Complaints
Customer Complaints Summary
- 251 total complaints in the last 3 years.
- 183 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/29/2024
Type: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 loan through this company because Experian the credit reporting agency recommended them. When I was approved for the loan I was originally told the interest rate was going to be 15% so I went ahead and accepted the $8000 unsecured loan they offered me. When all the paperwork was signed and the final documentation was added to my account, it ended up being *****% interest. I have tried to call several times and the call center outside the country answers and the call ends up being dropped or there are a bunch of people laughing and talking loudly in the background When I email they say to call and you end up at the call center out of the country again with no connection.
Business Response
Date: 05/31/2024
Acknowledgement
Business Response
Date: 06/10/2024
Acknowledgement (attached)Customer Answer
Date: 06/12/2024
I am rejecting this response because there has been no resolve as of yet. They say the same thing over and over when you try to get in touch but nothing gets resolved. They only communicate is through email with auto responding email accounts with scripted responses. All of their call center and customer service are out of the country and there are so many people in these call centers you cant hear for the chatter, laughter, and general unprofessional atmosphere, as well as serious language barriers. This company is a sham, they are what American Greed is all about.Business Response
Date: 06/17/2024
Response is private for BBB and customer.Business Response
Date: 06/21/2024
Please do not publish, provide only to customer.
Business Response
Date: 07/01/2024
Final responseCustomer Answer
Date: 07/01/2024
I am rejecting this response because: they claimed they reached out to me and they didnt I can provide call logs and phone bills. Also the number they provide for me to call is the same number that goes to an out of country all center where you get absolutely no help. This is ridiculous, they are scammers and gouging people and this needs to be addressed
Initial Complaint
Date:05/28/2024
Type: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 was charged more than the quoted and listed payoff amount for remaining loan balance. Date: 4/30/24 Paid: $9428.91 Quoted over phone and listed online payoff amount: $9235.93Business Response
Date: 05/30/2024
acknowledgedBusiness Response
Date: 06/10/2024
acknowledgedBusiness Response
Date: 06/14/2024
Response and Supporting Documents are included for customer and ******************** Only pleaseInitial Complaint
Date:05/24/2024
Type: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.
On 05/24/2024 I was review loan options provided by Credit Karma for debt consolidation purposes. Amongst those, Reprise Financial was offering a 17.99/APR for a secured loan with my vehicle as collateral. I was attracted to them due to the low APR. I went through the entire loan finalization process and was approved for my loan after the initial credit pull for the low APR using my vehicle as collateral and on my profile it showed that I was complete and that I could expect the money within 24hrs. A couple hours later and agent called me and told me that my actual APR was *****% which was a huge jump compared to what I was approved for. I understand that certain factors can lead to an increase but this company had all my information and offered the low APR, I selected that offer which they presented to me and brought me to a screen that told me I was done and it would be completed within 24hrs. On the phone the agent told me the Increase and tried to hurry me into accepting the loan terms over the phone. This is predatory lending and bait and switch. They used false advertisement in order to get you to input all your information and highjack your rate through the roof right before closing. I request the credit pull be removed from my account due to the false advertising which prevented me from considering other loan offers.Business Response
Date: 05/28/2024
Private Acknowledgement LetterBusiness Response
Date: 06/11/2024
Final response providedBusiness Response
Date: 06/13/2024
Final response providedInitial Complaint
Date:05/24/2024
Type: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.
Good day, I am writing to raise a concern about a recent inquire made to this business. On 05/24/2024. I made an inquiry to obtain options on making principal payment to aid in paying down the high interest loan. I was advised for each principal payment comes with a $5 processing fee. The company does have option to make additional payments on its website however these only include interest and no option to make principal payments. I question the legality and fairness of this practice.Business Response
Date: 05/28/2024
Private acknowledgementBusiness Response
Date: 06/03/2024
Dear ***********************,
Thank you for contacting Reprise Financial, LLC. We are sorry to hear that your experience with our company has not met your expectations.
Our Customer Advocacy team is reviewing the information provided to us on 5/24/2024 and conducting a full investigation to respond to your concerns within the next 30 days.
At the conclusion of our investigation, we will contact you regarding our findings.
Thank you for allowing us the opportunity to assist you,
Reprise Financial
Customer Advocacy Department
PO Box ******
****************
**************Business Response
Date: 06/10/2024
Response attachedInitial Complaint
Date:05/17/2024
Type: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 got an offer for a loan of $18,500 in the mail and went onto the website to apply for the loan. I was aware it was an auto secure loan, as they mentioned that. However, after being approved for the application; I got to a screen that listed the vehicle requirements as this (note that no where in the application does it mention that there were specifications that the vehicle needed): 1.You own the vehicle outright OR you are making payments and owe less than the maximum offer you received from Reprise 2.Vehicle is less than 20 years old 3.Vehicle is not leased. I entered my information and was told my car does not meet the requirements (2007 ****** matrix) so I called the customer service line *************) and was told there that my vehicle does not meet the VALUE REQUIREMENT, that my vehicle needed to equate to $15,000 value but mine only is $6,000. NO WHERE in any of the information is this VALUE REQUIRMENT stated BEFORE a hard credit check is run. Had I known the VALUE of the car would be checked, I would have researched and knew not to even engage in this. It is extremely predatory to run that credit check without stating that the vehicle VALUE will determine eligibility. I would like this hard credit check removed, as I would have never applied had I know it was an issue of car VALUE and I needed a certain requirement there, as I would have done my own research and known it would not be worth enough. Had I not called, and the representative not explained, I wouldn't even have known WHY my car was denied. This is a shady practice, to not disclose all requirements upfront.This is my first time attempting an auto-secured loan, so there is no way I would have known it was based on value before hand. It's not alright for a company to assume a consumer will know.Business Response
Date: 05/20/2024
AcknowledgementBusiness Response
Date: 05/31/2024
Business is providing a private response to customerBusiness Response
Date: 06/13/2024
Acknowledgement (attached)Initial Complaint
Date:05/17/2024
Type: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.
