ComplaintsforCredit Saint, LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want my account closed because of fraudulent activity

  

  Business response

  08/06/2024

  This is an extremely misleading complaint. This client never attempted to call us, email us, fax us, use our live chat feature on our site or even the paper cancellation form provided upon enrollment. Cancellations are easy and take only a moment of time on the recorded phone line to process and provide a confirmation number.

  Even more confusing is that we dialed the client a total of four times in the month of July as their account is brand new and we are missing important documentation. We left voicemails each time.

  This account is cancelled, but it is a shame that a consumer that hired us to help would leave a complaint of this level to hurt our reputation for the next several years, rather than using one of the many communication methods available with our company. This seems like a blatant misuse and abuse of the Better Business Bureau platform and the integrity of their system. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to file a complaint against Credit Saint. In October 2023, I agreed to a 90 day free trial with Credit Saint to help remove late payments from my credit report. While they did not incorrectly charge me for the initial trial period, Credit Saint failed to deliver the promised credit repair services.I have now been a customer of ******************** for over 7 months, during which time I paid fees totaling $495. When I agreed to their services, it was with the understanding that Credit Saint would work to remove late payments from my credit report. However, despite the significant amount of time that has passed and money I have paid, Credit Saint has not removed any late payments. Each time I have tried to cancel my account, ******************** transferred me to another agent who claimed they needed to do a "deep dive comparison audit" and discouraged me from canceling by implying not to allow two credit agencies access to my report. However, I could have worked with another company but did not want two credit agencies in my report at once disputing on my behalf.I have made multiple attempts to resolve this directly with Credit Saint by requesting a full refund of the $495 I paid, since they did not fulfill their end of the agreement. But Credit Saint has refused to provide a refund, despite not delivering the promised credit repair services. They also cancelled my access to the credit portal leaving me unable to monitor any progress. Given that Credit Saint failed to diligently remove late payments from my credit report as agreed, even after being paid $495 in fees over several months, I am requesting the BBB's assistance to obtain a full refund. I called Credit Saint again today and was once more told no refund would be given. Please advise on next steps to resolve this issue. I appreciate any help the BBB can provide.Sincerely,LB

  

  Business response

  07/30/2024

  Thank you for taking the time to share your feedback. We genuinely appreciate the opportunity to address your concerns and clarify our policies regarding the services provided.
  1. Clarification on Service Terms:
  It appears there is some confusion regarding our service terms. Credit Saint does not offer a free trial. Our programs come with a 90-day Money-Back Guarantee (MBG). To qualify for a refund, clients must be active in the service for at least 90 days, and have no deletions from their credit report. 
  2. Multiple Accounts and Terms of Service:
  Please note that our MBG requires clients not to engage with other credit repair companies while using our services, as managing disputes with multiple agencies can affect overall effectiveness, and leave the question of who accomplished having the erroneous items removed. 
  3. Communication and Resolution:
  We apologize for any frustration or confusion during your service. We spoke with you on July 30, 2024, and were pleased to provide a resolution that met with your satisfaction and approval. We are grateful for the opportunity to resolve this matter and are committed to delivering a world-class experience for each and every one of our clients.
  Thank you again for your feedback. We hope this explanation clarifies our policies and the actions taken regarding your account. If you have further questions or need additional assistance, please do not hesitate to reach out to our customer service team.
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people I signed up With my wife are having both of our credit filed mixed and confused they refuse to fix this error mistake in their system

  

