Complaints

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:03/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a home equity loan in 2020. Made every single payment on time for 5 years with absolutely no issues. At the end, after the entire principle was paid off they informed me of a final payment of $106 dollars to release the lien on the property. Fine. I put the money in the same account they've been auto-deducting for FIVE YEARS. I wait. They don't take the money. I write them and ask why. They say you have to call us to make a payment over the phone. I do that. One week later I discover they reported the final transaction of $106 dollars to a collection agency. Paid off a $50,000 loan with NO issues, and now this final transaction is on my credit report for 7 years. If you look at the attached email they clearly implied they planned to deduct the amount from the same account as per the previous five years of timely payments. Nowhere do they say that I had to contact them directly until I asked nearly a month later. (I now see that Figure is the subject of a class action lawsuit for misleading terms and predatory practices. Not surprised.)

  Business Response

  Date: 04/03/2025

  Hello,
  

  We appreciate your feedback and apologize for the issue you experienced. We are actively addressing your concerns and someone will reach out to you directly to resolve the issue. If you have additional questions or concerns, please contact us directly using the information below.
  

  Thank you,
  **************************************************************
  ************

  Customer Answer

  Date: 04/03/2025

   
  I am rejecting this response because:
  

  I was contacted by "*****" at Figure Lending who claimed "it does not look like your account has been reported for delinquency."

  This account absolutely has been reported for delinquency.  
  
  It appears in the "Accounts with Adverse Information" section of my TransUnion credit report which I pulled on 3/25/25.  It is the only account on any of my reports with a negative remark.

  If they aren't going to remove the negative report there's probably nothing I can do about that, but they're not going to pretend they didn't report it.  

  ***** ******

   

  Business Response

  Date: 04/04/2025

  We understand your frustration and have attempted to connect with you to talk this through. Please give us a call at ************  wed appreciate the chance to resolve this together.

• Initial Complaint

  Date:03/26/2025

  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.

  My wife and I have completed three loans with Figure Lending LLC. During our second loan in October 2024, I was informed that I would receive a $300 ****** gift card upon finalizing the loan. After the loan was completed, I followed up to inquire about the gift card but was told I was not eligible. When I asked why, the representative could not provide an explanation, only stating that the issue had been escalated and it was determined I did not qualify, despite successfully completing my ******* March 2025, we received another promotional offer from Figure, this time for a $350 gift card upon completing a loan. Since we were planning to do another loan, I forwarded the promotion to my wife. She called Figure to ask why she had never received the previous promotion, even though she had also completed a loan with them. The representative confirmed that she was on the list of recipients and should have received the offer. They stated they would follow up to ensure she could use the promotion.However, after not hearing back, we called again the day before the offer expired. After spending almost an hour on the phone with a representative from Figure we were told that my wife was not eligible, contradicting the previous information. We requested to speak with a manager, but he was unhelpful and simply repeated that she was not eligible without providing any reasoning or assistance.This is now the second time Figure Lending LLC has failed to honor a gift card promotion that was clearly offered to us. After looking into this further, I have seen other reviews from customers reporting similar issues, indicating that this may be a recurring pattern. As loyal customers who have completed three loans with this company, we feel misled and frustrated by their lack of transparency and accountability. We are seeking an explanation and resolution for these unfulfilled promotional offers.

  Business Response

  Date: 03/27/2025

  Hello,

  
  We appreciate your feedback and apologize for the issue you experienced. We take this matter seriously and assure you that we are actively addressing your concerns. Someone will reach out to you directly to resolve the issue. Please know that providing exceptional customer service is a top priority, and your feedback helps us identify areas for improvement. If you have additional questions or concerns, please contact us directly using the information below.
  