On 4/1/2024 I applied for a personal loan and was approved by Reprise Financial. I was aware of the contract and repayment obligation and I received my first billing statement dated 4/29/2024 reflecting the due date of 5/16/2024 and repayment amount of $184.73.The contract copy I signed 4/1/2024 has a section "METHOD OF PAYMENT:" that outlines 3 ways I an pay: 1) autopayment, 2) Via singular ACH or debit transfer initiated by me or 3) personal check. It goes on to state that "If I have authorized auto e-payment"...and how to cancel/modify by calling Reprise Financial within 3 business days of payment due date.I went on their portal on the due date of 5./16 and made a payment viai option 2) singular ACH transfer for $200 after closely reviewig the website, my online accout details to make sure thehre was't aready an auto-payment set up or "processing", there was nothing except "How can I set up Auto-Pay" which directs me to call their customer service.Today, 5/18/24 I had TWO ACH transactions post, one for the regular payment of $184.73 and one for $200. This double payment caused my bank account to now be overdrawn experience additional accrued bank fees,I called Reprise today asking for an explanation and help and was told I signed up for Auto-Pay at time of application` when I gave my bank details which I do not agree - my bank info was given to receive funding for the approved loan only, Secondly, they said they cannot take me off auto-pay without writing a letter by MAIL.I'm very upset of what appears to be predatory lending practices, nothing in my signed copy of contract, online portal and account says or reflects i'm on Auto Pay and this is very wrong to bill with a payment coupon if so, I've asked multiple times for proof of Auto Pay sign up, AND to have it removed and they are unwilling to do so. There is also again nothing on the portal that says payments are on Auto Pay which run the risk if they may or may not take payment.Business Response
Date: 05/20/2024
AcknowledgementBusiness Response
Date: 05/23/2024
View AttachmentBusiness Response
Date: 05/31/2024
Business is providing a private response for customerInitial Complaint
Date:05/17/2024
Type: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've made several attempts, including filing disputes with the credit bureaus, to get Reprise Financial to up the credit bureaus with my payment history and the fact the account is paid in full. The payment history hasn't been updated since October 2023. I can't get anyone with Reprise to return my calls or messages. I'm trying to buy a home and this is causing my credit score to be artificially suppressed.Business Response
Date: 05/20/2024
AcknowledgementBusiness Response
Date: 05/23/2024
View AttachmentBusiness Response
Date: 05/24/2024
Private response to customerInitial Complaint
Date:05/16/2024
Type: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 paid this loan off on 2/15/2024. They still show I owe the whole amount on all 3 credit bureaus. I ask them to remove it but they told me I have to dispute it which could take longer.Business Response
Date: 05/17/2024
AcknowledgementBusiness Response
Date: 05/23/2024
View AttachmentBusiness Response
Date: 05/30/2024
Business provided private response for customerInitial Complaint
Date:05/16/2024
Type: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.
This company was recommended by CreditKarma as a debt consolidation service. I look at the pre-approved offer and felt it was a good option. My using Reprise was contingent on three things: the interest rate, the amount, and quick delivery. After being told on the website that I was approved at a 27% APR for $7,500 and my vehicle title as collateral, I decided to go with it.But the end of the phone call to "finalize" the "pre-approved" offer, the loan amount had dropped to $5,000 and the interest rate was suddently almost 35%. I wasn't happy with those terms, but by that point I didn't have time to secure another loan before I needed the money, so I agreed. However, I only agreed AFTER asking the agent to verify that the money would be disbursed by the end of the week. It is now Thursday and I just got off a call from the company saying it would "probably be sometime next week."The company used bait and switch tactics to lock me into an absurd personal loan, and now has failed to deliver on that personal loan in a timely manner although they are now in possession of the title to my vehicle - rather than solving any problems, it has increased them ten fold. This is wildly unethical and has long-term implications for consumers like me who are just trying to get by in a really difficult economy.Business Response
Date: 05/17/2024
AcknowledgementBusiness Response
Date: 05/23/2024
View AttachmentBusiness Response
Date: 05/30/2024
Private response provided for customerInitial Complaint
Date:05/16/2024
Type: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 contacted the business to try and negotiate a lower interest rate with no response. I had explained my situation with the company prior to my offer and I did not understand that my payments are only going to the interest and that, that was not disclosed in my conversations with representatives. I am so confused by this process. I borrowed $9,000 and will end up paying $20,000 because my payments are not going towards my principal. I have tried calling as well about a lower interest rate to no response. I am a 65 year old widow and feel like I was duped.Business Response
Date: 05/17/2024
Acknowledgement of complaintBusiness Response
Date: 05/22/2024
The business is providing a private response to the customer.
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