ComplaintsforOppLoans

• Initial Complaint

  01/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 3, 2021, my ********** account was hacked. The scammers accessed several accounts and reversed payments from different merchants I paid in full. One of the payments that reversed was for a company called OPPloans. On September 7, I called Chase to change the $391.05 reversal claim because it was fraudulent. September 24, 2021, I contacted an Oppsloans representative named *************************** in the customer complaints department. Because I was charged for two loans, I called the bank to stop paying for the other loan I was waiting to clear through ***** Five Months passed, I continued to check my bank and my Opploans account to see if it had been credited in any of the two versions. I filed a complaint with the consumer protection bureau against Chase in January. Chase investigated my complaint and revealed that Opploans had been credited the money over 45 days ago, but my Opploans account remained the same. I am a long-time customer of **********************, and I feel mistreated.

  

  Business response

  01/26/2022

  January 26, 2022
  Re: BBB Complaint ********
  To Whom It May **************** is the response of Opportunity Financial,LLC ("OppFi") to the Better Business Bureau complaint referenced as ******** made by ************************* on January 22, 2022. In the Complaint, ****************** states that her account was hacked and several payments from different merchants were reversed fraudulently, and one of the payments that was reversed was the payment to pay off her OppFi loan, in the amount of $392.05. ****************** also stated that Chase returned the payment in the amount of $392.05 back to OppFi and she was not credited for that payment.  For resolution, ****************** has requested for the loan balance to be credited for that payment, and her credit to be updated.
  At OppFi, we take all complaints seriously as we strive to provide exceptional service at every touchpoint. In response to the Complaint, we conducted a thorough investigation of ****************** account.
  According to our records, Ms. **************** a payment in the amount of $392.05 on June 8, 2021, however, the payment was returned by the bank due the payment being stopped, however, ***************** has stated that she contacted the bank and the payment of $392.05 was returned to OppFi and she was never credited for that amount of her loan.
  In further review, OppFi has verified that the payment of $392.05 was indeed sent back to OppFi. Therefore, ***************** account will be credited for $392.05 on her current loan. With the $392.05 being credited, ****************** new balance is $2,420.88 as of January 26,2022, and the next payment due is on January 28, 2022, in the amount of $72.76.Please be advised that OppFi has also verified that ****************** is currently being reported as active with no late periods, and her previous loan reflects as paid and closed as of June 8, 2021, with no late periods, and this is currently reflected with all three credit bureaus.
  Regarding ****************** requested resolution to be credited for her payment, and her credit report to be updated,OppFi apologizes for the inconvenience and agrees to credit Ms. ************** in the amount of $392.05. The credit has already been applied to her account,and her new balance is $2,420.88. Please be advised that ****************** is accurately being reported as active, therefore, no update needs to be made to her credit report.
  We hope this resolves all concerns, but if ****************** has additional questions, please reach out to OppFi at ************* or me directly at *******************
  
  Sincerely,
  *****************************
  Senior Regulatory Complaints Associate
  Opportunity Financial, LLC

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.Act 1. OPPITY FIN bal. $4,436.00 Acct # ***********I understand that the Office of the Attorney normally provide copies of the complaint forms or information regarding to the business complained about and other private and public agencies. I authorize BBB to give copies or any information on the form to anyone deemed advisable.

  