  Thank you,
  **************************************************************
  ************

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because my credit report contains unverified accounts that I do not recognize. These accounts have been added under my name without my authorization, and I strongly suspect they may be linked to a data breach or fraudulent activity. This is a blatant violation of my consumer rights under the ****, and I demand immediate action.The following account(s) require verification:Company Name: FIGURELEND - Account #: ********* - Balance: $27,350.00 Despite my repeated attempts to obtain verification, I have not received any legitimate proof that these accounts belong to me. This failure to provide transparency is a direct violation of the **** (15 U.S.C. 1681g). I am demanding full documentation proving the validity of these accounts, including original account applications, signed agreements, or transaction records. A generic response stating that the account has been "verified" will not be accepted.If no such documentation exists, these accounts must be removed immediately under FCRA Section 611(a)(5)(A)(i), which mandates the deletion of unverifiable information. Additionally, I am filing a formal complaint with the Better Business Bureau (BBB) against the reporting company for failure to provide proper documentation proving the validity of the reported account. Their refusal to supply supporting records and failure to conduct a legitimate verification process are clear violations of federal law. I expect an immediate investigation and a full response addressing this issue.

  Business Response

  Date: 03/20/2025

  We appreciate your feedback and apologize for the issue you experienced. We take this matter seriously and assure you that we are actively addressing your concerns. Someone will reach out to you directly in regards to this issue. If you have additional questions or concerns, please contact us directly.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got preapproved for a 15-year loan for $120,000 at 8.9% interest after they did a soft credit pull and I filled out all the paperwork. They did a hard credit check then and said my property ownership needed to be verified. Once that happened, the offer changed to 30-year loan for $100,000 at *****% interest. This is 6.15% above the current mortgage index (almost double). No reason given and nothing else changed not even the estimated value of the property. My credit score was good (not great) and I only pursued this offer because it felt like they were offering a fair interest rate for my credit score. Now I feel like this was a bait and switch. The amended offer has such a significantly higher interest rate. I would have never let them check my credit if that was disclosed first. I feel so defeated and used.

  Business Response

  Date: 03/07/2025

  Thanks for your feedback. We're sorry you had a less than ideal experience with our process. Our HELOCs are priced competitively and the rate you were quoted depends on the credit profile, CLTV, lien position and other factors and can change as we learn more about your profile and property. Feel free to reach out if you have any other questions about your application or our offerings.

  Thanks,

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

• Initial Complaint

  Date:02/27/2025

  Type:Product 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.

  We were in the process of applying for a HELOC loan through Figure Lending. The application takes several steps and generally several days to a week as we needed to obtain documents to submit for this process. While we were in this process, we received an advertisement from Figure encouraging us to complete our application by December 25th 2024 and wed receive a $300 Amazon Gift Card after our loan funds. The exact wording is below: Need help with holiday expenses? Complete your application by December 25, 2024, and we'll send you a $300 gift card' to ****** after your loan funds!Consider it our congratulations.(The fine print stated that we needed to click the link from that email taking us to our application to finish filling it out.) I did this as I assumed this is how their system knows it was that add that encouraged someone to complete the process and would automatically send the gift card once our loan funded. Upon our e-signing appointment, I asked when we would receive our gift card and he let me know it was after our loan funded. We received another email confirming and I responded to it asking roughly how long it takes for the loan to fund. This would take roughly 5 business days. About a week and a half later I sent another email asking if figure is the one who emails us the ****** gift card soI knew where to look for it. And they confirmed that yes, figure would be the one sending it from their email and it would 20 days after our loan funds. our loan funded in mid December after the first week of January we should have received this $300 Amazon gift card from figure. We didnot. I sent an email inquiring about this. They asked me to send them a screenshot of the add. I sent them a screenshot of it. I never heard anything back. I emailed again over a week later. In short, I have been asked THREE times to provide a screen shot of the add we received and then ghosted after I send it. This gift card was due 11 weeks ago. Ive been scammed!

  Business Response

  Date: 03/03/2025

  We appreciate your feedback and apologize for the issue you experienced. We take this matter seriously and assure you that we are actively addressing your concerns. Someone will reach out to you directly to resolve the issue. Please know that providing exceptional customer service is a top priority, and your feedback helps us identify areas for improvement. If you have additional questions or concerns, please contact us directly using the information below.
  

