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:01/26/2025

  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.

  I used AFFIRM to purchase a pet vacuum through TIKTOK SHOP. Affirm used Celtic Bank to finance the loan. My purchase was lost in Atlanta Georgia at the UPS facility. They informed me and I submitted proof of this to TIKTOK who informed me that it deserved a refund and then TRIED twice to refund the purchase price back to affirm who didn't accept it. I tried to change the way to get the refund so that I could send affirm the money and could not do this. They are now turning this over to the credit bureaus even though I submitted proof that TIKTOK tried to refund them their money twice! I want them to correct this on my credit report and zero this out, I am not paying for something that I didn't receive and I've told them this over the phone, via text and email so they can not say they have not been notified that we ARE NOT RESPONSIBLE FOR THIS BILL!.

  Business Response

  Date: 02/03/2025

  Hello,

  Attached you will find Celtic Bank's response to the Complaint filed in this matter.  Please let me know if you have any questions. 

  Regards,

  *** ***** 

• Initial Complaint

  Date:01/24/2025

  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 have had a Surge credit card for approximately 8months. My credit limit was doubled in Nov to $2000. I had some issues with one of my banks rejecting my payments. It should be noted that these were extra payments, and the account was never past due. I immediately called the company, and rectified the issue. In Jan of 2025 I had a payment of $200 scheduled for 1/11/25. I canceled this payment as the account was already overpaid by a merchant credit. Approximately a week later processed the payment even though nothing was scheduled and nothing was owed. This payment was not authorized and it was not owed. They then cancelled my account. I spoke with Kelly M** who asked for documentation of the payment cancel, to reinstate my account. This was sent as was a follow up email. No response. If my account is not being reinstated then they owe me the overpayment.

  Business Response

  Date: 01/29/2025

  Hello,

  Please see attached response to the complaint filed in this matter.   Let us know if you have any questions. 

  Regards,

  Sue Jones 

  Customer Answer

  Date: 01/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22854606, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amy Miller

• Initial Complaint

  Date:09/14/2024

  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.

  The documents provided are credit card statements for Paul Bergh, detailing his account activity, balances, payments, and fees. In August, his balance increased from $999.29 to $1,127.36. The document outlined various payments, purchases, fees, and interest charges. Notably, Paul made multiple $40.00 payments and incurred charges like a credit protection fee, annual fee, and monthly maintenance fee. In September, Paul's account showed a past due amount of $57.00 and a new balance of $1,217.46, with a minimum payment due of $148.00 by September 27, 2024. Both statements focused on fees and interest charges, totaling $210.00 for fees and $166.10 for interest. Continental Finance terms state that for Credit Limits of $300 and $500, there is a $0 introductory monthly maintenance fee for the first year. After that, a $12.50 monthly maintenance fee is billed at the end of each Billing Cycle. The annual fee for a $300 Credit Limit is $75 for the first year, then $99 thereafter. For Credit Limits of $500, $750, and $1,000, the Annual Fee is $125, billed once the Account is opened and on the anniversary date each year. Paul was charged $150 and a $15.00 maintenance fee, which contradicts Continental Finance terms. Moreover, the minimum payment for August was submitted punctually, so a late fee should not have been applied, nor should the account have exceeded the credit limit. These actions have damaged Paul's credit report with a 30-day late mark and over-limit status. After reporting these issues to the agencies, it becomes challenging to rectify mistakes. In conclusion, these documents thoroughly summarize Paul Bergh's credit card account, highlighting transparent and precise information regarding the associated fees. The data aligns with the Truth in Lending Act guidelines. Paul Bergh is requesting that the late fees be credited back to his account and the discrepancies corrected. He is also seeking compensation for the harm done to his credit report.

  Business Response

  Date: 09/18/2024

  Hello,

  Attached you will find the response to the complaint filed in this matter. 

  Sue Jones 

• Initial Complaint

  Date:09/08/2024

  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.