  Business response

  01/24/2022

  January 24, 2022
  Re: BBB Complaint ********
  To Whom It May ******************** is the response of Opportunity Financial, LLC ("OppFi") to the Better Business Bureau complaint referenced as ******** made by ******************* on January 20, 2022. In the complaint, ************ asserts that he is a victim of identity theft and claims that he did not provide authorization or consent to use his personal information.  For resolution, *********** requests that these accounts, including OppFi, be deleted from his credit report and that the creditors block the information from being further reported.
  At OppFi, we take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records, ************ has received ten loans from OppFi. the most recent loan (the subject of this complaint) has an outstanding balance and has been written-off.
  ************ received his most recent loan on December 20,2019, in the amount of $4,000.00 which required a total of 36 semi-monthly payments in the amount of $211.90, with the first payment due on January 1, 2020.  ************ missed his April 15, 2020, payment and was first reported late as of May 15, 2020. The account went into charge off/written off status as of July 14, 2020, with a balance of $5,486. ************ was making $50 payments after the account went into charge off status, which lowered his current balance to $4,436.  However, payments stopped in October of 2021. 
  In the complaint, ************ indicates that he is a victim of identity theft. OppFi has not received any emails from him advising that he is a victim of identity theft. It was not until January 2022, from this Better Business Bureau complaint, that OppFi was made aware of the identity theft claim.
  Moreover, according to our records, ************ contacted OppFi over forty times to inquire about payment adjustments or deferrals on his account. Each time ************ contacted OppFi, he was required to secure the line by verifying a few pieces of personal identifying information. Without doing so, the representatives would not have been able to discuss the account.
  ************ is stating that he is a victim of identity theft, OppFi would be happy to complete an investigation for him; however, for us to launch an investigation, OppFi requires a police report to be completed by ************** local police station and emailed to **************** Also, to further assist in the investigation, OppFi asks that ************ provide any supporting information, including but not limited to:
  How and when you became aware of the suspected fraud.
  If the loan proceeds were deposited into an account on which you are an authorized ****** or to which you have access, the names and addresses of any other co-owners or authorized signors.
  Any information you have regarding the recipient(s) of the loan proceeds.
  The time frame in which the fraudulent activity may have occurred.
  The names of any other lenders or financial institutions you believe were also defrauded, as they may also request these pieces of information during their investigation process.
  Once OppFi has received a copy of the police report, we will then further investigate ************** identity theft claim.
  Regarding the requested resolution to remove the tradeline from ************** credit report, as it stands right now, the reporting is accurate. Without any further documentation such as the aforementioned police report, OppFi is required by the Fair Credit Reporting Act to report accurate and complete information to credit bureaus unless we know or have reasonable cause to believe the information is inaccurate.
  We hope this resolves all concerns, but if ************ has additional questions, please reach out to OppFi at ************* or me directly at ****************.
  
  Sincerely,
  ***********************
  Regulatory Complaints Associate
  Opportunity Financial, LLC
  
  
  
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company opened a loan frauduntly under my name and when I called to tell them it was fraud they refused to speak to me because I wasnt the person who opened the loan. I need someone to call us and give us the information that was used to file this loan as they stole my identity. We have a police report and we need to get this removed ASAP!

  

  Business response

  01/20/2022

  January 20, 2022

  
  Re:BBB Complaint ********

  
  To whom it may concern:

  
  This is the response of Opportunity Financial,LLC (OppFi) to the Better Business Bureau complaint referenced as ******** (the Complaint) made by *************************** on January 13, 2022. In the Complaint,******************** asserts that there has been a fraudulent account with OppFi opened in his name. ******************** further asserts that he called to explain that this account was the result of fraudulent activity, but the representatives refused to provide any information used to open the loan. ******************** states that he has a police report to support his claim, and for resolution, he has requested that this account be removed from his credit report.
  

  We take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the complaint,we have conducted a thorough investigation and according to our records, one loan (the subject of this complaint) has been opened using Mr. ********* information.
  

  In the complaint, ******************** states that he is a victim of identity theft, and this account was opened fraudulently in his name. This loan was originated on December 3, 2021, in the amount of $4,000.00 which required a total of 18 monthly payments in the amount of $371.21, with the first payment due on December 18, 2021.
  

  ********************* contacted OppFi on January 13, 2022 after receiving an alert from a credit monitoring service about a new account being opened in Mr. ********* name. Mr. and ******************** spoke with a supervisor who explained that we would be happy to investigate their claim, pending receipt of a police report. ********************* stated that they would forward the completed police report to OppFi at their earliest convenience.
  

  OppFis fraud department has completed their investigation, and it is believed that ******************** is, in fact, a victim of identity theft. As a result, OppFis credit reporting team has submitted a request on behalf of ******************** to have this tradeline deleted from all three credit reporting agencies. Please accept our sincere apologies that ******************** has been identified as a victim of fraudulent activity.   
  

  We hope this resolves Mr. ********* concern, but if there are additional questions, please reach out to OppFi at ************** or to me directly at *****************.
  