  Thank you,
  **************************************************************
  ************

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have received a response made by the business in reference to my complaint. They completed their offer and I have received the gift card we were offered. I find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted an application for a ***** loan. Submitted every document they asked for and received an email that my loan was approved and funds will be in my account within a few days. Two days later received an email that my loan was denied. When I spoke with the manager I was told their computer software said in so many words that I was fraudulent...I wasn't who I said I am. They told me I could apply again but nothing could be done about that application. I submitted a copy of drivers license, passport, ssc, they have access to see the deed to my house showing the same name. Now I have an inquiry on my credit report! This doesn't make any sense to me! At this point I want others to be aware of their business practices and not trust them! I also want the inquiry removed from my credit report!

  Business Response

  Date: 02/25/2025

  Thank you for your feedback. We appreciate your feedback and apologize that your experience didn't meet your expectations. Because we are an online lender, we have an obligation to fully identify applicants during the application process, which can include time after documents are signed. In doing so, we employ tools that validate the information provided by the applicant using both current and historical data. If we are unable to validate the information provided, unfortunately we must decline the application. Please contact us directly if you'd like to discuss in further detail.
  

  Your Friends at Figure
  *********************************************************
  ************

  Customer Answer

  Date: 02/25/2025

   
  I am rejecting this response because, I have reached out to the company to get a better understanding of the denial, but the lady I spoke with was not interested in helping resolve this issue. You state there is an issue with my identity when my drivers license, social security card, bank statements, mortgage documents, etc. all show the same name and information proving that I am who I say I am. This company was referred through credit karma, who also has all of my identity documents to be able to provide lender suggestions. If you are unwilling to provide the service I applied for, remove this inquiry from my credit report, which also had to be verified with my identity.
  

  Business Response

  Date: 02/25/2025

  We apologize for your dissatisfaction but, for your privacy, that is the extent of the information that we are able to provide. We recommend reaching out to Experian directly to discuss the credit inquiry.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a physical mailer from Figure lending, stating that if I applied for a HELOC by 12/25 using their QR code, I would receive a $300 rewards giftcard. I applied, and received an approval letter via email on 12/25. On 1/9, I called figure because I had not received my giftcard yet. I was told that the *** could see my name was on a list of people to receive a giftcard and I should get it within 24 hours. I did not receive it, so on 1/10 I emailed Figure to document the issue that I still had not received my giftcard yet. No response. On 1/15 I called back and the agent, ****, confirmed that I was on a list to get the giftcard but it took 20 days after recording the loan for the giftcard to go out. On 1/27, I called Figure again, as I still have not received my giftcard. I was told today that I would not be receiving a giftcard because, although my loan application was submitted and a notice of approval was sent out by the deadline of 12/25, the e-notary session was not completed until 12/28. I feel that I have met the requirements and was told by multiple agents that I would get the giftcard, and now Im being told a different story. The whole thing feels like a very deceitful bait-and-switch.

  Business Response

  Date: 02/18/2025

  Hello,
  We appreciate your feedback and apologize for the issue you experienced. We take this matter seriously and assure you that we are actively addressing your concerns. Someone will reach out to you directly to resolve the issue. Please know that providing exceptional customer service is a top priority, and your feedback helps us identify areas for improvement. If you have additional questions or concerns, please contact us directly using the information below.
  Thank you,
  **************************************************************
  ************

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:
  The company said they would reach out to me and they did not. There has been no resolution or further communication. 

  Business Response

  Date: 02/24/2025

  We apologize for your dissatisfaction and are committed to working with you to resolve this issue. Please reach out to us to discuss this at ************.

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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.

  My home and family were victims of ***** ****** and had extensive damage to our home on 9/28/2024. When I could get cell service I made a claim to the insurance company on 10/2/2024. They sent out an adjuster and issued a settlement check on 10/10/2024 to me and my mortgage servicing company Figure Lending. I received the check several days later. I endorsed the check and sent with tracking to Figure Lending, tracking shows they received the check on 10/25/2024. It has been 21 days and they have not issued me a check to get work started. Their policy is 7-10 days. I keep calling and they wont give me a straight answer. I had to pay out of pocket to get my roof fixed because I could not let it sit with trees crushing it. I asked ten days ago for the 50% inspection and they havent sent anyone so that second payment is also not in the works. By law i must be paid within 30 days of making a claim. Its been 44 days.

