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Business Profile

Financial Services

Mission Lane, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Mission Lane, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mission Lane, LLC has 10 locations, listed below.

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    Customer Complaints Summary

    • 478 total complaints in the last 3 years.
    • 237 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 attempting to update my contact information with this company, for 3 weeks now. They keep claiming I have to "Send them a photo of my photo **". Every time I send them the document they request, they claim it's not a picture, that it's a "Scan/Photocopy". I have called and had long discussions with them, SIX TIMES NOW. Yet, they still refuse to accept the pictures of the ** I keep sending to them! Each time I call, I pass with the gauntlet of security questions, etc., but they still REFUSE to accept the supporting information THEY REQUEST. All I'm trying to do, is to update my profile, with my new cell number. I don't know what to do! My old cell number is soon to be disconnected. When that happens, I will not be able to access my account, to review charges, PAY THE BILL, etc....

      Business Response

      Date: 05/05/2025

      Dear *******,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

       

      Regards,
      Mission Lane 

      Customer Answer

      Date: 05/05/2025

      [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

      Regards,

      ******* *****



    • Initial Complaint

      Date:04/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      recently reviewed my credit report and noticed an inaccurate and invalid account reported by *************************** Name]. This account is not valid, and its presence on my report is a violation of the Fair Credit Reporting Act (FCRA).Under the ****, all reported accounts must be accurate, verifiable, and legally collectible. This account does not meet these standards, and I am requesting its immediate removal. I have not received proper validation of this debt, and without sufficient proof, it should not be reported.I am formally disputing this entry and requesting that it be deleted from my credit report. If the furnisher cannot verify the accuracy and legitimacy of the account, it must be removed in compliance with federal law.

      Business Response

      Date: 05/01/2025

      Dear Tariane,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

      Regards,
      Mission Lane

    • Initial Complaint

      Date:04/19/2025

      Type:Billing Issues
      Status:
      Answered
      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 am filing a complaint against Mission Lane regarding their refusal to properly resolve fraudulent charges on my credit card account.I reported that my credit card was not in my possession at the time several unauthorized transactions were made. Mission Lane initially issued temporary credits, but later reversed them, claiming the card was physically present during the purchases. That explanation is unacceptable, especially given the prevalence of card cloning and fraud that can mimic physical presence.Despite promptly reporting the issue and having no history of abuse or negligence, Mission Lane refused to take further action. The disputed charges pushed my account over the credit limit, which has negatively impacted my credit report.I believe their investigation lacked due diligence and their decision to reapply the charges unfairly penalizes me as a consumer. I followed proper protocol, yet I am being held responsible for transactions I did not make. Their mishandling of this situation has caused both financial and personal stress.I am requesting that Mission Lane:Remove the unauthorized charges.Restore my account to its proper standing.Correct any negative credit reporting that resulted from this error.I hope the BBB can assist in holding Mission Lane accountable and ensure that consumers are protected from poor fraud resolution practices.

      Business Response

      Date: 05/01/2025

      Dear ******,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

       

      Regards,
      Mission Lane 

      Customer Answer

      Date: 05/04/2025

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below as such my response:

      Mission Lane stated that because I acknowledged one transaction (LA Crazy ********* on 1/27/2025), it concluded that prior transactions were also authorized. This logic is both flawed and overly broad. A single acknowledged transaction does not validate unrelated transactionsparticularly those I never authorized and which occurred before I realized my card was missing.
      Moreover, I was under a serious amount of emotional distress while recounting this situation to their representative on the intake call. I was reliving the financial violation and the anxiety surrounding fraudulent charges, and I believe my communication during that call may not have been as clear or thorough as I would have liked. Using a single callduring which I was not in an ideal mental stateto base an entire fraud investigation is careless and unfair.
      The claim that the card was "physically present" due to CHIP and/or PIN authentication does not account for the possibility of card cloning or data compromise, which can simulate card-present transactions. This assumption does not equate to conclusive proof that I personally conducted the transactions.
      To my knowledge, Mission Lane has not provided any external verification (e.g., merchant receipts, video footage, or signed slips) to justify holding me responsible for these disputed transactions. A complete investigation requires more than internal system data and selective call recordings.
      As a result of their reversal of credits, my account was pushed over the limit, resulting in damaging entries on my credit reportdespite me following proper protocol in reporting the fraud.
      I respectfully request the following:
      A fair, independent reevaluation of my fraud claim, taking into account the emotional distress I was under at the time of the call.
      Reinstatement of the disputed credits and return of my account to good standing.
      Removal of any negative credit reporting related to this unresolved matter.
      If Mission Lane continues to deny my claim without adequate external documentation or a more complete investigation, I am prepared to escalate this matter to the ************************************ (CFPB) and the Office of the Comptroller of the Currency (OCC).
      Sincerely,
      ***** D ******-******

      Regards,

      ****** *****




    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a secured credit card through them of $200 literally two days while having the card the restricted it asked for all these documents which I sentthem and then they kept saying they need more documents and then I sent them more documents and then they were still restricted it so I ended up saying close the account and send me my money and now theyre telling me to take 4 to 5 days to have the money back into my account but when I sent them the money they got the money right away. This is BS.