  Sincerely, 
  
  *************************
  Regulatory Complaints Analyst 
  Opportunity Financial, LLC

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I *************************** D.O.B 11/24/1988 last 4 of social **** have recently revisited this issue. I have had no dealings with opploans however they are destroying my credit. Theyve allowed someone with the same first name but different last name clear across the country in ******** (which Ive never been) to open a line a credit and associate it to my social. I live in Arizona which I believe personal loans to be illegal. Ive addressed this issue with opploans on my credit reports and theyve simply changed the info from the man in Marylands to mine. Ive been in the credit industry for years and its frustrating how simple it is for a creditor to lie and change their info to match yours not caring if they have the right person, instead of owning their mistake and fixing it. Most creditors will want you to file a police report and jump through hoops and hurdles which in most cases does nothing for your credit. Theyre stealing from my credit worthiness just like the man in ******** who stole my identity, now that I think of it I never saw the ******** info until opploans reported to my credit, maybe they leaked my info or were breached. I would for opploans to own up to their mistake and remove the error from my report.

  

  Business response

  01/10/2022

  January 10, 2022
  Re: BBB Complaint ********
  To Whom It May **************** is the response of Opportunity Financial, LLC ("OppFi") to the Better Business Bureau complaint referenced as ******** made by ******************************* on January 6, 2022. In the complaint,**************** asserts he has had no dealings with OppFi, and is a victim of identity theft. He states that someone else with the same name has taken out a loan and this is destroying his credit. For resolution, **************** requests that the account be deleted from his credit report.
  ************ (FinWise) is a ****-insured, **** chartered bank. ************ contracts with OpportunityFinancial,LLC (OppLoans) to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship, FinWise is the lender and OppLoans is the technology provider. FinWise originates the loan and provides funds to the consumer. OppLoans is contracted to provide the application platform facilitating loan origination for FinWise, as well as services the loan on behalf of FinWise after the origination. As a ****-insured, **** chartered bank, ******************* regulators are the **** and **** Department of Financial Institutions (UDFI).
  We take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records, **************** has received one loan (the subject of this complaint) from FinWise using the OppFi platform, which is outstanding and has been written-off.
  **************** secured his loan on July 19, 2018, in the amount of $1,000.00 which required a total of eighteen semi-monthly payments in the amount of $98.64, with the first payment due on August 7, 2018. **************** made one successful payment, and the next three consecutive payments were returned due to insufficient funds, and one payment returned due to the bank account being closed. Due to nonpayment thereafter, OppFi began sending emails regarding the past due status of **************** account and settlement offers. *************** never responded to any of the emails and his account was written-off on November 20, 2018, in the amount of $1,517.86.  
  In the complaint, **************** indicates that he is disputing the debt as he has not done business with OppFi and is a victim of identity theft.OppFis credit reporting team has received seven indirect disputes from **************** between June 2020 and January 2022 stating that this is not his and claiming true identity fraud. OppFi credit reporting team responded to all disputes advising reporting was accurate and provided **************** with the steps needed to claim an identity theft claim. As of, January 10, 2022, OppFi has not received the requested information to start the identity theft claim. Please be advised that OppFi has verified that **************** is being reported as charged-off with a balance of $1,517.00 and this is reflecting with all bureaus.
  Moreover, according to our records, **************** spoke with OppFi in July 2018 regarding the loan application. On that call, **************** was required to secure the line by verifying a few pieces of personal identifying information. Without doing so, the representatives would not have been able to discuss the account.
  Ultimately, since **************** is stating that he is a victim of identity theft, OppFi would be happy to complete an investigation for her; however, for us to launch an investigation, OppFi requires a police report to be completed by **************** local police station and emailed to ****************  Also, to further assist in the investigation, OppFi asks that *************** provide any supporting information, including but not limited to:
  How and when you became aware of the suspected fraud.
  If the loan proceeds were deposited into an account on which you are an authorized ****** or to which you have access, the names and addresses of any other co-owners or authorized signors.
  Any information you have regarding the recipient(s) of the loan proceeds.
  The time frame in which the fraudulent activity may have occurred.
  The names of any other lenders or financial institutions you believe were also defrauded, as they may also request these pieces of information during their investigation process.
  Once OppFi has received a copy of the police report, we will then further investigate **************** identity theft claim.
  Regarding the requested resolution to remove the tradeline from **************** credit report, as it stands right now, the reporting is accurate. Without any further documentation such as the aforementioned police report, OppFi is required by the Fair Credit Reporting Act to report accurate and complete information to credit bureaus unless we know or have reasonable cause to believe the information is inaccurate.
  We hope this resolves all concerns, but if **************** has additional questions, please reach out to OppFi at ************* or me directly at *******************
  
