Business ProfileforLivble

They disabled my account a day before the rent was due without any warning. Livble explained that they had to send a previous payment through twice. They only accept ACH payments. We almost got evicted because I only had a partial amount of our rent that would have been taken out by Livble. ****** *****

******,

I want to extend my sincerest apologies for the stress and frustration youve experienced. I understand how critical it is to have reliable support, especially when it comes to paying rent and avoiding any disruptions to your housing situation.

Regarding Your Account Disabling:
To clarify the situation, the disabling of your account was a result of our re-underwriting process, which is a standard procedure we conduct to ensure responsible lending. This process is not triggered by any immediate or conscious action to disable an account, but rather by an automated risk assessment model that evaluates various factors, including payment history. Unfortunately, in your case, the model flagged your account due to a history of late payments, which led to the temporary suspension of our services to you. I deeply regret that this reassessment occurred just before your rent was due, and I understand how alarming that timing must have been.


On Payment Methods and ACH Transfers:
I also hear your concerns about our use of ACH transfers and your suggestion to allow debit card payments. As a consumer lender, we are required to use more secure payment methods like ACH transfers, which allow us to verify the availability of funds and reduce the risk of failed payments. While debit card transactions are indeed faster, they do not provide the same level of security and fund verification, which is essential in ensuring that our users are protected from potential financial pitfalls.


Understanding Our Underwriting Model:
Our underwriting model is at the core of our operation, and it plays a critical role in maintaining fairness and responsibility across all our users. The model assesses multiple financial factors such as cash flow, payment history, and overall financial health to determine eligibility for our services. This process is designed to be unbiased and consistent, ensuring that all decisions are made based on objective criteria rather than subjective judgment. We understand that this may sometimes lead to difficult outcomes, but it is necessary to protect both our customers and our business from the risks associated with lending.


Moving Forward:
We fully recognize the challenges youve faced and the impact this situation has had on you. While the underwriting decision is final, we are here to support you in finding alternative solutions that may better suit your needs during this time. Our goal is always to provide a service that our users can rely on, and its deeply disappointing to us when we fall short of that goal.


******, I appreciate your feedback and your patience as we work to improve our processes. If theres anything more we can do to assist you or clarify further, please dont hesitate to reach out. We genuinely hope that you find a solution that works for you, and we remain committed to offering responsible and fair services to all our users.

Thank you again for sharing your experience with us, and I apologize for the difficulties youve encountered.

Best regards,
****
Head of ************************************************