ComplaintsforCreditly Corporation

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took an advance from this company. I have changed jobs and my paydays have changed. I have emailed twice and they have not responded. I just need to push my repayment back a week to the 18th and they just refuse to respond.

  Business response

  08/21/2023

  We received the email on Sunday, 08/06/2023. Per our automated response, it can take 3 business days to respond. We responded on Wednesday, 08/09/2023 requesting the date of the new payday and updated it when we received the response. We received an email back from the customer thanking us for our assistance. We do not have any other outstanding emails from this customer that can be located at the time of this response.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent an email on Sunday, March 26 asking them to not charge me the 100 dollars I owe on March 31 because I was unable to pay it back. Per their policy, they are supposed to get back to customers in two to three business days. They didn’t bother replying until Saturday, April 1, a week later. By that time, the money was already out of my account. They have now shut my account down leaving me unable to take out money to cover the cost. I am also unaware if they canceled my membership. Since I can’t take out money, I want confirmation that my membership has been canceled. I contacted my bank and have disputed the 100 dollar charge. I want them to work with me on a payment plan that works for me.

  Business response

  04/14/2023

  The original email was received on 03/26/2023 at 5:34 PM ET as the customer stated. However, another email was received on 03/28/2023 at 9:48 PM ET which unfortunately resets the email receipt time stamp to the time the most recent email was received. We advised the customer that repeat emails within a thread can lead to this. We responded on 03/31/2023 at 10:14 AM ET which is within two business days and our timeframe.  The email on 03/28/2023 contained language and we chose to permanently disable the account in accordance with our terms and conditions. Unfortunately, the payment was already in progress at that time.

  Customer response

  04/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There is no confirmation that I wont be charged a membership fee anymore. My email also did not contain language therefore, there were no grounds to disable my account without informing me. 
  
  Regards,
  
  *******************************
  

  Business response

  06/20/2023

  The language contained in the email was such that required permanent disabling of their account under the provided email address. When this occurs, the bank account is disconnected and the bank connection fee is no longer charged unless the customer has created another account.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with credit genie around the 26 or 27th of December and I decided that it wasn’t a good fit for me so I wanted to pay my advance back and close the account. I looked up how to close the account and it stated to log into the app disconnect your bank account then email them to close the account but when I went to remove my account I didn’t have that option and was charged yet again for the account connection fee. I emailed a dozen times with all the information that was asked my name email and phone number and only received a generic response telling me to send my info when I already did and to remove my bank. I sent screenshots to show that I didn’t have the option to remove my account and I still haven’t gotten a response my next step is contacting an attorney. I sent my first email December 28th

  Business response

  01/06/2023

  Due to the holidays, we have delayed response time. We responded to this customer on 01/03/2023 and advised them "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation." We relayed this information to the customer several times as ACH withdrawals are not processed the same as debit transactions.

  Their account was permanently disabled as of today which was the 4th business day.

  Customer response

  01/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  
  this business has never reached out to me in regards to this issue instead they blocked me from accessing the account to delete or emailing them saying that I violated an agreement which I didn't they are scammers 

  Business response

  01/26/2023

  We were in communication with the customer. We received responses from the customer as well. Due to the information contained in emails, we are unable to upload. However, here is a copy of the text contained in the response on 01/03/2023 to one of the 4 emails we received from this customer on 12/28/2022:
  Hi,
  "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation.
  
  Sincerely,
  The ****** ***** Team"

  It was sent on 01/03/2023 at 2:26 PM EST. The customer responded at 3:09 PM EST "Yes, please cancel." And with "Has this account been closed and can you remove my bank account from here as well" at 3:11 PM EST the same day. We reiterated on 01/03/2023 "We are unable to delete an account with an outstanding balance. It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation."

  The customer took a snapshot of their transaction details which simply stated it was "Received for processing" on 01/03/2023 with a message: "I don't have an outstanding balance delete this account or I will be taking legal action as well as filing fraud with my bank "
  

  We replied on 01/03/2023 at 4:23 PM EST again reiterating "It takes 3-5 business days for our payment provider to verify your ACH payment of the advance in our bank account. Our bank confirmation may be pending even though your statement shows a payment to ****** *****. We are unable to manually update the repayment status. Once we have confirmation from our bank, you may request cancellation."
  

  The customer made threats. Once her repayment fully processed, we disabled her account per her request and suspended her account permanently in accordance with our terms and conditions.

  Customer response

  02/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  
  I didn't make threats I made a promise if my account information was not removed and this closed I would take legal actions I shouldn't have had to wait days for you to post a payment that you had already taken from my account and I should have had the option to remove my account information myself like it states on your site which I couldn't 
  

  Business response

  03/29/2023

  ACH payments are slower than debit card transactions. While ACH payments may show as cleared on one party's end, they do not post on the other party's end for several business days as we advised. We cannot disable an account until it clears on our bank's end.