  Sincerely,
  *****************************
  Senior Regulatory Complaints Associate
  Opportunity Financial, LLC

  Customer response

  01/18/2022

   
  Complaint: 16433791
  
  I am rejecting this response because:
  Due to the string of lies provided by the creditor letting me know there is no resolution with them. Ive NEVER spoken with anyone at Oppfi to secure a loan NEVER received any emails. If its not the email I am responding with ************************* then it is simply not mine. NEVER had a bank account that money was drafted from. Identity theft occurs all the time and creditors want you to jump through hoops and hurdles roll over like a dog. My information is already reported on the dark web. Your ONE job was to verify Identity. The SEVEN indirect disputes were directly to the credit bureaus. Ive never received a validation letter, or any supporting documentation to this day. Instead you update the incorrect ******** address to mine, and also changed the last name of whatever ******* you found in ******** and updated it to ******. At this point its obvious well get nowhere. Off to the *** and every other governing parties.
  
  

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

  

  Business response

  01/21/2022

  
  January 21, 2022
  Re: BBB Complaint 16433791
  To Whom It May **************** is the response of Opportunity Financial, LLC ("OppFi") to the Better Business 
  Bureau regarding a rejection to our response on Complaint referenced as 16433791
  made by ******************************* on January 20, 2022. In the rejection, **************** asserts 
  that he has never done business with OppFi and this is not his account.
  ************ (FinWise) is a ****-insured, **** chartered bank. ************ 
  contracts with OpportunityFinancial, LLC (OppLoans) to offer small-dollar installment 
  loans to consumers with less than perfect credit history. In this relationship, FinWise is 
  the lender and OppLoans is the technology provider. FinWise originates the loan and 
  provides funds to the consumer. OppLoans is contracted to provide the application 
  platform facilitating loan origination for FinWise, as well as services the loan on behalf 
  of FinWise after the origination. As a ****-insured, **** chartered bank, FinWises 
  prudential regulators are the **** and **** Department of Financial Institutions 
  (UDFI).
  We take all complaints seriously and strive to provide exceptional service at every 
  touchpoint. In response to this rejection, we do understand that **************** is stating 
  that this is not his loan, and information was changed. 
  In our previous response, we advised **************** if he believes this loan was fraudulently 
  submitted using his personal information we would require the following information. 
  OppFi requires a police report, with OppFi named in it, completed by **************** local 
  police station, and emailed to **************** Also, to further assist in the 
  investigation, we ask that you provide any supporting information, including but not 
  limited to:
  How and when you became aware of the suspected fraud. 
  If the loan proceeds were deposited into an account on which you are an authorized 
  ****** or to which you have access, the names and addresses of any other co-owners 
  or authorized signors. 
  Any information you have regarding the recipient(s) of the loan proceeds. 
  The time frame in which the fraudulent activity may have occurred. 
  The names of any other lenders or financial institutions you believe were also 
  defrauded, as they may also request these pieces of information during their 
  investigation process. 
  Once OppFi has received a copy of the police report, we will then further investigate 
  **************** identity theft claim. 
  Regarding the requested resolution to remove the tradeline from **************** credit 
  report, as it stands right now, the reporting is accurate. Without any further 
  documentation such as the aforementioned police report, OppFi is required by the Fair 
  Credit Reporting Act to report accurate and complete information to credit bureaus 
  unless we know or have reasonable cause to believe the information is inaccurate. 
  We hope this resolves all concerns, but if **************** has additional questions, please 
  reach out to OppFi at ************* or me directly at ******************. 
  Sincerely, 
  *****************************
  Senior Regulatory Complaints Associate
  Opportunity Financial, LL

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 31st of December I made my first payment to opploans then they double dipped and took out another payment from my account. It resolving around the 3rd.

