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:03/28/2025

  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.

  First off I made a payment in full on my account of $69 which was posted March 21, 2025. It did not reflect in my credit limit for 5 days. Next the hotel I stayed at on the 23rd put a hold on my card for a total of $100 and released that money on the 24th after checking out. As of today, March 27, it still shows a pending charge of the $100. I call the hotel yesterday. They told me that they did release the money and the credit card company told me that the hotel did not. I called the hotel again today and they told me it was definitely released. I called Sparrow and they told me it can take 10 days for that to fall off on my card. Totally unacceptable as it shows Ive used $100 of my credit line when I have not. Now if I want to close this account, its gonna reflect negative on my credit. I will never use this card again. And I wish I knew more about it before Credit Karma suggested it.

  Business Response

  Date: 03/28/2025

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:03/17/2025

  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 an email on March 13 advising that I need to respond back to the email because there may be fraudulent activity. I immediately called, the customer service representative stated that my account has been blocked and I need to respond back to the email that was sent, which I did. On today March 16 I received a email stating that my account was closed due to a security concern but there is no security concern, no one had attempted to use my card nor have I stated the card wasnt mine. There was no legitimate reason. My account had a zero balance, I responded back to the email in a timely manner, I called customer service which is outsourced and its hard to honestly get a manager on the phone or any type of help. My account needs to be reopened.

  Business Response

  Date: 03/18/2025

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have reached out to you personally regarding the resolution of this complaint. Our attempts to contact you via e-mail and phone have not been successful, so we have sent a letter in the mail that should arrive within 5-10 business days to address your concerns.  If you need anything else, you are welcome to reach out directly.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23072235
  
  I am rejecting this response because:
   
  I have not received any emails from you and I attempted to contact you and speak with a manager but I was told that a manager wasnt available at that time and they would have to call me back. Please show proof where you have attempted to email me since I have filled this complaint?

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

  Business Response

  Date: 03/20/2025

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:02/19/2025

  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 applied for Sparrow Credit Card through Credit Karma. Sparrow asked for a picture of my driver's license (front and back) and a selfie. Was a bit odd for a credit card company to ask, but I did it. Within a minute later, I got a denial for credit with them and their reason was "Documents submitted were insufficient to validate identity". I am concerned this this was a scam and a way to steal my identity. I wasn't denied based on my credit, but because they didn't like my selfie? Didn't like my drivers license? How many other applicants were denied this and did they have Identity fraud happen after applying for Sparrow?

  Business Response

  Date: 02/20/2025

  Thank you for your feedback regarding your experience with your Sparrow card application.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:02/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sparrow credit card is gouging. I close my account and I knew I owed money very little at the time. But they now have my card maxed out like Ive been using it. Ive contacted them about and they said nothing illegal about it. My reply is I have had other credit cards and close it and they didnt max out my card like I was using it.

  Business Response

  Date: 02/13/2025

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Like I have a choice 
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/21/2025

  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.

  When I first got the card I started off with a $300 credit limit. The company states within 6 months I can get a credit increase if on time payments were made and I have. I call customer service a couple of times and they tell me the same thing, theres nothing they can do and continue to make on time payments and it will go up. Almost a year later and still no increase

  Business Response

  Date: 01/22/2025

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22834198
  
  I am rejecting this response because: I have made every payment on time except for recent one. There is no reason that I should not have a credit increase 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/23/2025

  Thank you for your additional feedback regarding your experience with your Sparrow card. Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Business Response

  Date: 01/28/2025

  Customer Statement of the Problem:
  When I first got the card I started off with a $300 credit limit. The company states within 6 months I can get a credit increase if on time payments were made and I have. I call customer service a couple of times and they tell me the same thing, theres nothing they can do and continue to make on time payments and it will go up. Almost a year later and still no increase
  

  Case Summary:
  Customer was upset that they have not received a CLI since account opening.
  

  Activity Analysis:
  Customers account was opened on March 31, 2024. Based on our records, each month when her account was evaluated for a CLI, she did not meet the minimum score required to receive a CLI. Customer missed her due date on January 20, 2025 and will not be eligible for a CLI for an extended period due to the missed payment.
  
