Complaints

This profile includes complaints for On Deck Capital, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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On Deck Capital, Inc. has 9 locations, listed below.

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  On Deck Capital, Inc.

  1400 Broadway 25th Floor New York, NY 10018-5225

  
• 

  On Deck Capital, Inc.

  999 18th St STE 1200N Denver, CO 80202-2499

• 

  On Deck Capital, Inc

  901 North Stuart, Suite 700 Arlington, VA 22203

  
• 

  On Deck Capital, Inc

  901 North Stuart, Suite 700 Arlington, VA 22203

  
• 

  On Deck Capital, Inc.

  4700 W. Daybreak Pkwy. Suite 200 South Jordan, UT 84009

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:04/15/2024

  Type:Order 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.

  In February, 2023, I was contacted by a very aggressive law firm, regarding a debt I owed to OnDeck in the amount of $4,300.47 for my business, ************************* Realty. That law firm, *****************************, offered me six installments to pay the debt off, beginning in February 2023 and ending in July of 2023. Even though I was making payments, they would continue to send me threatening emails. I paid the debt, in full, by the timeline of July, 2023. OnDeck sent me no release of any UCC liens, nor anything showing the debt was paid in full. Neither did *****************************, LLC. In April of 2024, I received an email from OnDeck, again threatening me for the same balance, claiming I hadn't paid it, and threatening to **** I have proof of all payments, and a signed copy of the agreement in which ***************************** LLC claims to represent OnDeck.

  Business Response

  Date: 04/22/2024

  Thank you for allowing OnDeck to respond to ******************** complaint.OnDeck is committed to providing the best possible borrowing experience for our customers. We are truly sorry if we came up short of this goal.
  

  Upon receiving this complaint, OnDeck conducted an internal investigation regarding *** ******* situation. Our research indicates that *************** was sent an email notification in error. We have identified the issue and we are working to get this corrected however she should not receive any additional emails. We have also confirmed that the loan with OnDeck has been paid in full through a settlement offer with *****************************, LLC and there is currently no UCC lien on *** ******* business.In addition, our records reflect that we furnished, as of July 31, 2023, among other data points, that the loan's current balance was zero and the account is closed. We have included a transaction history report that reflects a zero balance as of July 27, 2023.
  

  If **************** would like to discuss this further she can contact our customer support team Monday-Friday from 9:30 a.m. 7:30 p.m. ET at **************.
  

  Sincerely,
  Ondeck Complaints and Disputes team

  Customer Answer

  Date: 04/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  This broker is a scam if only I had read about them before going into trade with them. ?? they keep telling me to deposit more of my funds.. After I read about them and concluded and decided to reach out to ***************** after I read so many reviews on how She has helped a lot of victims. Well, I am glad ***************** was able to help me recover my money. You can get in touch with HER on their company mail Email: harperjamesplatform @ gmail com

  Business Response

  Date: 04/16/2024

  Hello, we can't seem to find an account in our system. Merchant can reach out to us at ****************************************** with the name and business name. We'd like to look into the complaint. Thank you.

• Initial Complaint

  Date:03/22/2024

  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.

  This business has unfairly and unjustly denied my loan application after meeting all minimum requirements. They send me letters each time not telling me what the reason is for denial and asking. I contact them for the reason which I am doing now. Of course this firm will have an inquiry on my credit report bringing down my credit score yet again so I can use that as a pathetic excuse.

  Business Response

  Date: 03/28/2024

  Thank you for allowing OnDeck to respond to ********************** complaint concerning his denied loan application with OnDeck.  Upon receiving this complaint, we completed a thorough investigation regarding his claims.
  

  Our research indicates that ******************** application was denied due to a derogatory history in Business Credit at the time of his loan application.  If ******************** has a discrepancy in the results of his credit reporting information, we suggest he reach out to the credit bureau to resolve any issues.
  

  OnDecks goal is to provide clear communication on any loan decision,and if a training opportunity is recognized we will address that with the appropriate parties.
  

  Although ************************ application was declined, he is welcome to reapply within 30 days of the decline. OnDeck is committed to providing the best possible borrowing experience for our customers. 
  

  Thank you. 

  Customer Answer

  Date: 03/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Order 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.

  This is one of the scamming small business funding programs. They loan on your future income at an illegal interest but when your business slows down they do not adjust as they said. I told them I could not afford the weekly payment and they wanted double money in one year. We got slow I tried to make reasonable monthly payment they refused. They said they would adjust but they refused. SO really they are not doing a loan on receivables they are doing an illegal high interest loan. Now that our company is making way less than there payment they want to *** me in court and ruin my credit make threats and take our equipment needed to work.