  

  Business response

  01/05/2022

  January 05, 2022
  
  Re: BBB Complaint: ********
  
  This is the response of Opportunity Financial (OppFi) to the Better Business Bureau complaint #******** made by ***************************** on January 04, 2022.  In the complaint, ****************** assert he made a payment on December 31, 2021, and on January 1, 2022, OppFi processed another payment.  For resolution, he has requested a refund.
  According to our records, ***************** received one loan, which is currently active and in good standings.    
  ****************** obtained his loan on December 22, 2021, in the amount of $2,000.00 which requires a total of ten monthly payments in the amount of $341.50, with the first payment due on January 1, 2022.  ****************** made a payment on December 31,2021 in the amount of $342.00. His contractual payment processed on January 1,2022, in the amount of $341.50.  On January 4, 2022, ****************** contacted Oppfi to advise that he made his first payment in the amount of $342.00 on December 31, 2021, and OppFi took an additional payment on January 1, 2022, and requested a refund.  The representative advised that due to ***************** having ACH set up on his account, the contractual payment automatically processes on the scheduled due date.  The representative also advised that OppFi do not refund customer-initiated payments, however the payment can be put towards his February payment or ***************** can contact his bank for a refund. The representative stated that if ****************** initiates a payment, he must contact OppFi to have the scheduled payment stopped.  ****************** stated he will contact his bank and ended the call.
  Regarding his requested resolution, for a refund, unfortunately we are unable to so, OppFi do not refund customer-initiated payments.  If ****************** would like to have the payment applied to his scheduled February payment please contact the customer service department.
  We hope this resolves all concerns, but if he has additional questions, please reach out to OppFi at ************* or me directly at *********************************
  
  Sincerely,
  
  ***********************
  Compliance Associate
  Opportunity Financial, LLC
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our customer, ***************************, was part of a fraud scheme where he was called and the person on the other line obtained his personal information, at that point, the fraudster told him they would send him money (he did not know that a loan was being taken out in his name and social security number) and instructed him that once the money was deposited, to take it from the bank in the form of a cashier check and send it to an individual at an address that would be provided to him. He was instructed not to tell the bank where the funds came from or what they were for. We realized that fraud was occurring and stopped him from taking the funds and sending them elsewhere. We set up a credit karma account so we could monitor his credit and realized these funds that came in were from a loan that he unknowingly took out. Again, he did not actually take this loan out with you guys. We do still have the thousand dollars in a frozen account and are happy to have them returned to you, however, we are looking to have this all removed from his credit report and also for instructions on how to return this $1000.00 to you. Attached you will find the police report, heavy notes that were placed by BMO ****** Bank as well as another financial institution. Please provide instructions on how to take care of that matter. Thank you.Please note that ******* does not have an email. His cell phone number is ************. Customer spoke with customer service representative IN THE PAYMENTS DEPARMENT by the name of DAISY this morning and was advised to send this email, police report, and photo ID once again. The above was sent to the fraud team by my banker, they have failed to respond and help resolve the fraudulent transaction.

  

  Business response

  01/07/2022

  January 7, 2022
  Re: BBB Complaint ********
  To Whom It May **************** is the response of Opportunity Financial, LLC ("OppFi") to the Better Business Bureau complaint referenced as ******** made by *************************** on January 3, 2022. In the complaint, **************** asserts that he is a victim of identity theft and claims that he was part of a fraud scheme.  **************** stated he received a phone call and the person on the line obtained his personal information, and he was not aware that a loan was being taken out using his name and social security number.  For resolution, **************** requests that the account be deleted from his credit report.
  At OppFi, we take all complaints seriously and strive to provide exceptional service at every touchpoint. In response to this complaint, we thoroughly researched the matter, and according to our records, one loan was taken out in ****************** name (the subject of this complaint).  The loan has an outstanding balance and has been written-off.
  The loan was obtained on July 9, 2021, in the amount of $1,000.00 which required a total of 8 monthly payments in the amount of $221.37,with the first payment due on August 21, 2021. The payment due on August 21, 2021,was unsuccessful due to the bank account being frozen. Due to nonpayment thereafter, the account was written-off on November 19, 2021.
  In the complaint, **************** asserts that he is a victim of identity theft and claims that he was part of a fraud scheme. OppFis **************** has completed their investigation and believes **************** is a victim of identity theft.  As a result, OppFi has requested to remove this tradeline from ****************** credit report to all three credit bureaus.Additionally, the **************** has sent a request to BMO ****** for the remaining funds in ****************** account. This request was processed on January 6,2022, the process of returning the funds can take time once the request has been sent.  OppFi is currently awaiting the corresponding bank to respond. 
  Regarding the requested resolution to remove the tradeline from ****************** credit report, as stated above, OppFi has sent a request to the credit bureaus to have the tradelines removed from ****************** credit report.  OppFi is truly sorry that this has happened to **************** and takes fraud very seriously.
  We hope this resolves all concerns, but if **************** has additional questions, please reach out to OppFi at ************* or me directly at ****************.
  