  Business Response

  Date: 11/22/2024

  Thank you for providing the feedback about your experience and we are so sorry about what you have gone through. Our team is working diligently to resolve the issue and will be following up with you.  If you should have any questions, please feel free to contact us at **************

  Customer Answer

  Date: 11/23/2024

   
  I am rejecting this response because: Figure lending provided no solution and has not provided the funds they owe me.  I believe they are commingling funds and have spent the money which is illegal. Ill be hiring an attorney and asking the insurance company to hire an attorney if this is not resolved.
  
  

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2024, I began shopping for ***** options. I selected Figure as they advertised a line of credit I was looking for and had a fast deposit process. They provided me with a HELOC totaling $291,082 in initial draw at an APR of *****% and charged me an origination fee of $4,366 which was derived as 1.5% of the initial draw, thus providing a credit limit of $295,448. They arrived at this offer from an appraisal service they used called VeroValue, which provided an appraisal of $946,000 on my home. This appraisal also reported a confidence score of 87 out of 100. On October 31, 2024, just 62 days after I opened my account, I attempted to draw $10,000 on my line of credit. I was promptly emailed that my account was suspended until December 31, 2024 because:The value of your property has declined significantly below its appraised value for purposes of your Home Equity Line of Credit. Estimated Value Used for this Decision: $756,********* of today, the company continues to practice delay tactics to engage with me on discussions of lifting this suspension, redoing my credit limit, or refunding my origination fee. Any time I can get someone on the phone, they tell me they need to escalate this situation and they promise they will call me back by a certain date and time, for which they have continuously failed to do.This is a textbook bait and switch. They clearly baited the consumer, to select their institution with a large credit line utilizing an inflated appraisal value, which also drove their origination fee higher. Then magically that appraisal dropped 20%, locking me out of my own credit line. Nothing has changed in regards to my home. Further, the only cure I have heard proposed from the company is for me to pay for my own appraisal to challenge the validity of their most recently run appraisal value. The laughable difference in valuations here in such a short period of time with no macro (or local) changes in my housing market is a total scam.

  Business Response

  Date: 11/20/2024

  Thank you for taking the time to communicate your feedback with the service you received from Figure. We have carefully reviewed the information you have submitted and our team will be reaching out to you directly to resolve the matter.

• Initial Complaint

  Date:11/03/2024

  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.

  I applied for and received a Heloc in June 2024. Part of the requirement was for me to show proof of homeowners insurance. I specifically bought insurance for this purpose. I supplied it to Figure. It was accepted and my monthly payment was 275. Shortly afterwards I decided to pay off 10 percent of my balance after multiple conversations with Figure. I was told my new payment would be about 225 monthly. After my 10 percent payment was accepted I noticed my payment had gone down only 12 dollars. I called 4 or 5 times and finally after asking to speaking with a supervisor she I formed me, I was being charged for lenders insurance because I had not provided proof of home- owners insurance. I never had received communication from them. I uploaded my proof again, and was told my loan would reammoritize within a week. It never did. I had to call again and again Finally a male *** told me that apparently my insurance was not sufficient, and I had to show the ************** I provided that 2 weeks ago. Still no communication from Figure. I'm not wasting my time again on the phone with incompetent ***s. ** monthly payment is still showing as 260 plus 3 dollars now. I am supposed to receive a refund for lenders insurance and my monthly payment should be around 225 or less. This is a horrible company with no communication.bthe ***s are not knowledgeable. I need my billing adjusted. plus a written communication that both my personal and ************* have been submitted. Lastly I need a refund for all lenders fees.

  Business Response

  Date: 11/13/2024

  Thank you so much for your feedback and we apologize that you weren't happy with your experience.  We would like to work with you to resolve this issue. Please contact our customer service team at ************.

  Customer Answer

  Date: 11/13/2024

   
  I am rejecting this response because:

  I have spent hours on the phon with this com. They di not allow you to speak with a supervisor until you tell the rep *** problem. All of my documents and notes should be in the system. They simply need to seevthat I provided homeowners and ************** They need to adjust my billing

  
  

  Business Response

  Date: 11/20/2024

  We are working diligently to resolve this issue for you and sincerely apologize for the experience you've encountered.  We will be reaching out to you to discuss further to achieve resolution.