ComplaintsforOn Deck Capital, Inc.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Details of original line of credit financing has changed, unknown to myself, and now forced to pay interest without being able to utilize line of credit. I was told on the phone yesterday 8/31/22 that their terms have changed within the last 24 months. These terms are different than the terms that I have originally signed for, and yet different than when my account came into the same problems 4 years ago. Line of credit has been open for 7 years.

  Business response

  09/02/2022

  Thank you for allowing us to respond to *** ****** complaint. OnDeck is as transparent as possible when we close on all of our loans regarding loan costs, including but not limited to payment structure, terms, and interest expense on the loan. If ************** would like a copy of his Business Line of Credit Agreement, it is readily available online in the Documents tab of his portal. ************** is more than welcome to call **************** at ************** to discuss further concerns regarding the line of credit structure here...

  Customer response

  09/02/2022

  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]

   I have taken all of those steps.  On Deck has admiringly stated they have made it more difficult to remove a line of credit hold than when my line of credit was originally created in 2015, and increased stipulations since Covid, yet, I have not received any communication in the change of these terms, in which would have resulted in myself not choosing to continue my line of credit, under the belief that my terms were as originally created.  

   

   

   

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

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

  Business response

  09/12/2022

  Thank you for allowing us to respond to *** ****** complaint. Per the Business Line of Credit
  Agreement Supplement. Subject to applicable law, if an Event of Default occurs under the Agreement, at any time thereafter,
  Lender may exercise any one or more of the listed remedies:. ************** can review his Agreement under sections ***** whereas, a detail explanation will be provided. OnDeck is as transparent as possible when we close on all of our loans regarding loan costs, including but not limited to payment structure, terms, and interest expense on the loan. ************** is more than welcome to call **************** at ************** to discuss further concerns regarding the line of credit structure.
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning I have a joint account with capital ******** levy was placed on the bank account my name is not on the levee I am on disability and my check is being withheld I spoke with the bank today Saturday the 30th The paperwork to release the bank phones was given to them yesterday Friday now they tell me I have to wait till Monday because they dont work on the weekends this is a disability check which according to my knowledge you cannot hold a disability check this is not the first time with this bank this continues please inform the bank that they cannot hold someones disability check his name is not on the levee thank you

  Business response

  08/09/2022

   Hi there, we can't seem to find you in our system. Can you please reach out to us at ****************************************** with your name and business name? We'd like to look into your complaint. Thank you.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive gave this company OnDeck Capital my personal and business application that is qualified in any term loan. These guys harassed me for 3days straight to get my information to tell me I didnt qualify after the person ************************* told me I would be approved. He took my personal info and Im convinced there using it.

  Business response

  01/05/2022

  Thank you for giving OnDeck the opportunity to respond to ************** 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. 
  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. OnDeck would like to assure you that we do not sell or use customer information without permission.
  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.  BusinessLoans.com is a website specifically created, by us, to assist business owners in learning about financing and we recommend this as a resource to all merchants. 
  
  Sincerely,
  OnDeck  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an invitation to apply for credit over the mail by On Deck, I was in the process of filling out the application and at the END of this application I was presented with their policies, it was a requirement to accept in order to PROCEED with the application. I did not approve of the clause where my personal and banking information was to be used at their discretion, providing power to bypass the State sponsored "Do not call" program, and allowing them power to distribute said info. I deleted ALL of the application and destroyed the paper received in mail (with BBB logo). today I received an email to the address I was to use in the process. THEY OBVIOUSLY FISHED MY INFORMATION WITHOUT ME AUTHORIZING THE USE OF IT, given I DID NOT AGREE with the terms outlined. This is clearly a breech in good marketing practices and I ended up providing information UN-WILLINGLY.Either:-their application is to outline their policies on personal information of the applicant EARLY IN THE APPLICATION. or -Their access to applicant's information is to be "off limits" until the applicant agrees and checks the box to do so,

  Business response

  10/28/2021

  In response to the issue raised by the BBB, we have outlined below ****************** journey and the following action we have taken to remedy this situation.
  
  **************** received a Direct Mail from us and on their own volition typed in the *** of the Landing Page which we recommended they navigate to in the piece of Direct Mail:
  *****************************************
  That is the Landing Page that we recorded within our Customer Relationship Manager system. **************** entered his information into the Lead Capture form at the top of the page and then clicked 'Submit' to continue to proceed with our online application. At the top of the page where the Lead Capture form is situated, we have a disclaimer that outlines to anyone on the page that they will be contacted by our representatives or agents once they click 'Submit'.
  
