiry due to identity theft. Why I am receiving two different responses from Avant regarding my credit report?

Each time I called and spoke with an Avant CSR, they told me a credit card account was opened using my information. Why I am receiving two different answers to this question?

I would like all records regarding this account/inquiry provided to me, including the email on file and the "adverse action delivered to the email address on file". I have not received any records.
Sincerely,

***********************************
Business Response
Date: 06/29/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

According to our records, on May 4, 2022, an application for a WebBank issued credit card was
submitted with your information via the Avant Platform. Based on the information that was provided, Avant determined that they were unable to approve the request for credit. Please note that only a soft inquiry was performed prior to declining the request for credit.

As we take allegations of fraud seriously, following your conversation with our agent on June 13, 2022, this matter was forwarded to our **************** for further investigation.

As previously advised, upon receipt of your BBB complaint, your account was escalated to Avants fraud department for further investigation and review. Avant has received sufficient evidence to determine this was a true fraud event. Rest assured the application for credit was rejected on May 4, 2022.

Please be advised that on June 15, 2022, we sent a confirmation email to the email provided with your complaint in an attempt to confirm this information. Unfortunately, we inadvertently advised you that the inquiry on your credit report would be removed.

Per policy when an account is found to be fraudulent due to identity theft, we will contact the appropriate credit bureau(s) to remove our hard credit inquiry or tradeline if applicable. However, when a soft credit inquiry is completed, Avant will be unable to make any updates to your credit report. This is due to the fact that a soft credit inquiry will not affect your FICO credit score and is not visible to other creditors. Please accept our sincere apologies for any miscommunication that *** have occurred.

Here at Avant, we pride ourselves in providing excellent customer service to all of our customers. We have taken the necessary steps to ensure this situation does not occur in the future. We apologize for any confusion in our process.

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 *********************
Customer Answer
Date: 07/05/2022

Complaint: 17421710

I am rejecting this response because:

As mentioned in the original compliant, on June 6th, I sent the attached email to Avant requesting all records relating to this fraudulent inquiry be provided to me pursuant to Section 609(e) of the Fair Credit Reporting Act. This email also provided copies of my drivers license and identity theft reports (police report and FTC identity theft report). Per FTCs website, businesses must provide victims with transaction records relating to identity theft within 30 days of the request (which will be tomorrow, July 6th). I have requested these records multiple times now and none have been provided to me. Avant keeps ignoring this request and refuses to provide any of these records.

Sincerely,

***********************************
Business Response
Date: 07/18/2022
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 in providing excellent service to all of our customers and take all feedback seriously.

According to our records, on May 4, 2022, an application for a WebBank issued credit card was submitted with your information via the Avant Platform. Based on the information that was provided, Avant determined that they were unable to approve the request for credit. Please note that only a soft inquiry was performed prior to declining the request for credit.

As we take allegations of fraud seriously, following your conversation with our agent on June 13, 2022, this matter was forwarded to our **************** for further investigation.

As previously advised, upon receipt of your BBB complaint, your account was escalated to Avants fraud department for further investigation and review. Avant has received sufficient evidence to determine this was a true fraud event. Rest assured the application for credit was rejected on May 4, 2022.

Per policy when an account is found to be fraudulent due to identity theft, we will contact the appropriate credit bureau(s) to remove our hard credit inquiry or tradeline if applicable. However, when a soft credit inquiry is completed, Avant will be unable to make any updates to your credit report. This is due to the fact that a soft credit inquiry will not affect your FICO credit score and is not visible to other creditors. Please accept our sincere apologies for any miscommunication that *** have occurred.

While I cant provide you with the details of the information used to apply, I can confirm that a typical application for credit with Avant/WebBank requires the following information:
Legal Name
Residential/Physical Address
Social Security Number
Full Date of Birth
Current Phone Number
Current Email Address

Here at Avant, we pride ourselves in providing excellent customer service to all of our customers. We have taken the necessary steps to ensure this situation does not occur in the future. While we understand your frustration, we are unable to provide you with any more information than what was previously provided.

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

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