  Business Response

  Date: 03/04/2024

  Thank you for allowing us to respond to ***************** complaint.OnDeck is as transparent as possible when we close on all of our loans in regards to loan costs, including but not limited to payment structure, and interest expense on the loan.
  On or about January 6, 2023, ****************** applied for business credit through an independent third-party broker, **************, LLC.Based on the information contained in that application, ****************** was approved for a $105,000 loan from OnDecks banking partner, ************ On or about June 8, 2023, ****************** qualified to apply for a loan renewal. At that time the renewal application was received and reviewed by underwriting. Unfortunately, ***************** was not approved due to; the high-risk industry; his Personal Credit Score is on the lower end of our acceptable range the low volume of recent bank deposits. On June 23, 2023, ****************** revoked his ACH payments and started to fall behind on his payments. Because of this, collection activities started.OnDeck made offers of available payment assistance, which were not accepted by *****************. On October 2, 2023, *** ******** OnDeck account was written off for $79,052.84. In addition, *** ******** contract only offered weekly payments. Ultimately,we believe it's important for each small business owner to decide what type of financing is best suited for them.
  If ****************** would like to discuss this further, he can contact us at ****************************************** or **************.
  Sincere regards, 

• Initial Complaint

  Date:12/29/2023

  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.

  On Deck continues to say that I have a bankruptcy on my credit and that's not true .

  Business Response

  Date: 12/29/2023

  Thank you for allowing OnDeck to respond to ****************** complaint concerning his denied loan application with OnDeck.  Upon receiving this complaint, we reviewed our records about the situation.
  Our research indicates that **************** did not meet our minimum underwriting requirements at the time of his loan application.  If **************** has a discrepancy in the results of his credit reporting information we suggest he reach out to the credit bureau to resolve that issue.
  OnDecks goal is to provide clear communication on any loan decision, and if a training opportunity is recognized we will address that with the loan specialist.
  Although **************** did not meet our underwriting requirements at the time of his application, he is welcome to reapply within 30 days of the decline. OnDeck is committed to providing the best possible borrowing experience for our customers.  Thank you. 

• Initial Complaint

  Date:12/27/2023

  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 disputed this charge because I paid for a service that was not fulfilled. Why am I now being charged for a service I didn't receive!

  Business Response

  Date: 01/16/2024

  Thank you for allowing us to respond to this complaint, we're sorry to hear of any negative experiences. We can't seem to find any account information in our system with the information provided in this complaint and would like to point out the attachments the complainant provided shows a charge of $30.00 from Th3 *******, which is has no ties with OnDeck. Thank you. 

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] Well the charge I disputed is attached ! I didnt approve of this charge. I would like my money to be refunded. I didnt give Planet Fitness permission to be charging my credit card.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/25/2024

  Thank you for allowing us to respond to this compliant. ******** has made statements of not given permission for "Planet Fitness" to charge her account. Also, attached screenshots of charges made to her account by "**********" both of which has no connection to "OnDeck". We were also unable to locate any account information for the merchant in our database. This is not a charge by OnDeck Thank you. 
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  My business took a loan with OnDeck in December of 2022. Since then, they have been taking $400 per week from my business bank account. Last week, ***** closed my business bank account and opened a new one due to fraudulent activity. I called OnDeck to provide my new account number and ACH authorization form. They want a letter from Chase which requires me to go to a Chase brand personally. I have explained to OnDeck on the phone and in writing that I don't have a way to mobilize to the bank to get that letter. I printed a screenshot of my Chase online dashboard, where they can see my business name and account number. However, they refuse to take my payment have placed my account on hold. They verified my personal information several times and still refuse to take my payment. They will keep me on hold and charge me interests and fees until I provide that letter. This is illegal.

  Business Response

  Date: 11/02/2023

  Thank you for giving us the opportunity to respond to ************************* complaint.
  

  We have had an opportunity to review the requests made to OnDeck on October 30, 2023, and on October 31, 2023, and to investigate the current status of our responses to such requests. Our investigation reflects the following:

  On October 30, 2023, **************** spoke with Ondeck **************** and made the following request:
  Bank account change- **************** requested to have her current bank account on file with ********************** updated because the account was closed due to fraudulent activity. At that time **************** was advised to complete an *** authorization form and send in a bank statement or bank letter including the Company name,the full routing number, and the new account number. The merchant was informed a screenshot of her bank portal is not an acceptable document per OnDecks policies.

  An email was sent to **************** confirming the bank account change request including the *** authorization form to be returned for confirmation as well as a list of required documents. **************** submitted the signed *** authorization and a screenshot of her bank account portal dashboard. OnDeck replied informing the merchant the screenshot is not an acceptable document.
  

  On October 31, 2023, Merchant spoke with Ondeck **************** and made the following request:
  Bank account change- **************** requested to have her current bank account on file with ********************** updated because the account was closed due to fraudulent activity. The merchant was informed the signed *** authorization was received. However, the screenshot of her bank portal is not an acceptable document per OnDecks policies. The merchant was informed a bank statement or bank letter was needed. **************** then insisted on making the payment over the phone but advised the bank account on file was closed therefore, a payment could not be processed over the phone. **************** was informed she could send a wire payment **************** did not accept the option and she disconnected the call.  
  