  Sincerely,
  ***********************
  Regulatory Complaints Associate
  Opportunity Financial, LLC
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in the Spring of 2021, I received a loan from OPPLOANS WITHOUT A ****/****. This is a VERY HIGH INTEREST LOAN that I have been paying WEEKLY ON SINCE Ive GOTTEN IT! Ive received numerous emails asking me if I needed more funds, because my account IS IN GOOD STANDING! I Applied for those funds today, and was declined!! Ive NEVER MISSED a payment7 months of payments Ive made!! My account, is NOT OVERDRAWN!! The agent I spoke with today, had a forceful tone when I STARTED TO GET UPSET OVER HAVING TO SUBMIT MORE PROOF OF INCOME- I did NOT NEED ANY OF THIS WHEN I APPLIED FOR THE INITIAL LOAN!! By the way, the last time I was declined for the loan was because I had no direct deposit, which I clearly have now! Now Im being told I need even more proof, like a **** or ****! If you actually looked at my bank statement youll see I have a direct payment to the IRSmonthly payment mind you!!! Your associates never gave me enough time to download and submit a very private and personal **** tax return! Before I could even finish scanning it, I WAS DECLINED!! Since youre going to ruin the holiday week of a good customer, let me ruin yours 3 times worse!! Your company is the worst ever, and no, I wont be referring anyone I know to your hateful, judgemental company as your some of your emails suggest I do. In fact, Ill be telling them about BETTER OPTIONS THAT I JUST LEARNED ABOUT! Let me ruin your holiday cheer in return! You deserve it!!,

  

  Business response

  12/27/2021

  December 27, 2021

  Re: BBB Complaint ********

  To whom it may concern:
  

  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau complaint referenced as ******** (the Complaint) made by *************************** on December 20, 2021. In the Complaint, ******************** asserts that she received a loan earlier in 2021 which she has been making weekly payments towards. ******************** states that she has received several emails from OppFi suggesting that, due to her current accounts good standing, she would be eligible for additional funds. ******************** explains that she took advantage of the offer, as she has never missed a payment, but was ultimately declined because she failed to upload the necessary tax return documents. ******************** asserts that she became upset after receiving the decline, as she believes OppFis required documentation has changed with each application. ******************** also explained that she contacted OppFi during the application process and the representative had an unprofessional tone. For resolution, ******************** request that OppFi contact her regarding her concern.  
  We take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to the complaint, we have conducted a thorough investigation. 
  According to our records, ******************** has received one loan from OppFi which is active with an outstanding balance and has applied for refinancing on three occasions between August and December 2021. ******************** first applied to refinance her loan on August 23, 2021 and was denied because the application was missing pertinent information. ******************** applied to refinance for a second time on September 28, 2021 and was automatically denied because she did not have direct deposit. ******************** most recently applied to refinance on December 20, 2021 (the subject of this complaint) but was denied due to lack of income verification. 
  In the complaint, ******************** states she received several emails from OppFi offering additional funds because her account was in good standing. OppFi records confirm that ******************** has made 33 successful payments on her active loan to date, and she has never missed a payment. However, these email communications are not a guarantee that additional funds will be granted. OppFi requests documentation such as pay stubs and banking information as a vital part of the application process as this allows OppFi to determine a reasonable amount that can be borrowed by a customer. For this reason, we are not able to alter this part of the application process. We cannot guarantee approval until all documentation has been received, reviewed, and accepted as sufficient by our underwriting department. 
  Regarding Ms. ********* claim that an OppFi representative used a forceful tone during a recent interaction, we sincerely apologize for this experience. OppFi has listened to this specific call, and we have included a summary below. 
  ******************** contacted OppFi on December 20, 2021 in response to a request for additional income documents. The representative reviewed the application and asked ******************** to confirm she was self-employed. ******************** confirmed this information and the representative explained that the loan advocate was requesting proof of income, such as a ****. ******************** then became frustrated and explained that it was different with the first loan she received, because she didnt have to submit additional documentation at that time. The representative informed ******************** that the first loan was automatically approved, which is why OppFi did not require a manual review at that time. However, it was also explained that every loan is unique and has its own requirements to determine eligibility. ******************** became upset with this response and abruptly ended the call. 
  Ms. ********* loan application from December 20, ***************************************************************************************** this correspondence, ******************** expressed dissatisfaction that her loan was denied, and advised that she had already filed the Complaint with the Better Business Bureau. A representative from OppFis Customer Experience team responded to Ms. ********* email apologizing for her experience and asking her to reply directly or contact OppFi via phone regarding any specific questions or concerns. Our records do not indicate any additional phone contact from ******************** since this communication took place.
  We hope this resolves Ms. ********* concern, but if there are additional questions, please reach out to OppFi at ************** or to me directly at *****************.
  Sincerely, 
  *************************
  Regulatory Complaints Analyst 
  Opportunity Financial, LLC
  

