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:10/25/2024

  Type:Product 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.

  My card and pin was lost and someone took my money off my account ********************** replaced my providers debit card and disputed the transactions I didn't make but emailed me saying I made the transactions how did I make the transactions when my card was lost I feel they didn't look into it because if they did they would know I didn't make the transactions and I never let anyone use my card before and I am willing to send in my identification card in and I'm behind on my bills because this happened I wish the company help me to get my money back

  

  Business Response

  Date: 10/25/2024

  Hello Mr. ******************* received your complaint as follows:
  

  My card and pin was lost and someone took my money off my account ********************** replaced my providers debit card and disputed the transactions I didn't make but emailed me saying I made the transactions how did I make the transactions when my card was lost I feel they didn't look into it because if they did they would know I didn't make the transactions and I never let anyone use my card before and I am willing to send in my identification card in and I'm behind on my bills because this happened I wish the company help me to get my money back
  

  We would like to try to assist you, however, we are unable to locate your account.  We searched using the name, address, phone number, and email address as provided in the complaint, but were unsuccessful.  If you could please provide your account number or the related ********************** address for the account, we can research further.
  

  Our customer service team can also be reached at ************.
  

  Thank you,
  Propel Financial Services

• Initial Complaint

  Date:04/04/2024

  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 getting multiple daily calls from this company for weeks wanting me to apply or finish applying for a personal loan. I have never initiated contact with this company. They are changing their phone number every time so I can't block the calls. This is becoming harassment and I would like it to cease immediately. This company will never get any business from me using these spam call practices.

  

  Business Response

  Date: 04/04/2024

  Dear ********************,
  
  We take all complaints seriously and strive for resolution. 
  
  In recent weeks, we have received feedback from current and potential customers regarding similar situations that you describe.  We have identified that an external party,not affiliated with our company, is making phishing attempts via email, and are also making scam phone calls. 
  
  Our company provides a very limited product to customers.  We only advertise and provide property tax loans to property owners with property in ***** or ******.  We audited our marketing list and are unable to identify any property owned in your name,individually, in ***** or ******.  If you do own property under a different name, can you please provide it, and we will be sure to remove you from our marketing lists?  If you do not own property in ***** or ******,we believe you are being impacted by the external party who is sending fraudulent emails and calls.

  Thank you,

  Propel Financial Services

  Customer Answer

  Date: 04/04/2024

  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. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair 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.

  Their attorney has sent me a demand letter indicating acceleration of my loan. Since then I spoke to them once with some mention of paying it out. Now when I call their phone listed on the web site, I can not get anyone to answer. Their phone message says I will be on hold for 0 minutes but that was 30 minutes ago and still holding.

  

  Business Response

  Date: 02/06/2023

  Dear *************************,
  
  Propel Financial Services has been notified that you contacted the Better Business Bureau regarding your account with us.  We take all complaints and suggestions very seriously.  The complaint received is as follows:
  
  Their attorney has sent me a demand letter indicating acceleration of my loan. Since then, I spoke to them once with some mention of paying it out. Now when I call their phone listed on their website, I cannot get anyone to answer. Their phone message says I will be on hold for 0 minutes but that was 30 minutes ago and still holding.
  
  On the day you remitted your Better Business Bureau complaint, Thursday, February 2, 2023, both our office and the attorney's office were unable to answer the phones due to weather-related power disruptions in *****. We know how frustrating it can be when you cannot speak with someone.  We see that your account is 555 days past due and we will request the attorneys office representative to contact you to discuss payment arrangements.
  
  Sincerely,
  
  The **************** Team
  **********************
  ************
  **************************************
  
  
  

• Initial Complaint

  Date:10/27/2022

  Type:Billing 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.

  On October 5th, 2022 - I made a $437.93 payment to Propel Financial Services. The copy of the transaction is attached. The agent took my info, and thanked me for my payment. Today, October 26th, 2022, I received an email stating I am past due, and I owe a late fee of $44.04 and I still owe the $437.93 with $7.58 interest. I called Propel 3 times today. The first rep would she would not help me out and said I had to go on their web site and request a pay off. I tried to explain that I had already made a payment on 10/05/2022 for the full statement amount on 10/05/2022. She didn't want to hear it so she send me to a voice mail. I called again and spoke to ***, same thing. I tried to explain I made a payment on 10/05/2022 for the full amount, and that I understood there is a lien removal fee. However, Propel never credit my account any of my payment. And they are now wanting another payment, and a late fee, and more interest. *** said at 9:15 a.m. central time that their accounting agents were not in and he would call me back when they got it. *** never called. I called again for the 3rd time. This time a lady spoke to me and my book keeper and verified that they did receive the payment on 10/05/2022 for $437.93, but they lost it in a trust account and it never got applied to my account to zero it out. So, today I made another payment for $156.13. They still charged me the late fee of $44.04 would not wave it and charged me the $7.58 interest. I asked her to waive the fee since she see's that I made a payment. She said NO. It old her this is bad business, and unethical. She said file a complaint. So here I am showing my 10/05/2022 payment, my invoice with late fees on 10/26/2022, and another bill for $156.13.

  

  Business Response

  Date: 12/09/2022

  Dear ******************,
  
  Propel Financial Services has been notified that you contacted the Better Business Bureau regarding your account with Propel. We take all complaints very seriously. Below is a response to your complaint,which we hope will provide clarification and resolve your concerns.
  
  Our records on Oct 5th,2022 indicate you called in to make the payment of $437.43, plus a $.50 processing fee.  You were advised you were close to paying off your loan and the $437.43 payment would not bring your loan to a $0 balance.  We suggested that you request a payoff quote online for the remaining balance, which would have included a $110.00 Release of Lien fee.  We require payoff quote requests to be submitted either online or in writing.  You only wanted to pay the statement amount of $437.43. 
  
  Your due date is the 15th of each month with a 10-day grace ************* Because the $437.43 was not enough to payoff the loan in full, nor was it the minimum monthly payment amount, and there was a remaining balance, a late fee of $44.08 was assessed to your account. 
  
  Our records indicate you called on October 26th and made a payment of $155.63, which included the $110.00 Release of Lien Fee,the $44.08 Late Fee and additional accrued interest.  
  
  Due to the short timing between the initial payment made, the monthly payment due date, and the final payment made, we are in the process of refunding the late fee in the amount of $44.08 that was assessed to your account.
  
  If you would like to discuss this further, we are available at ************.
  
  Sincerely,
  
  The **************** Team
  **********************
  ************
  **************************************
  
  

  Customer Answer

  Date: 12/12/2022

  Complaint: 18319106
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

   

  Propel charged me late fees when enough payments were made to cover at least the $40.00 monthly minimum payment.  They admitted they received the payment but did not credit anything to my account.  
  I would like all late fee's and $45.00 and interest $44 extra interest paid to be credited to me by a check - they knew well that they had my $441.00 in their hands and did not apply it anywhere - they kept the $441 in a so called trust account while they charged me late fee's and interest fee's - had they applied this $441 to the account there would of NOT been late fees and the interest would be significantly lower.  Therefore I am asking for the complaint to stick so they do not pull this kind of stunt with future clients and or I want my late free of $45 and $44 interest totaling $89 returned back to me.  Thank you,