  Response to Complainant:
  Hello Ravyn,
  We understand that you have filed a BBB complaint regarding your Sparrow account and your expectation of receiving a credit line increase on your account. Although we do evaluate all accounts for their eligibility as early as six months after account opening, we do specify that the accounts must meet our applicable creditworthiness assessment and any other eligibility criteria. This is determined at our sole discretion and will analyze several factors including but not limited to: your ability to pay for a higher credit limit, the payment history & account utilization history of your account, and the length of time since you opened your account. If your account meets all of the necessary eligibility criteria, Sparrow will automatically increase your credit line and inform you of the change.
  After reviewing your account as part of our regular credit line increase evaluation process, it appears that you did not meet our eligibility criteria for an increase to your line of credit at this time. In addition to not meeting the necessary eligibility criteria, there was also a recent delinquency that occurred on your account, which prevented the granting of an increase. We will continue to evaluate your account on a regular basis,and we will inform you if you are granted a credit line increase at that time.
  Please let us know if you have any further questions.
  Best regards,
  Sparrow Support
  
  Complainant Rejection:
  I am rejecting this response because: I have made every payment on time except for recent one. There is no reason that I should not have a credit increase
  
  Follow-up Response to Complainant:
  Hi Ravyn,
  We received your updated response to the BBB complaint. We have reviewed and confirmed that your account has not met all of the necessary requirements within our credit limit increase policy during our regular evaluation process. Because of this, your account has not yet been granted an increased credit line. To ensure that we maintain a fair process across our entire customer base, we must ensure that all customers are held to the same standards related to providing increases.
  While we unfortunately cannot grant you an increase outside of this policy, we are happy to waive the late fee that was assessed to your account after payment wasnt received by your January 20, 2025 due date as a gesture of good faith for you.
  We will continue to evaluate your account and will inform you if/when you are granted a credit line increase.
  Thank you,
  Sparrow Support

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22834198
  
  I am rejecting this response because: I have a friend who is not a person of color and has missed more than 1 payment and credit score is worst than mine, yet theyve had a credit increase 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/18/2024

  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.

  I filled a chapter 13 Bankruptcy, Sparrow has not reported any account information since 9/30. I have filled disputes on all 3 of the major credit reporting agencies. At this time only ******** has updated the account as closed/ included in chapter 13 bankruptcy. I need Sparrow to update the account on the other two credit reporting agencies for a DTI calculation for my bankruptcy. I have reached out to them, my law office has as well and we get no call back.

  Business Response

  Date: 11/19/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

• Initial Complaint

  Date:11/12/2024

  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.

  Sparrow Financial claims that I requested them to cease all contact with me, and I never made such assumption. I have been in and out of the hospital, and money is not an issue, I thought I had all of my bills on auto pay, but I guess Sparrow doesnt offer auto pay. The next line of defense would be reminders. I didnt get notifications, calls, texts, emails, nothing. Sparrow now claims I requested it this way. If they had shot me a text or something, I would have been able to make the payment. Not there are late fees Im refusing to pay, and they wont budge. At the end of the day, I would like them to provide me with an explanation of how my preferences were switched to no contact at all, because this was not a change I requested a

  Business Response

  Date: 11/13/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22535589
  
  I am rejecting this response because:

  I remember that call, and it wasnt very clear who was calling, which is why I gave that remark. The agent was inaudible 

  Furthermore, if I had said it was the wrong number. It doesnt cogently follow that you would mark the account as cease and desist because if you had actually dialed the wrong number, you would have taken account permission, from a stranger, to cease and desist communication with me? 
  

  Why was there no further effort from Sparrow to verify my contact details? Like, how is somebody saying wrong number means to say you wont contact the customer anymore? It sounds like your agent was told he had a wrong number, not to cease and desist contact with the account holder  

  I do no accept this resolution, as it doesnt even make logical sense. As far as the late payments, you wont offer autopay, and you changed my preferences based on bologna  I expect a better resolution  

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

  Business Response

  Date: 11/14/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 
  

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sparrow C/o BBB:My name is ****** ***** and my account number is: ****************. My email is ******************* My address is **************************************************. Im reaching out because I contacted customer service multiple times in regards to my card declined most of my purchases online. Im correctly inputting the correct information and its declining. **************** is informing me that ********** is blocking these transactions for my protection and they can not control ********** nor contact **********. I requested a supervisor multiple times and I have not gotten one. I need someone to look into this matter! This is crazy because as a financial institution you guys should be able to reach out to ********** to authorize these purchases. I work in banking, so I know its possible. If there is no way to resolve this declines from **************** and other merchants please waive the annual fee as I can not use the card and close the account! I also have recordings of me requesting to speak to a manager and one not being available or calling me back.

  Business Response

  Date: 10/23/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/21/2024

  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.

  About 6 months ago, I was approved for a Sparrow credit card in the amount of $300. $59 was automatically taken out as an account opening fee. I made my first payment and because I am going through a serious financial hardship my second payment was returned. I called Sparrow to see if they would work with me on setting up a payment plan to get back on track. They refused and since then, the amount I owe is almost $800 I call every month to try and work something out and they refuse and even though the account is closed, they continue to charge me $40 a month on late fees. I offered to pay them $500 to cover the $300 and the $200 returned payment and they refused and said they would waive 1 late fee, thats it and it will continue to incur late fees and interest. I told them I would have to file a complaint and they said we are sorry to hear that, but theres nothing we will do to help you. My desired outcome is to pay only what I owe. For them to be fair, and waive all the late fees, and interest. I cant keep up if they keep doing this to me month after month.