  
  

  Customer response

  12/29/2021

   
  Complaint: 16383565
  
  I am rejecting this response because:  ALL YOU'RE DOING IS STATING WHAT TOOK PLACE!!  OF COURSE I'M GOING TO BE ANGRY!  YOU COULDN'T WAIT TO DECLINE ME, AND TO HOPE TO RUIN MY HOLIDAY--LET'S KEEP WHITEY CRACKER DOWN!!! IT'S NOT MY FAULT WHAT YOU ALL HAVE BEEN THROUGH!!!!!  IT SHOULDN'T HAVE HAPPENED, BUT IT'S NOT MY FAULT!!  I'M VERY QUALIFIED FOR REFINANCING--AGAIN--YOUR COMPANY DECLINED ME BEORE I COULD EVEN DOWNLOAD AND SEND OVER A TAX RETURN!!!!!!!!!!  UNACCEPTABLE AND I'LL TAKE IT FURTHER.  I'M SURE I'LL HAVE TO!!  WHAT A WONDERFUL JOB YOUR DOING OF KICKING LIL' CRACKER IN THE TEETH!!!
  
  Sincerely,
  
  ***************************

  

  Business response

  01/12/2022

  January 12, 2022

  Re: BBB Complaint ********
  

  To whom it may concern:
  

  This is the response of Opportunity Financial, LLC (OppFi) to the Better Business Bureau regarding a rejection to our response on complaint ******** (the Complaint) made by *************************** on December 20, 2021. In the rejection, ******************** asserts that she should be qualified to refinance, however, her application was denied before she could provide a tax return as requested by OppFi.
  

  OppFi understands Ms. ********* concern that she has been wrongfully denied for a refinance, and we have taken additional steps to address her concerns.
  

  In our previous response, we explained that ******************** applied to refinance on December 20, 2021 but was denied due to lack of income verification. For background, OppFi requests documentation such as pay stubs and banking information as a vital part of the application process as this allows OppFi to determine a reasonable amount that can be borrowed by a customer. For this reason, we are not able to alter this part of the application process. We cannot guarantee approval until all documentation has been received, reviewed, and accepted as sufficient by our underwriting department. 
  

  ******************** contacted OppFi that same day to discuss the application and confirmed she was self-employed. The representative advised that the loan advocate reviewing her application had requested proof of income, such as a ****. ******************** became upset and abruptly ended the call,but there was no indication that she was not willing to submit the requested documents.
  

  Ms. ********* loan application from December 20, 2021 was ultimately declined later that same day. However, upon further review, it was discovered that the application was prematurely declined because of an agent error that occurred shortly after the phone conversation. Please be advised that this concern has been addressed and feedback has been provided to the agents supervisor to ensure that the level of service provided is within OppFis standards moving forward.
  

  Unfortunately, because Ms. ********* application from December 20, 2021 has exceeded the allotted time for a reconsideration, it is unable to be reopened at this time. However, if ******************** wishes to proceed with refinancing her existing loan, she can reapply at any time.
  

  We truly hope this explanation addresses and resolves each of Ms. ********* concerns, but if there are additional questions, please reach out to OppFi at ************** or to me directly at *****************.
  