  On November 1, 2023, the complaint was received. To stay in compliance with our policies and procedures that are in place, OnDeck is unable to complete ****************** request until we have received the required documents to process the update. Once the required documents are received we will be more than happy to complete ****************** request. In the meantime, **************** can send payments via wire transfer.
  

  If **************** has any additional questions she is more than welcome to contact OnDeck **************** at ************** or by email at ******************************************.
  

  Sincerely,

  
  ******* *
  OnDeck Complaints specialist

• Initial Complaint

  Date:09/28/2023

  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.

  My bank overnighted a check to pay off my loan on 9/14. Tracking shows the check was received on 9/15. I am still having weekly loan payments of nearly $4000 pulled from my account by **********************. They have stopped responding via email. I called customer service who says it takes up to 4 weeks to deposit a check. (They refused to accept a wire). They won't give me a date of when they will stop taking money from my account, acknowledge payment has been made in full, etc. Their negligence is hindering my affairs and financial planning drastically. I need OnDeck to resolve this asap. Thank you

  Business Response

  Date: 10/06/2023

  Thank you for allowing OnDeck to respond to ********************** complaint. Upon receiving this complaint, OnDeck conducted an internal investigation of *** ********* situation. Our research indicates the check was received via ***** overnight services. However, the check did not have any identifiable account information included, which added more of a delay to our check process timeline of 2-4 weeks. Our representative was in communication with ******************** throughout the investigation process. As of today, the check has been received and applied to *** ********* account. The account is paid in full, no additional payments will be debited from his bank account, there is a pending refund on the account, and account closure is pending.

  If ******************** has any further questions, he is more than welcome to call **************** at **************.
  

  
  

  Customer Answer

  Date: 10/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   As you can see, the check was received September 15th.   Not only did I provide the proper information associated with the payoff, which ondeck apparently denies, but I called and emailed repeatedly to attempt to resolve this issue.  I sent the same screenshots and OnDeck vehemently denied receiving the check, having any knowledge of payoff, etc. In the meantime they continued to pull payments from my bank account which, as you can see, has resulted in overpayment of over $15,000.00.   
  

  I have received no communication (other than the response to my complaint) regarding this matter.   And now I am owed a chunk of money and need to know when it will be refunded.   (I have called and emailed many times trying to resolve this issue). 

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/18/2023

  Thank you for allowing OnDeck to respond to ********************** complaint. Upon receiving this complaint, OnDeck conducted an internal investigation of *** ********* claims. Our research indicates as of October 6, 2023, the check was applied to ************************ account. On October 9, 2023, ******************** called OnDeck **************** to inquire about his refund, at that time he was informed of the pending refund of $15,476.43 and that the refund would be processed within **** business days, this was to ensure the check was not rejected or withdrawn. As of October 17, 2023, the refund has been processed and will be deposited into the bank account on file via ACH. My ******** should see this reflected in his bank account within 1-3 business days. If ******************** has any further questions or concerns, he is more than welcome to call **************** at **************.

• Initial Complaint

  Date:08/17/2023

  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.

  Have made 5 requests for an early payoff letter and have been unable to obtain such letter. Reached out to numerous contacts within OnDeck and have not received the payoff letter that reflects the early payoff discount as OnDeck offered for our loan. Loan account number: ****************

  Business Response

  Date: 08/18/2023

  OnDeck is committed to providing the best possible borrowing experience for our customers. We are truly sorry if we came up short in this goal. Upon receiving this review, OnDeck conducted an internal investigation regarding this complaint. Our research indicates that there were some missed opportunities regarding ********************** request. We appreciate you bringing this matter to our attention, and we recognize that a training opportunity will be addressed with the respective parties. As of today ********************** request has been fulfilled. If there are other additional questions or concerns please feel free to contact customer service at ************** or by email at ******************************************. Thank you. 

• Initial Complaint

  Date:08/04/2023

  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.

  On July 27th, 2023, we applied and were approved by Ondeck Capital for a loan in the amount of ******. We have not received the loan into our account at all as of yet. They however have taken a payment out of our account as of yesterday. We call customer service with them stating call our bank institution. We call our banking institution, they state no transfer has been received at all. We call Ondeck back and get the line wait a couple days to have supervisor call us back. This is beyond ridiculous and I am appalled we could be charged a payment on a loan we never received. At this point we would just like to cancel this loan all together and receive a refund for this payment.

  Business Response

  Date: 08/17/2023

  Thank you for giving On Deck Capital, Inc. (OnDeck) the opportunity to respond to ********************* complaint. Weve received and reviewed ********************* dispute dated August 7, 2023. OnDeck has identified the funding issue that has occurred and we're sincerely sorry for the inconvenience. As of August 9. 2023 OnDeck corrected the issue and the funds were deposited into ************* account on file. ********************** also advised ****** that we will process the loan return and she will just need to return the full proceeds of the loan, of which we have not received as of today. Hailin can contact our customer service department with  any further question or concerns at ************** or by email at ************************************************ you.