  Business Response

  Date: 10/21/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22447219
  
  I am rejecting this response because: you and I never spoke and reached an agreement. I asked you to work with me, you did not want to. You want to continue to charge me late fees and interest. Although I begged you to work with me. You refused. I even stated  I would file a complaint with the BBB, your company didnt seem to care. I want to pay what is fair. The $300 credit limit and the returned payment. I want you to waive ALL of the late fees and interest and to quit charging me. Work with me please. The card has been closed for months and I call every month to ask you to work with me and you refuse.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/22/2024

  Thank you for the additional feedback regarding your experience with your Sparrow card. Because of our commitment to privacy regarding your account information, we have followed up with you personally regarding the resolution of this complaint. If you need anything else, you are welcome to reach out directly. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22447219
  
  I am rejecting this response because: please go back to the recording of our conversation where I asked you for help and you only agreed to waive 1 out of the MANY late fees and told me you were going to continue to charge me interest in late fees. Your conversations are recorded. You NEVER offered help. I even just said I would pay the $844 if you would please quit charging late fees and interest. Again, you refused. Sparrow is a company who doesnt want to work with their customers. I want to pay what I owe. The original card limit and the returned payment. I want to interest and late fees to also stop accruing. This is the resolve I want.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/22/2024

  Thank you for the additional feedback regarding your experience with your Sparrow card. Because of our commitment to privacy regarding your account information, we have followed up with you personally regarding the resolution of this complaint. If you need anything else, you are welcome to reach out directly.

  Customer Answer

  Date: 10/22/2024

  Sparrow will not try and reach a resolution, they respond here and say they feel that we spoke and its been resolved. I reject their response and tell them what I would like to do and they respond with the same thing. Clearly they are a company who doesnt want to work with the customer, but against them.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22447219
  
  I am rejecting this response because: Sparrow, again, you are not working with me, just repeating yourself. Please work with me to settle this account. My account is closed. I want you to quit charging late fees and interest and work out a settlement with me.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/23/2024

  Hello, I wanted to touch base regarding the complaint that we've been working on for one of our customers. We have sent multiple emails directly to the customer explaining the situation at hand in an effort to keep her details private from potential public-facing view on the BBB portal. With each response we have continued to receive egregious follow-up complaints via the BBB portal, even though we prompt the customer with each direct response to reach out to our team directly with further questions or concerns. Given the repeated nature of the customer not accepting our complaint responses & continuing to bring up the same details that have already been explained to her, I believe that she will not let this matter be closed unless we acquiesce to her requests. She continues to mention that she will only accept settling her account with us, which we've explained numerous times is not something that we can offer to our customer base. Attached, you will find each of the complaints along with our direct responses that were provided to the customer. I ask that you please take time to review this and let us know if this matter can be closed out in order to prevent using further time responding to this customers repeated concerns that have already been addressed by us.

  Thank you, 

  Business Response

  Date: 10/24/2024

  Ms. ************** an effort to respect your privacy, we have communicated with you privately to resolve your complaint. As we have noted with you through those communications, at this time we do not offer settlements to our customers. In order to fulfill your obligations with Sparrow, you are required to pay the outstanding balance inclusive of any interest charges and fees assessed to your account in accordance with the cardholder agreement you signed prior to originating your account with us. Given these details, we believe that this matter is resolved. 
  

• Initial Complaint

  Date:10/15/2024

  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.

  Subject: Request for Removal of Unauthorized Credit Card Account I hope this message finds you well. I am writing to bring to your attention an issue regarding my credit report. I recently discovered that there is an account listed under my name with your company that I have never opened or authorized.I kindly request that you investigate this matter and remove the unauthorized account from my credit report at your earliest convenience. I have never had any dealings with your company, and I believe this may be a case of mistaken identity or fraudulent activity.Please let me know if you require any further information from my side to assist with this process. I appreciate your prompt attention to this matter.Thank you for your assistance.

  Business Response

  Date: 10/15/2024

  Thank you for your feedback regarding your experience with your Sparrow card.  We appreciate your feedback as we look for opportunities to improve.  Because of our commitment to privacy regarding your account information, we have contacted you personally regarding the resolution of this complaint. Based upon our conversation, we believe this complaint is resolved.  If you need anything else, you are welcome to reach out directly.