  Sincerely, 
  
  *************************
  Regulatory Complaints Analyst 
  Opportunity Financial, LLC

  Customer response

  01/16/2022

   
  Complaint: 16383565
  
  I am rejecting this response because: I HAVE A PERFECT PAYMENT HISTOR WITH OPPLOANS-NEVER MISSING A PAYMENT,. IVE SUBMITTED BANK STATEMENTS, WITH DIRECT DEPOSITS, ETC.  THIS SHOULD BE MORE THAN ENOUGH PROOF OF INCOME AND REPAYMENT ABILITY.  HOWEVER, THE REQUIREMENTS FOR REFINANCING ARE BEYOND RIDICULOUS.  ITS ALMOST NOT WORTH THE *****  As I stated previously, Ive applied for refinancing 3 times, receiving a different reason for being declined, each time.  Whoever devised these requirements and makes the final determination for approval is the individual who should see this response.  This is also the person thats shall hear from an attorney.  Thanks for souring my holiday week, and Ill probably take my business elsewhere.  Ive been too great of a client to endure what SEEMS TO BE ABUSE AND DISCRIMINATION-OVRR WHAT I SEEM TO BE PHYSICALLY OR OCCUPATIONALLY.   IVE RECENTLY HAD BETTER HELP ELSEWHERE.  

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

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am being harassed by Opp Loans/FinWise bank. I have opted out of receiving snail mail from both their companies, from their website, and from the three major credit bureaus. I receive a letter about once a week to inform me that I have been approved for up to a ***** loan which I don't want or need. This is getting ridiculous. I have kept almost every mail I have received and can provide proof of this harassment. I want this to stop or I will have to ***.

  

  Business response

  12/14/2021

  December 14, 2021
  
  Re:BBB Complaint: ********
  
  This is the response of Opportunity Financial (OppFi) to the Better Business Bureau complaint #******** made by ******************* on December 13, 2021.  In the complaint, ************** indicated that she is has opted out of receiving marketing material via postal mail and is still receiving mail. For resolution, ************** has requested not to receive any further communication from OppFi.
  ************ (FinWise) is a ****-insured, **** chartered bank. ************ contracts with Opportunity Financial, LLC (OppFi) to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship,FinWise is the lender and OppFi is the technology provider. FinWise originates the loan and provides funds to the consumer. OppFi is contracted to provide the application platform facilitating loan origination for FinWise, as well as services the loan on behalf of FinWise after the origination. As a ****-insured, **** chartered bank, ******************* regulators are the **** and **** Department of Financial Institutions (UDFI).
  We take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to this complaint, we have thoroughly researched this matter. According to our records, ************** paid off her loan with OppFi on October 05, 2020.
  
  ************** has successfully been removed from receiving all offers via email, postal mail, and text message,however, to have her removed from future pre-screened offers, please contact ****************.  They can be reached at ************** or write to *********************, *****************************************************************. Please be advised that it may take up to 30 days for all mailers to stop being sent.
  
  We hope this resolves all concerns,but if you have additional questions, please reach out to Oppfi at ************* or me directly at *****************
  
  Sincerely,
  ***********************
  Compliance Associate
  Opportunity Financial, LLC
  
  
  
  
  
  
  

  Customer response

  12/17/2021

   
  Complaint: 16358351
  
  I am rejecting this response because:
  I have done all I was required to do to be opted out and I will not jump through any more hoops to be opted out.  I already contacted Clarity ********* *** in the past so why do I need to do it again?  I should not have to do anything else.

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

  

  Business response

  01/04/2022

  January 04, 2022
  
  
  Re: BBB Complaint:********
  
  
  To Whom It May ************************ is the response of Opportunity Financial (OppFi) to the Better Business Bureau regarding a rejection to our response on complaint #******** made by ******************* on December 30, 2021.  In the rejection letter, ************** stated that she has done everything that was required of her to opt out of receiving marketing materials.
  
  ************ (FinWise) is a ****-insured, **** chartered bank. ************ contracts with Opportunity Financial, LLC (OppFi) to offer small-dollar installment loans to consumers with less than perfect credit history. In this relationship,FinWise is the lender and OppFi is the technology provider. FinWise originates the loan and provides funds to the consumer. OppFi is contracted to provide the application platform facilitating loan origination for FinWise, as well as services the loan on behalf of FinWise after the origination. As a ****-insured, **** chartered bank, ******************* regulators are the **** and **** Department of Financial Institutions (UDFI).
  
  OppFi understands Ms. ****** concerns and can confirm that ************* has successfully been removed from receiving all offers from OppFi.  This includes email, postal mail, and text messages.  ************** stated that she has already contacted ******* Services, please keep in mind that it may take up to 30 days for all mailers to stop being sent.
  
  We truly hope the above final explanation resonates with ************** and resolves all her concerns, but if by chance there are additional questions,please reach out to me at *********************************.
  
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Compliance Associate
  Opportunity Financial, LLC
  

*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. ↩