Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has sent me a direct text message , probably for phishing purposes, telling me that I have not finished filling g out my application. I have never tried to contact Credit Strong, I have never applied for anything with them, and I have never given them any of my information.The business practices they have used to try to get my business is unethical and rude. I consider their communications a scam, and they may even be scamming customers based on the other reviews I have read on BBB (including BS replies when customers ask for their money they have invested into Credit Strong).I WANT MY INFORMATION DELETED BY THIS COMPANY AND ALL COMPANIES ASSOCIATED WITH CREDIT STRONG. I HAVE NEVER AGREED TO SHARE MY I FORMATION WITH 3RD PARTY BUSINESSES.

  Business response

  01/17/2025

  Thank you for forwarding this complaint to us. We apologize for the concern this has caused and would like to assure the complainant that we do not create applications on the behalf of any of our users, and our transactional messages such as the ones included in the complaint are not used in any marketing materials or customer acquisition strategies. As a bank, any and all advertisements we create are subject to strict scrutiny by our regulating bodies and would include the "Member FDIC" advertising statement. Messages such as those shown in the original complaint are used solely to update applicants and accountholders on the status of their application or account. 

  All applications on our website are user-submitted unless submitted by a third party, such as a credit repair service who has been given the personal information and permission necessary to create an application on your behalf. 

  If CreditStrong is not familiar to the complainant, it is possible that they have entered an application for our Magnum Credit Builder line of products, which is presented with emphasis on the Magnum brand name as opposed to the CreditStrong brand name. This may explain a lack of familiarity with the CreditStrong brand. 

  Because the application in question has expired, there are no implications on the complainant's credit profile to be concerned with. We conduct no hard credit inquiries, nor do we report any activity to the bureaus as any part of our application process.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BILLING *******************

  Business response

  01/08/2025

  Thank you for forwarding the customers concerns to us again. We have spoken with the customer in regard to the fees and explained the correct amount of the fees on his account, how they were accrued, and that they are non-refundable.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REQUESTING A FULL REFUND OF ALL LATE FEES & LATE PAYMENTS

  Business response

  01/03/2025

  Thank you for forwarding the customer's complaint. We currently have an open correspondence with this customer wherein we are attempting to gain more information regarding their request. We will continue to work with them through that support ticket and hope to come to a resolution shortly. 

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I employed this company to improve my credit. never had a late pay and my payment provider changed my card #. instead of reaching out to me the company then caused 2 late payments on my reports. They also do not automatically refund your money that you have paid in. You have to call them and tell them to apply the credit to give you your money back. Hold time was quite a bit . my first representative was *** and he was nice but very reluctant to forward me to a manager. After 4-5 attempts of asking for a manager, I was then forwarded to ******* who assisted me with some items but was still unable to remove the derogatory items on my report as they should not be there. Its never fun to hear from a customer service agent, "well a manager is just going to tell you the same thing, that I told you" As a company that helps improve credit I would hope for more consideration in this process.

  Business response

  12/20/2024

  Thank you for forwarding this to us, we appreciate the feedback on the experience with our contact center. We'll certainly take these comments into consideration as we continue to evaluate our staffing needs and the expectations we have for how our agents operate and communicate. Contact volume has been very high as we enter the holiday season, and we'd like to apologize for the extended wait times our callers and this user have experienced. 

  Speaking to the late payment reporting, there is very little flexibility when it comes to whether or not we report late payments on a customer's account. This may seem contrary to the mission of a credit building business, and as much as we'd love to furnish only positive payment data, as a lender we are obligated to report any and all credit account activity accurately. Unfortunately, this includes when our users are late. 

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  error in account opening

  Business response

  12/13/2024

  Thank you for forwarding the customer's complaint to us. With the contact information provided, we are unable to locate any user accounts associated with the complainant. If you could please ask them to provide us with the name, email address, and phone number, along with a more detailed description of the issue they've encountered, we would be happy to take another look.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made ontime payment with the same bank card for four years in Nov my debit card wouldn't process in there system I called ask them. To cancelled my account so I won't get a negative rating on my credit report. I ask for my money back. They lied and said my debit card not working. I went to my bank nothing was wrong with my card just lies on their end. I still owe 6200 bucks waiting I ask for a check they said they can't give me one ??? Red flags everywhere

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable with **********, I do not have a contract with the collection agency. They did not provide me with the original contract as I requested

  Business response

  11/07/2024

  Thank you for forwarding our customers concerns to use. ******************* is not a collection agency and does not attempt to collect debt, we do business as Credit Strong offering secured installment loans and lines of credit to assist with credit building. Customers must agree to the contract and disclosures prior to establishing an account and these documents are automatically sent to the email address used during account sign up. Customers can also view their statements, transactions, contracts, and more documents on their customer portal at ******************************
  
  We received a direct dispute from the customer May ******** and responded back with the requested documents within the required timeframe, including the contract. These documents were sent to the address on the customer's address on their letter and has not been returned back to us as undeliverable as of 11/07/2024. 
  