  The disclaimer language shown on the webpage is as follows:
  'By entering my information above and clicking Submit, you authorize On Deck Capital, Inc. or its representatives or agents to deliver or cause to be delivered calls and messages, including from an automatic telephone dialing system or an artificial or prerecorded voice, for advertising or telemarketing purposes, at the telephone number provided above (including any mobile telephone number). You agree that this consent applies even if your telephone number is currently on any state, federal, or corporate Do-Not-Call registry.You acknowledge that you are not required to sign this agreement (directly or indirectly), or required to agree to enter into this agreement, as a condition of purchasing any property, goods, or services.'
  
  Despite not completing the application in ODO, **************** became a Lead in our system due to him completing the Lead Capture form and clicking 'Submit' and we contacted him today asking for him to complete their application which is the email he was referenced.
  
  At this time, we have unsubscribed *** ********************* our email marketing so he won't receive emails from us again. We have also unsubscribed them from phone calls and direct mail as well so that he will not receive any more contact from us.
  
  If **************** has additional concerns we encourage him to contact our **************** team at ************ or via email at ******************************************
  

  Customer response

  11/02/2021

  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)

   

  The terms of data use is outlined AFTER the personal info is entered but before the SUBMIT process; proof is simple, the e mail I received the following day asks of me to complete the application process; THEREFORE THERE WAS NO PRESSING OF "SUBMIT".

  The submit is CONDITIONAL  to you ACCEPTING terms and conditions, it is actually impossible to Submit without accepting terms which I DID NOT, and you still gathered and distributed my information.

   

   

   

   

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

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

  Business response

  11/12/2021

  We appreciate the opportunity to readdress ****************** concerns.
  As previously mentioned, **************** has been opted out of all communication from OnDeck Capital. By opting out their information we are ensuring they receive no marketing material going forward. We understand ***************** concerns and they have been internally reviewed by the appropriate teams to ensure visibility on this issue. We would like to include a screenshot,attached, of the page **************** would have seen at the time of arriving at the OnDeck page via the ******************** website. Before **************** having submitted his information a rather large disclosure is shown on the screen in order to properly advise them of what filling out the mini-questionnaire will cause.
  Again, we appreciate the opportunity to address the situations and this has been notated internally by the appropriate teams.

  Customer response

  12/14/2021

  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. I disagree the disclosure was initial, however I can tell that the unexpected marketing calls stopped. 

  thank you, BBB and On -Deck for resolving this issue.  Complaint is in good faith considered resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday Oct.18,2021 I received a letter from Ondeck telling me my loan was denied. I have never applied for a loan with this company. I have tried numerous times to contact Ondeck but all I can do is leave a message. I am afraid that since they state in the letter that I have applied for a loan with them that they have all my private information and that my credit score will be effected do to them inquiring about my credit. I need help since I believe I've been scammed. I have contacted the local police in Arlington Vir. but they said since I live in another state they could not help me.

  Business response

  10/20/2021

  Thank you for allowing OnDeck to respond to **** ********s complaint. 

  OnDeck can confirm that *** ******* left three separate voicemails on the appropriate line between October 18, 2021, and October 19, 2021. We do apologize to *** ******* if the turnaround time did not meet their expectations. However, our file does note that a member of the Account Review Specialist team did speak to them and was able to verbally share information regarding the application attempt. We would like to reiterate to *** ******* that the file was appropriately noted internally to ensure the safety of the application information submitted. In addition, a letter will be going out via the U.S. Mail confirming the conversation for their records.

  
  We ask that if ***** ****** has any pending questions or concerns that they contact the Account Review Specialist team at *************

  Customer response

  10/22/2021

  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]

   Ondeck has not addressed the problem. I NEVER!!!!! made an application for a loan to this company and fear that this is idenity thef. All I am requesting is a copy of this application that they claim I filed with them in order to clear my name and credit report. Their responce seems to inferr that I did apply for this loan. I need to see the name of the applicant,their address, phone number and how the application was filed.

   

   

   

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

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

  Business response

  10/26/2021

  We appreciate the opportunity to readdress *** *******’s concerns.

  
  We have internally marked all application efforts appropriately to ensure the safety of *** *******’s information. If *** ******* is seeking verbal details concerning the application, we ask that she contact OnDeck directly at ************.

  
  Additionally, *** ******* should expect a follow-up email from OnDeck with further details on how they can obtain the requested information.

*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. ↩