  Business response

  08/05/2024

  The complaint in question, filed on July 26, 2024, regarding the mixing and confusion of credit files for a couple, was thoroughly reviewed. Upon investigation, we found that this complaint was submitted by the clients' son, impersonating his father and without knowledge of the recent conversation and resolution reached between Credit Saint and the mother.
  Our management team promptly reached out to the clients following this new complaint. During the conversation, the clients and their son acknowledged the misunderstanding and expressed their apologies for the error. They clarified that the son had filed the complaint without being aware of the actions already taken to resolve the previous issue under Complaint ID: ********.
  On August 2, 2024, the client called back for a follow-up with our team and reiterated their apologies for the reviews. We appreciate their understanding and cooperation in clarifying the situation.
  At Credit Saint, we remain committed to providing exceptional service and ensuring our clients' concerns are addressed promptly and accurately. We appreciate the opportunity to resolve this matter and reaffirm our dedication to client satisfaction.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made my first initial payment on April 11,2024 I was told once I make my initial payment of $99.99 they would start working on my credit reports challenging all three credit bureaus it could take any were from 30 to 45 days on May11,2024 I asked for an account update I was told it's going to take 45 days's before I get any results. So I asked the representative for my refund of $99.99 back I was told I have to call back at the end of the month that when they will all three credit bureau challenges back. So now it's a little over ********************************************************************** that she got my results back and that everything on TransUnion was removed off everything on Equifax was removed off experience had one item removed. I'm still asking about my Refund of $99.99 back I just keep getting the run around. Remind you it says all programs comes with a credit saint's 90 day money back guarantee they have refuse to give me my money back ***** keep giving me excuses after excuses. I check my credit report information and everything that I disputed with them on April 11th as of July the 25th2024 all negative Accounts are still being reported on my credit profile nothing has been removed or changed they lied and have every excuse not to refund me my$99.99 dollars back. I continue to call and ask for my initial fee of $99.99 refund. they refuse to give my refund back I truly believe they never start working on my credit report. they've been lying the whole time. They refuse to let me speak with the supervisor or a manager regarding my situation. I have had three representatives to hang up in my face when I ask about my report why hasn't anything been done on it. I asked them why was I told that items have been removed off of all three credit reports no body can answer me. I feel like credit sanita is a scam. They advertise 90- Days money back guarantee.please help my get my $99.99 back.

  

  Business response

  07/30/2024

  Thank you for sharing your feedback. We take your concerns seriously and appreciate the opportunity to discuss and address this matter.
  1. Initial Payment and Service Commencement:
  We received your initial payment of $99.99 on April 11, 2024, and immediately released challenges to all three credit bureaus as part of our service. Typically, initial results are seen within 30 to 45 days, depending on the specifics of your credit report and the responses from the credit bureaus.
  2. Refund Policy and Account Status:
  Our 90-day Money Back Guarantee (***) requires that clients remain active for a full 90 days, make all required payments, and have no deletions from their credit report to qualify for a refund. Since your account was only active for a brief period and only the initial payment was made, it did not meet the *** criteria. Your account was closed due to non-payment, which affected our ability to provide ongoing services and fulfill the *** conditions.
  3. **************** and Communication:
  We apologize if you felt your concerns were not fully addressed. We strive to offer clear and supportive service and do not have a practice of hanging up on clients. We regret any miscommunication or frustration you experienced.
  4. Resolution and Follow-Up:
  We spoke with you on July 29, 2024, and worked out a resolution that met with your approval, for which we are thankful. We appreciate your patience as we resolved this issue.
  Thank you again for your feedback. We hope this response clarifies our policies and the actions taken regarding your account.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with my husband since they told us we get a couples discount my credit report shows accounts of my husband they refuse to fix this error my accounts are separate

  

  Business response

  07/25/2024

  We wish the client would have requested to speak with a member of our  team regarding this error before submitting this complaint. Our clients sign themselves up and in this case, the data for this client and her spouse were crossed. A simple call to our team would have had this matter resolved immediately. Upon receipt of this review, we made multiple attempts to contact this client and upon our conversation on 7/22/2024 we successfully resolved these issues for the client. This client is now at the start of their first cycle and we look forward to delivering world class service and excellent results.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told Credit Saint offers a 90 money back guarantee, I was also assured they could help me with my credit issue. After 90 days I asked for a refund, I spent $300 for their service. I was given the run around, I was told to call back, then I was told they would call me back. After over a week I finally talked to someone who informed me that one late payment had been removed from my credit report making me ineligible for a refund. I asked to be sent the credit reports proving this, nothing was sent. I called 2 weeks later and was sent the reports days later however the files are password protected no I can't access them. Now I call to ask for the password and I get hung up on. I have seen my credit report, nothing was removed, this company did nothing for me, my credit score decreased. I want the refund that I am entitled to per their 90 money back guarantee. I have seen my credit report and nothing was removed, I was able to see my report through other services I have

  

  Business response

  07/25/2024

  We have made several efforts to address the client's concerns. On July 17, we attempted to contact the client multiple times and followed up with an email. The client requested a call back for 11 a.m. on July 19, but when we called at that time, we were directed to voicemail. Additionally, we sent the requested credit reports, but it seems the client had trouble accessing them due to password protection.
  
  We apologize for any inconvenience this may have caused and remain eager to assist the client in accessing their reports. Our commitment is to resolve the clients concerns, and we have been actively trying to reach them without success so far.
  