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for advance using my account they got advance back and automatically connected the this account to my husband bank account with no authorization and the app doesn't let you cancel the account being trying to reach there customer support over a week no response and I just want my account closed

  Business response

  11/14/2022

  The attached image is related to a different company (******); not Creditly. However, we received conflicting emails from the customer. One on 11/07/2022 inquiring when another advance would be available after repayment finished processing on 11/09/2022. The following day, we received several requests to cancel the account. This customer's account was permanently disabled per their requests received on 11/08/2022 once the payment finished processing. The account was disabled on 11/09/2022 as requested. On 11/10/2022, the customer emailed us wondering why she was unable to reopen the account. We advised that we had received multiple emails requesting the account be closed. Please advise if any additional information is required to satisfy this inquiry.

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I emailed this company on 4/7 stating I no longer wanted to use this app and a response was sent saying ok you will be taken out of our system and if you want to come back reapply. I’m still getting a fee taken out and when I contact them I’m told I’m not in there system and because I didn’t think any issue would come up I did not keep the best receipts

  Business response

  07/21/2022

  On April 7, 2022 we received this customer's request to have the account deleted at ******************************* and this request was processed. On May 4th an email asking why they were still being charged was received. We responded on May 10th asking if another account had been created as the email address used to communicate with us was no longer in our system. We did not receive a response.

  Our email was transitioned to ****************************************** on 07/07/2022. An auto response is sent when a customer emails ******************************* states that "This automated response is being sent from an unmonitored mailbox. Please send all requests or inquiries to ******************************************." We have not received any communication from this customer. We welcome them to reach out to us so we may continue to research the charges and resolve the issue.

  Customer response

  08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: in June and July after you state I requested it to be closed in May when I was told it would stop, it did not and I’m waiting until 8/6 to see what happens and I have no faith that it will stop. I get a response that I had no account so I show a screenshot of my account showing the amounts and where it went and I get crickets. So you guys do not know what’s going to happen this month because apparently it wasn’t stopped. If so two more debits should not have came out and you guys don’t have a record so I’m sure I’ll be charged  again and when I stop it from coming out my bank, im sure something in your system will let you know I d
  
  Regards,
  
  ****** ******* 
  

  Business response

  08/09/2022

  The customer provided a phone number and email on April 7th. We deleted the account located under this phone number the same day. However it was under a different email address. On May 4th, we received an email the customer was still being charged. On May 10th we responded that there was not an account under this email address or phone number and asked if there was another account. No response was received. On July 7th the customer began a new email thread stating he canceled months ago and was still being charged. We reminded him on July 11th that we sent an email on May 10th advising there were no accounts under the email address or phone number contained in that email. On July 11th, the customer responded with an email address. However, that account had just been created on July 7th and did not have a connected bank account so it was not the source of the membership charges. He responded that he tried to create another account to see if he could do something on the app but provided no further information. 

  The ******************************* email address was retired on July 8th when we switched to ******************************************. Any new emails which may have been received after this date would have an auto response with the new email address and advised the customer that the ******************************* email was no longer monitored. When the original complaint came in, it contained the information we requested on May 1oth that we needed to disable the account responsible for the charges. This was completed on July 18, 2022. The customer's two existing accounts are both disabled. The original one was deleted on April 7th. No further charges should take place. The customer should also take note that it is against our terms and conditions for a customer to create multiple accounts. This is one of the reasons this rule is in place.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It said it would deposit 60 dollars in my personal account but the money went in to the app and isnt in my account. That was on 4-8-22 and its 4-10-22 and nothing. I think this company is a SCAM. They need to be investigated.

  Business response

  04/19/2022

  User emailed us on Saturday 04/09/2022 at 12:50 AM EST stating that the advance requested on 04/07/2022 which was scheduled to be deposited on 04/08/2022 by 9:00 PM EST was not received. This is outside of our business hours. We responded to the user on the following business day which was Monday 04/11/2022 at 9:10 AM EST and attached this file as proof that the advance was successfully processed on our end as scheduled and the delay was likely on their bank's end. As a courtesy, we advised the user we waived the $5.99 express fee in our response on 04/11/2022. The advance was deposited into their bank account on 04/11/2022.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was initially able to use the Credit Genie app as advertised for a cash advance, then I started getting error messages about a problem connecting to my bank account. I immediately contacted customer support, and they admitted they were having a technical issue with ***** that would not allow use of the service. They said this could take several weeks to resolve. However, they continued to charge me service fees during this time, and they are refusing to refund them even though I still as of today could not use the service. How can you charge a service fee when the business knows their service is not working?

  Business response

  04/21/2022

  The customer did reach out to us on January 6, 2022 and was advised that we were aware there was an issue with a third party vendor we use for bank connections which was not working as intended and we expected the issue to be resolved within the next few weeks. Working with a third party can make it difficult to predict when an issue will be resolved and it unfortunately took longer than expected. It appears it was resolved on February 22nd. 

  I agree the user should not have been charged for January or February. The customer has already received a refund for March which was charged in April per an email initiated on 04/04/2022.  As the account has been deleted, we will issue a gift card as was previously done in the amount of $3.98 for the January and February charges. The customer should expect this to be sent to her email address provided to us within the next 7 calendar days.

*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. ↩