      Business Response

      Date: 04/30/2025

      Dear ******,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.
      Regards,
      Mission Lane

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      September 2023 I opened a credit card up with them and they decided to add a new fee without my consent of ***** cents monthly. It's the same account but with new fees I wasn't aware of. At this the forcing fees on me and won't put the money back the have stolen off card

      Business Response

      Date: 04/30/2025

      Dear ********,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

      Regards,

      Mission Lane

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 need this account removed from my cerdit report

      Business Response

      Date: 04/25/2025

      Dear ******,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

      Regards,
      Mission Lane

    • Initial Complaint

      Date:04/16/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      3/28/25: Mailed 4 checks total in separate envelopes with statements to pay off mine and my husband's credit cards and close both accounts. 4/4/25: contacted ML with concerns they hadn't credited our accounts (even though other companies had done so). I was told they hadn't received the payments and there was a verbal altercations between myself and a supervisor.4/5/25, a credit of $2988 (ck ******** from The ********************) was credited to my husband's account. However, they used his remaining $542.16 (ck 2044) and applied it to my account. I contacted ML regarding this mistake and was told they would need to investigate and it would take 3 days. I waited 5 days and the issue was not resolved. I contacted ML again and was told it would take 5 days (this was the fifth day). 4/11/25: My husband's account was charged $75.31 and they had done nothing with the checks for my account. I contacted them on 4/14/25 and told them we were not paying the interest and this issue needed to be resolved immediately. Once again, I was told they were investigating and the issue would be resolved the following business day (which it wasn't). 4/15: My checks were credited (ck. 2048 $22.28) and (ck 90066505 $504 from The ********************). I contacted them again and was told the issue would be resolved by the end of business day 4/15 by 8:00pm ET (which it wasn't). As of today 4/16, my husband still has a balance of $617,47 and I have a credit of $528.63 and ML is not trying to resolve this issue. I feel this error was done maliciously considering the checks were mailed in separate envelopes with statements and this occurred the day after I had the verbal altercation with ML ************* needs to apply the $542.16 to my husband's account and remove the interest charge of $75.31. .

    • Initial Complaint

      Date:04/14/2025

      Type:Billing Issues
      Status:
      Answered
      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 my account in full in April ********************* writing that my account be closed. they never did and charged me for annual fee and then have charged for late charges monthly. I never received a statement in the mail or any correspondence telling me that further actions were needed to close the account. I do not owe for anything on this account and the account should be closed completely as I requested.

      Business Response

      Date: 04/24/2025

      Dear ***,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.
       
      Regards,
      Mission Lane 

    • Initial Complaint

      Date:04/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 January 21, 2025 I receiv** a notification of a declin** transaction at a ******* that was over 60 miles and an hour away from my home home I call ** to report that it was not me and my card was turn** off. There were also 3 other transactions that morning that I did not make. There sole reason for continuing to charge me for the other 3 transactions is that I still had possession of the cr**it card. I provid** information to them that I was at home that day due to unusual snowy weather for *********** and as a disabl** senior citizen I would not drive in such weather. I fil** a police report although it was 2 months later. They did not even inform me originally that I should. They also refuse to acknowl**ge that thieves can easily clone cards by simply walking by an unsuspecting person. Additionally, I request** information as to exactly what time these transactions occurr** and they refuse to provide it to me so I can further support my claim of fraud since I did not leave my home.

      Business Response

      Date: 04/24/2025

      Dear *******,

      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at ************.

      Regards,
      Mission Lane

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

      ******* *********




    • Initial Complaint

      Date:04/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

      Business Response

      Date: 04/23/2025

      Dear Jomario,


      We appreciate the opportunity to discuss your concerns, and we take customer feedback seriously. Providing a great customer experience, including timely communications with customers about their accounts, is a top priority at Mission Lane. We trust that all of your questions have been answered. If you have additional questions or need anything further, please contact us at **************.


      Regards,
      Mission Lane

    Mission Lane, LLC is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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