  We regret any frustration or inconvenience experienced and are dedicated to ensuring that all our clients have a positive experience and meet their credit improvement goals.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Saint is a ripoff they have a 90 day money back guarantee beginning on the 91st day void on day 120 this includes weekends which they are not open on.. credit saint took 650 from my account and did absolutely nothing to repair my credit.. I am seeking the last two payments in which they charged in the same month

  

  Business response

  07/25/2024

  Thank you for your feedback. We genuinely value your concerns and are committed to providing the best service possible. We would like to address the points raised in your complaint:
  
  Our programs are backed by a 90-Day Money Back Guarantee, which includes specific terms clearly outlined at the time of sign-up. To qualify for this guarantee, it is necessary to remain active in the service for the full 90 days without any deletions. Additionally, if you continue using our service beyond 120 days, the Money Back Guarantee no longer applies. This policy is designed to support clients who complete two full cycles of challenges without deletions.
  
  We understood your situation and, although the request for a refund was made outside of the stipulated timeframe, we made an exception and refunded a single payment as a courtesy. 
  
  If you have any further questions or need additional assistance, please don't hesitate to call and ask to speak with a Manager. We are here to ensure you receive excellent care.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with Credit Saint for almost 1 year. Since September of last year, all of the bureaus that they have attempted credit repair services on have sent me emails and letters stating they will NOT process the disputes due the fact that they believe a third party is requesting the disputes and not myself. I have reached out to Credit Saint MULTIPLE times over several months and provided them copies of the letters and emails letting them know that the disputes are being ignored. They have done nothing about it. In fact, I got another batch of emails and letters saying they will NOT process the most recent disputes that Credit Saint has sent them. I have received zero response from Credit Saint.

  

  Business response

  07/05/2024

  We appreciate the opportunity to address this client's feedback and clarify the situation. This client remains in the program and we look forward to speaking again at the end of this investigation cycle. 
  
  Dispute Handling: We understand your frustration with the credit bureaus' response to our dispute submissions. It's common for them to request verification to ensure the disputes are legitimate and authorized. We have promptly responded to each request received from the bureaus by submitting new disputes on your behalf. As you can see our response was acceptable because you saw additional changes after receiving that letter. 
  
  Progress and Deletions: Contrary to your claim, our records indicate significant progress in your credit repair journey. Specifically, you achieved deletions in multiple cycles. We are committed to helping our clients achieve their credit goals, and we are pleased that you found our solution satisfactory when we discussed this matter on July 3rd.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have emailed Credit Saint at ******************************** a couple times trying to cancel my subscription and haven't received a response. It appears they are intentionally not allowing me to cancel

  

  Business response

  06/13/2024

  This client was emailing a no-reply inbox. We have confirmed there was an auto-response sent to the client almost immediately letting them know account changes can not be completed online. Had this client called us, used our live chat feature on our website, used the cancelation form and contact information in their consumer agreement or any other way except emailing an no-reply email account, their account changes would have been processed promptly. We have since dialed this client but have not been able to reach them. This account is cancelled. 
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the beginning of April I started a contract with this company for 2 people for credit services. Despite me setting up the account with proper items they kept saying they didn't have what was needed. I emailed to cancel the account. I also called several times to cancel and their number (which I check several times and tried several) kept disconnecting following my email requesting cancelation. I want to cancel both accounts and get the ****** guarantee they promise.

  

  Business response

  05/28/2024

  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and strive to provide the best service possible. We apologize for any inconvenience you may have experienced and would like to address your concerns comprehensively.

  Upon reviewing your account, we found that you and your spouse signed up for our services online on April 12, 2024. Since then, we have made numerous attempts to contact you to welcome you to our service and ensure your account was set up correctly for the best possible outcome. Specifically, we attempted to reach out 15 times over the course of several weeks, leaving voicemails each time as we did not receive a response from either you or your spouse.We first received communication from you via an email titled "Cancellation/Better Business Bureau" on May 20, 2024, at 2:59 PM. A few hours later, at 7:37 PM, we received a notification of your BBB complaint. Please keep in mind that due to the volume of emails we receive, it does take time for us to process and review incoming email and typically requests a 24-hour turnaround time.

  Following your email, we promptly attempted to reach out to you the following day to address your concerns, but were met with another voicemail and did not receive a response.Regarding your request for cancellation, our policy requires that cancellations be processed over the phone to ensure account security and proper handling.  While we understand this may be inconvenient, it is in place to protect our clients information and ensure a smooth cancellation process. Both the cancellation policy as well as money-back-guarantee are reviewed on the initial phone conversation with the client. We verbally confirm they understand and do not have any questions about either.  We are eager to resolve this matter and would appreciate the opportunity to speak with you directly. Please contact our customer service team at your earliest convenience so we can assist you with the cancellation process and address any further concerns you may have.

*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. ↩