  Dear Sir/Madam, I am writing to express my deep concern and dissatisfaction regarding the recent closure of my account by one of your managers, Akash, which I believe was done maliciously and without any merit. On August 23, 2024, at approximately 7:45-8:00 PM EST, I received a call on my alternate cell phone number listed on the fraud alert on my credit profile (478-588-0296). The Deserve agent who contacted me successfully verified my identity after going through the necessary verification questions, and as a result, my account was opened. Despite this, Akash has cited that my account was closed because my identity could not be verified—a claim that is completely untrue. When I requested that Akash review the phone call from that evening to confirm my successful identity verification, he refused. Instead, he stated that he could close my account for any reason of his choosing and was not obligated to explain his actions. This arbitrary and dismissive attitude towards customers is both alarming and unacceptable. Furthermore, on September 1st and 2nd, I spoke with Mr. Kalpesh and Mr. Hollingsworth, who assured me that someone would investigate this matter. However, on September 3rd, I received an email informing me that my account had been closed. Akash has since admitted to being the one responsible for closing my account. Before my account was closed, I sent multiple responses to Deserve seeking clarification on this issue. Additionally, the Visa Support Center attempted to reach out to Deserve to understand why my account was being closed, but I received no satisfactory response. Given the severity of this situation, I am formally requesting that my account be reactivated immediately. Please be advised that I will be escalating this matter to the Federal Reserve, the Consumer Financial Protection Bureau, the Federal Trade Commission, and the Office of the Comptroller of the Currency if this issue is not resolved promptly. Sincerely, Joshua Bush

  Business Response

  Date: 09/11/2024

  Hello,

  Attached you will find Celtic Bank’s response to the complaint filed in this matter. Please let me know if you have any questions. 

  Regards, 

  Sue J****

   

  Customer Answer

  Date: 09/13/2024

  
  Complaint: 22257160
  
  I am rejecting this response because: Which transactions were high risk ma’am? Since when did ordering Lyft rides, ordering food from DoorDash, ordering clothes from MNML.LA , Sneakertown Miami, ordering from Apple.com become high risk?! Those are everyday transactions that normal people make. As far as the Tik Tok Shop transactions that were denied along with the visible transaction which were also initiated by me but declined for whatever reason did not even go through after several decline attempts! Also, Cash App allows you to add a credit card to their app it was only until I read the terms and conditions to find out that AMC credit card does not offer cash advances which is why the $30 transaction was denied. If the merchant is high risk in your system how is the customer suppose to know that?! That’s insane to blame me making purchases as me being high risk when it’s the merchant?! The fact that in wasnt even allowed to explain but Deserve attempted to make false reasons why my card was blocked and then closed shows unethical business practices. Now that I’ve sent my identity verifying documents to prove you all wrong; now you’re saying I made several high risk transactions but in all actuality it’s the merchant who you have chose to mark as high risk in your system and instead of explaining that to the merchant that they are listed as high risk with Celtic Bank; you all are blaming the customer! That’s totally unfair! Also, you told your employee that you would give me a call on yesterday but I never heard from you. How difficult is it to contact your customer? I’m assuming when you know you’re practicing bad business and being unethical you feel some sort of guilt. Also an agent name Akash at AMC CUSTOMER SERVICE 

  
  Sincerely,
  
  Joshua Bush

  Business Response

  Date: 09/16/2024

  Hello,

  Please see attached in response to the rejection filed in this case. 

  Regards,

  Sue J**** 

• Initial Complaint

  Date:05/25/2023

  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.

  On April 28, 2023 I entered into a re-entry program, with Surge Mastercard (Celtic Bank) due to a financial hardship I had experienced within the previous months. At the time, my account was still open, past due, but still open. I agreed to pay the set amount for 3 months. When I called in to make my first of the three payments, on May 25, 2023, I was informed that my account had been charged off. I did not receive any notifications of this and it was confirmed by the "supervisor" that the previous employee should not have put me on that program and did not provide me with the right information to make the best decision. In addition, He said, " yeah, he should have told you that this account would be charged off within the next few days." This led me to believe that I was making a payment to keep the account open, which were his exact words. Had I known this, I would have paid sooner and now my credit report is being tarnished with this due to the lies and deception of this employee and company. I do not think this is right. While I know this card is to help people reestablish credit, it doesn't mean they can take advantage of people!! I demand that something be done about this because my credit would not have taken this charged off hit, had they done their job and properly communicated with me. I'm utterly disgusted with them!!

  Business Response

  Date: 06/02/2023

  Submitting response for *************************** (Ref ********)