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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear ************** Representative,I hereby notify you that ************** Loan # BC1423721 for $1,000 at ********% APR was obtained fraudulently. I attest that I did not personally request and/or agree to this loan or authorize another person or entity to do so in my name. I do not have the phone number ************, and I do not hold an account ending with **** with ******* NA. I am unaware of who or what entity fraudulently used my name and other identifying information to secure this loan. This fraudulent use of my name, physical address, social security number, email address, etc, by an unknown party or entity constitutes theft.Please notify me within three business days of the following:1. The removal of my name and other identifying information from this loan,2. Verification that all credit bureaus have been notified of this fraudulent action, and 3. Verification that all future loans utilizing my name and/or identifying information will be blocked.I look forward to your prompt resolution of this notification.Sincerely,*******************************
Business response
11/18/2021
Dear *******************************,
We take all complaints seriously and have reviewed your account in response to this complaint. Please find the results of our investigation:
Account has been closed as of 11/16/2021 and no future loans will be granted
No further balance will be due
We appreciate you bringing this matter to our attention. If you have further concerns about this or any other matters, please do not hesitate to contact our team at [email protected].
Sincerely,
**************Customer response
11/18/2021
Complaint: 16148378
I am rejecting this response because:
BC has chosen not to acknowledge that this loan was obtained fraudulently by an unknown individual who illegally obtained my personal information.
Sincerely,
*******************************Business response
11/22/2021
Dear *******************************,
We are in receipt of your complaint against ************** filed with the Better Business Bureau. We take all complaints seriously and have investigated this matter.
We have acknowledged and investigated your Identity Theft Claim and as a result as of 11/16/2021 the account has been closed and no future loans will be granted No further balance will be due.
We take the security of our customer's information very seriously. Your data was provided to us in order to make you a firm offer of credit. We have opted you out of receiving future offers like these from us. If you would like more information, contact the consumer reporting agencies using one of the following methods:
Call toll-free: 1-888-5OPT-OUT ***************)
Visit their website: www.optoutprescreen.com
Write to: ******************* Services, *************************************************************; TransUnion, Opt Out Request, **********************************************************; Experian Consumer Opt Out, P.O. Box 919, ***************.
Please feel free to contact our Customer Support Team at ************** or via email at [email protected].
Thank you,
**************Initial Complaint
10/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This nasty and disgusting excuse for a business continues to send junk mail to my house offering pay day loans. NO MORE MAIL! STOP THE **** MAIL!Business response
11/01/2021
Dear *******************,
We are in receipt of your complaint against ************** filed with the Better Business Bureau. We take all complaints seriously and have investigated this matter.
We have processed an opt out of future mailed marketing correspondence on 10/29/2021. Please be aware that we do not send the marketing material out ourselves and, therefore, do not control how quickly customers are removed from the mailing list. Typically, you can expect to stop receiving our letters within 1 month. If you do not want to receive prescreened offers of credit from any company, contact the consumer reporting agencies using one of the following methods:
Call toll-free: 1-888-5OPT-OUT ***************)
Visit their website: www.optoutprescreen.com
Write to: ******************* Services, *************************************************************; TransUnion, Opt Out Request, **********************************************************; Experian Consumer Opt Out, P.O. Box 919, ***************.
Please feel free to contact our Customer Support Team at ************** or via email at [email protected].
In AK, AR, AZ, HI, FL, IN, KS, KY, MI, MN, MT, NE, OH, OK, OR, TN, and WA loans are provided by CC Connect, a ******** of *********************** a **** *************** located in Provo, ****, Member FDIC. All loans funded by CC Connect will be serviced by **************
Thank you,
**************Initial Complaint
10/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My payment was due on 10/1/21. I logged onto the website on 9/30/21 to schedule the payment and was only given the option to pay on 10/2/21 which will result in more interest charged and a late fee. I called on 10/1/21 to try and make the payment and was told my account was past due. I asked how I could be late already if the due date is today, and I asked how to make the payment today, and the representative did not understand me and kept repeating that I was pst due. I asked to speak to a supervisor, to which the representative told me she could explain, but just kept repeating that I was past due. There was a major language barrier and I was not able to get any resolution.Business response
10/11/2021
Dear Consumer,
Thank you for reaching out to Balance Credit. We take all complaints seriously and have investigated your claim. Our records indicate that on or around September 02,2021, you received a consumer installment loan from CC Connect, a ******** of ********************** (CC Connect). Please be advised that ********************** (CCBank) is a **** state-chartered bank with the ************************************* (FDIC) as its primary federal banking regulator.Consequently, CCBank is governed by both federal banking laws and the laws of the *************. SunUp Financial, LLC, d/b/a BalanceCredit.com (**************) is an authorized servicer for CCBanks CC Connect Loans.
Our investigation confirms during loan origination you signed an ACH Authorization allowing automatic payments to be made from your bank account on the 1st of every month. Our records indicate on September 28, 2021, you cancelled your first two scheduled automatic payments (scheduled for October 1 and November 1)via the customer portal. Our records further indicate that you logged into the customer portal again on September 30, 2021, and attempted to reschedule the October 1 payment you cancelled; however, because the payment was cancelled,this constituted a new request for payment, subject to Balance Credits time limitations for payment processing.
Specifically, a next-day payment must be scheduled before 5:00 PM CST in order to be processed the next day. However, if a customer requests a scheduled payment after 5:00 PM CST, the payment can only process at the earliest two days following the request. Per the express disclosure in the customer portal, customers can select from a dropdown menu the earliest date that their payment is processed. By default, if a customer schedules a payment after 5:00 PM CST, the earliest available date for the customer to schedule a payment is two days after the date of the request.
Accordingly, when you used the customer portal to schedule a payment after 5:00 PM CST on September 30, 2021, the earliest date your payment could be processed was October 2, 2021.
On October 1, 2021, you called ************** to discuss your account. During this call, the agent attempted to transfer you to a supervisor to discuss with you how a same-day payment may be arranged. Unfortunately, you disconnected the call before the supervisor was able to speak with you.
During the October 1, 2021, call, prior to transferring you to a supervisor, the service agent mistakenly indicated your account to be past due. We apologize for any confusion or inconvenience you may have experienced as a result of this error. Nonetheless, and as discussed by the service agent during the October 1 call, although daily interest does continually accrue per the terms of the loan agreement, neither ************** nor CCBank charge a late fee. Please note that the appropriate corrective action has been taken with respect to the agent with whom you spoke on October 1. Additionally, please note the online payment scheduled for October 2, 2021, has been processed and your account is now in good standing.
As a one-time goodwill gesture, any additional accrued interest due to the issue has been credited to the consumers account.
We would like to continue to work with you. A member of our Resolution Team will reach out to you if they have not already done so. You can also reach us at ************ or by email at [email protected]. We trust this information is responsive to your request.Sincerely,
**************
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