  ******************* does not accept disputes via third-party websites. If they would like to dispute a specific item, they may send correspondence to ***************************************** 
  
  A dispute notice must include all supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed my account today and was told I would need to call back after the 12th to get my funds. I was told this was to ensure no payments bounced but I have not made an appointment in over a month. There is no reason why my funds should be on hold. There is even more reason that I shouldnt need to call to cash out my funds. This should be automatic at the time of closure.

  Business response

  11/01/2024

  Thank you for providing the customer's feedback to us. The holding period on savings accounts for the purpose of reconciling the closed loan account and the linked collateral account. A component of this reconciliation is to ensure any pending loan transactions clear, and while this may not apply to all accounts as is this case with this customer's account, this holding period applies to all accounts equally. 

  We accept and appreciate the customer raising these two concerns (holding period on withdrawal, no self-service mechanism for withdrawal) with us. We're always reviewing our processes, policies, procedures, products and features, and welcome feedback like this to help us develop improvements to our customer experience based on the feedback and feature requests we receive.

  Customer response

  11/07/2024

  Complaint: 22500964
  
  I am rejecting this response because:

  I closed my account at the beginning of the month and I have yet to receive my funds that are meant to be refunded when the account closes. I have reached out multiple times and have been told they will not release my funds until nearly 2 weeks after I closed my account. THIS IS MY MONEY AND THE ACCOUNT HAS BEEN CLOSED!
  
  Regards,
  
  **** *******

  Business response

  11/08/2024

  Thank you for forwarding the customer's response. 

  We appreciate their insights regarding our loan settlement periods and will certainly consider their suggestion as we evaluate our product offerings and functionality. At present, our product is not designed to accommodate immediate access to the savings balance. Customer feedback is critical in informing our decisions, we value their comments and will keep them in mind as we plan future updates. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a 2 year contract with them and they took the money out of my account and it is supposed to come out on September 2nd. They have been taking it out for 2 years and they continued to take out money from my account. I have been having trouble getting in touch with them and they took money out again on October 2nd. They were supposed to stop in August 2024. The account is for ****** D. ******* - account: the last 4 digits are 0729. I would like to get my money refunded to me back into my account.

  Business response

  10/24/2024

  Thank you for forwarding the customer's concerns to us. We reached out directly to the customer to discuss their concerns with the product selected and the term length.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a small business owner, we were attracted to looking for any ways to build our businesses credit. Helping the economy and move forward in the world. After paying 33 payments and over $6300 to this company. After finding out that, unfortunately, our business would have to be closing its doors we were told today that we receive a cash out of $5073. Which was Almost $1400 less than we had paid. When we originally signed up with this as advertised on their site, there was zero interest zero fees and anything associated with costing us money. Included right now youll notice I uploaded a screenshot that there is zero interest and zero fees. We talk to them explain that I did not remember or recall ever signing any document that would state I would be paying a 7% interest rate they were unable to provide this with me. Aside from a digital document thats uploaded to my account. I have never signed any agreement or anything stating that, and in fact, we chose this company specifically because they were not charging us interest. they are now pulling the wool over our eyes in which we believe is unlawful. The most important part about this is this credit service is designed to build credit. We have shown that this company has done. Absolutely nothing for our credit. In fact our credit has gone down it is the only credit account we have ever had with this EIM number. Credit Strong did absolutely nothing for us so the $1300 that they are charging us for a service that was not rendered nothing happened or credit score never increased. Nothing was reported. This did absolutely nothing for us and we are requesting the full amount that we paid into the loan refunded to us. We have contacted the state attorney generals office the Better Business Bureau and your site here included hiring a local small business attorney to fight this. we will also be posting all of our experiences on yelp,, any review platforms available to the public, including a large social media to protect

  Business response

  09/20/2024

  Thank you for forwarding the customers concerns to us. Our 0% interest and 25 to ************************************* advertised on our website until December 2023. Mr. ***** selected our 60-month business product in 2022 . This program has a 7.2% interest rate, which was advertised on our website when the product was still being offered, and is detailed in the contract the customer agreed to when the account was established. Our contract also advises this is an online based program where all documentation and communication is provided electronically. The contract, account statements, and transaction history can be accessed at any time from the customer portal at ******************************.
  
  We have reviewed Mr. ****** account and found it is being reported accurately.Many factors can affect a businesss credit score including payment history and lines of credit applied for recently. Experian offers an in depth article explaining these factors: ************************************************************************************************************************************.

*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. ↩