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:02/07/2025

  Type:Sales and Advertising 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 a personal loan of 18000. I have excellent credit (800)and make more than enough money to pay back the loan. I also have almost 2 years working with the same company. I can verify everything but wasn’t asked to do so! I was rejected for this loan without explanation! I think they’re a fraudulent company trying to get people’s info m!

  

  Business Response

  Date: 02/21/2025

  To whom it may concern,
  
  Thank you for the opportunity to respond to *** *********s claims. We take all consumer feedback seriously. 
  
  Splash Financial, Inc. (“Splash”) is a leading digital lending platform that helps consumers shop and compare products from a Splash powered network of banks, credit unions, and other lending partners. 
  
  On or about February 7, 2025, *** ******** applied for a personal loan through Splash.  During the application process, *** ******** indicated on his application that he was self-employed and provided a stated income. Splash’s lending partners require that self-employed applicants verify two years of the stated income. Unfortunately, *** ******** was unable to verify his stated income and as a result his application did not meet underwriting requirements for approval. Later that same day, *** ******** was provided with an Adverse Action Notice (“Notice”) indicating that his stated income could not be verified.    
  
  Splash is dedicated to providing exceptional customer service and ensuring a fair resolution for its customers. 
  
  We trust this resolves the matter and if you have any further questions or concerns, you may call us at (800) 349-3938 or email us at [email protected]. 

  Sincerely,
  Splash Financial 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ********
  
  
  
  
   

• Initial Complaint

  Date:11/19/2024

  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.

  I recently applied for a loan with Splash Financial (First Technology Federal Credit Union) as I was referred by CreditKharma. During the application process, my identity was verified and confirmed by a third party "Socure.com". I received confirmation from Splash during the application process that my identity had been verified: my drivers license was scanned, my security questions were answered correctly, I provided my social security number and other verifiable information, and the software scanned my face. Since the screens all indicated that the verification process was successful, I chose to continue with the application. Only after running a "hard inquiry" on my credit report did Splash Financial advise me they were denying my loan because they were unable to verify my identity. This is the result of faulty software and incompetence at the management level of both Splash Financial and the third party company they use "So cure". It is unacceptable that both companies would refuse me service because their software is so poorly designed. I expect Splash Financial/FTFCU/"So Cure" to remove this inquiry immediately, since it was obviously done in error---if they don't believe I'm the correct person then they should not have run a credit check.

  

  Business Response

  Date: 12/03/2024

  Dear *** ********,

  
  Thank you for the opportunity to respond to your recent Better Business Bureau complaint.
  We take all consumer feedback seriously. Splash Financial, Inc. (“Splash”) is a leading digital
  lending platform that helps consumers shop and compare products from a network of banks,
  credit unions, and other lending partners.

  
  On or about November 19, 2024, you applied for an unsecured personal loan via the Splash
  platform and expressed dissatisfaction that your application was denied due to an inability
  to verify your identity, despite partially completing the part of the identity verification
  process provided by a third-party service provider.

  
  Please be advised that, subsequently, following additional fraud review, Splash was unable
  to verify your identity. Splash and its lending partners have strict identity verification
  standards in place to protect customers and prevent fraud. As such, Splash’s lending
  partners were unable to approve the loan application. At no time was a hard inquiry
  initiated by Splash or its lending partners.

  
  Later that same day, you contacted Splash’s Customer Success team to address your
  concerns regarding the application process and the agent confirmed no hard credit inquiry
  was conducted.

  
  Splash is committed to providing exceptional customer service and ensuring a fair
  resolution for its customers. Splash followed internal policies and procedures as well as
  compliance with applicable laws, rules, and regulations.

  
  We trust this resolves the matter and if additional information is needed, please do not
  hesitate to reach out to us directly at (800) 349-3938 or [email protected].

  
  Sincerely,
  Splash Financial

  Customer Answer

  Date: 12/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Splash Customer Service personnel previously confirmed that no "hard inquiry" had been performed, however the BBB complaint had been initiated and needed to run its course. This issue is primarily with "Socure.com", a 3rd party security verification company which provides services for Splash. I have reviewed the response made by Splash Financial in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you. 
  
  Regards,
  **** ********
  
  
  

• Initial Complaint

  Date:05/21/2022

  Type:Sales and Advertising 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.

  I have been receiving unwanted mail from Splash Financial for close to a year now and am unable to stop it. I have sent back every single letter I receive with "Return to Sender. Remove from Mailing" and they continue to send mail. They have recently been sending mail without labeling in order to hide that it's from them in order to get me to open it. This is junk mail and it's only an attempt by them to get me to refinance. I no longer want to receive mail from them or have them contact me in any form at all.

  

  Business Response

  Date: 06/06/2022

  To whom it may concern:

  
  Thank you for the opportunity to respond to *** ********’s claims (ID# ********). We take all feedback seriously. 

  
  Splash is a leading digital lending platform that helps consumers easily shop and compare financial products from a Splash-powered network of credit unions, banks, and lending partners. The Splash platform helps provide competitive rates/terms to qualified applicants from its lending partners. As such, Splash does not market itself as a lender. 

  
  Please be advised that we have investigated this matter and determined that Mr. Brundage was sent direct mail marketing from Splash on behalf of its lending partner on or about May 13, 2022. The mailer *** ******** received was a pre-screened offer of credit pursuant to the Fair Credit Reporting Act (15 U.S.C. Sec. 1681m) and contains explicit opt out information. 

  
  In this case, the customer failed to follow the appropriate opt out procedure. That said, as a courtesy, as of June 1, 2022, this individual has been removed from receiving pre-screen offers through Splash.  

  
  Again, thank you for the opportunity to respond and trust this explanation resolves the matter. If there are any additional questions or comments, please contact us directly at [email protected]. 
  
  Sincerely, 
  Splash Financial

  Customer Answer

  Date: 06/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I attempted countless times to opt out and they kept sending, so thank you for helping me resolve this.  I am expecting to not receive any further contact from them in any form.  Thank you for your time and help with this.
  
  Regards,
  
  ***** ********