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:12/02/2024

  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.

  FINFIT took over ****** ******* and it’s been a nightmare. Payments are being taken out of my acct bi weekly, but the payments ARE NOT showing on my FINFIT acct. These payments are not being applied to a loan amount *****. Only one pymt is showing up out of 4 payments. I’ve been in contact with them on so many occasions, to track my payments down and just when I thought they located the payments, only one is showing. MY QUESTION IS, WHERE IS MY MONEY GOING???? I have proof to where FINFIT has been taking money out of my checking acct, which I’ve sent several times to three different representatives. I’m so disturbed how this company is operating!. I’m so upset because this has been going now for over a month. I need assistance if finding out where my payments are going. Thanks

  Business Response

  Date: 12/09/2024

  FinFit apologies for the consumers frustration.  We are currently working on a fix to a system issue to insure that all payments are posted and visible.  The consumer will be credited with all payments made, and we will make sure that is visible in the customer account as soon as possible.

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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 requested two stop payments request since August and I am still getting payroll deductions after 2 billing cycles. My checks are still being shorted. I wanted to start paying another way but they won’t allow me. I have reached out over 6 times to get this resolved and I keep getting a response saying it takes 2 pay cycles to go in effect. Well here it is the 4th pay cycle and still getting deducted. I just want my money back.

  Business Response

  Date: 11/15/2024

  We have investigated this complaint, and have identified a system issue which delayed the processing of the stop payment request.  That issue has been corrected, and the stop payment is now in process.  A call has been scheduled on November 14 to advise the consumer of the timeline for final resolution of the complaint.  We apologize for the inconvenience.

  Customer Answer

  Date: 11/23/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/23/2024

  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.

  i am disputing my credit file as i have paided every loan on time with finfit but they keep sayimg i have no credit file but i have paided over ***** $ dollars in loans thru them since 2022 thru my paycheck as they automatically draw from my account. my credit score has never been higher. i may take legal action against this company if need be.Regards, ***** *****

  Business Response

  Date: 09/25/2024

  FinFit has investigated this complaint.

  It appears that the consumer submitted multiple applications for a loan.  However, the loan underwriting process requires information from a credit bureau and the consumer had frozen their credit file which prevented access to that information.  Once the consumer contacted FinFit and was told that they would need to instruct the credit bureau to unlock their credit file, the consumer did so and the loan application was then processed and approved.

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service 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 paid my loan off and FinFit continued to take money from me. They are now refusing to return my *** everytime I call them I get the run and around and they blame my employer. They tell me they’ll call me back to get me off the phone and no one ever calls me back or sends an email. It’s now been a week of calls every day and no resolution or even an ETA for my money

  Business Response

  Date: 08/26/2024

  FinFit has investigated this complaint and believes the matter has now been resolved.

  According to our records, the consumer requested a change in payment method on July 19 via chat.  That request was completed, and the consumer was told that the change requires one to two pay cycles to take effect.  The consumer then contacted us via chat on July 22 to resume the original payment method.  The consumer then contacted us again on August 9 bout an overpayment as a result of the payment method changes, and a refund was requested.  The consumer was informed that payments had not yet been reconciled.  Once payment was received and reconciliation was completed, the refund was processed in accordance with refund procedures and the refund was issued.

   

   

• Initial Complaint

  Date:08/14/2024

  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 paid my finfit account in full in March. I received a note (attached) stating it was paid. In July, my credit report indicated a late payment to Finfit. Since the letter stating I was paid in full I had received no other communication except for them sending me back money since they continued to take money from my check after I was paid in full. They stated on my credit I owe ******* I had paid the **** so I certainly would have sent *** more if I had known. I have been calling, messaging, emailing for over a month for them to clear this up and they have not and will not provide me an ETA so my credit will be fixed.

  Business Response

  Date: 08/16/2024

  FinFit has investigated this matter, and found a technical problem affecting the credit reporting for this loan.  That technical problem has been addressed, the customer's account has been updated, and a request to the credit bureau to update the loan information has been submitted.  That update typically takes 48-72 business hours to be processed and the updated record to be available.  We communicated with the customer and believe the matter to be fully resolved.  We sincerely apologize for any inconvenience and hope the customer is satisfied with the resolution.

  Customer Answer

  Date: 08/16/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:05/29/2024

  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.

  i had a loan with salary finance that was paid off before they merged but they still report to my credit as me not having made a payment since January even though it's a pay roll deduction and has been paid off since March. this is hindering me from using my credit. the other loan that I opened in April also is not being reported to the credit bureaus and no one seems to want to help just circle transfer and give no answers. they are also not reporting to ******** which they claim they do but there is no activity for either loans on ******** and no activity from new loan ****** on on any bureau. since finfit is now the company that is responsible for the loan I need to be reached out to asap

  Business Response

  Date: 06/06/2024

  FinFit received this complaint from the Better Business Bureau of Greater Hampton Roads and appreciates the opportunity to respond. Specifically, the consumer complains about a delay in updating information reported by FinFit as loan servicer to credit bureaus regarding a loan which has been paid in full by the consumer.
  
  FinFit has investigated this matter, including our internal customer service notes and records in the system.
  
  FinFit offers a financial wellness program, which includes access to a number of products and services including access to loans made by a bank. FinFit provides access to the loan product, but the account is provided by a bank and FinFit acts as servicer for the loan.  The consumer obtained a loan which was serviced by FinFit. 
  
  Loan information may be reported to credit bureaus, and FinFit does provide some reporting.  Reporting is done to Equifax and ******** but not to TransUnion among the three major bureaus.  Reporting is done in accordance with each bureau’s policies and procedures.  Reporting is not done in real time, but is done on a regularly scheduled basis covering a defined time period.  The reporting procedures were subject to some changes as the result of the combination of FinFit and its affiliate Salary Finance, which required additional time for implementation.
  
  The consumer contacted us on several occasions, and was advised that reporting was in process, but that reporting is not only in arrears but also that the bureaus have control over when updated files actually become accessible.  As a result of these inquiries, we checked both internally to confirm that updates had been submitted to the bureaus, and whether the bureaus were having any unusual delays in reflecting the updated reporting that had been submitted.  The bureaus did confirm that they were in the process of uploading the latest updates.  In addition, in response to a request by the consumer, we provided written confirmation that the loan had been paid in full.  The consumer was also advised that he was entitled to submit a dispute directly with the bureaus if he wanted the bureaus to confirm the accuracy of the credit information in his file.
  
  We have confirmed that credit reporting has been uploaded through the date of the payment of the consumers loan as of this time.  We have contacted the bureaus once again to confirm that there are no issues with the consumer’s reporting, and once again encourage the consumer to contact the bureaus as well if he still believes there is incorrect information in his credit file.  We were provided with screenshots by the consumer which appeared to be from a third-party source (Credit Karma), and third-party sources may involve additional delays in reflecting the most up-to-date information.  The most up-to-date information is best obtained directly from the credit bureaus.
  
  We regret that the consumer experienced frustration in connection with the information in his credit bureau files and will continue to work with the bureaus to confirm the accuracy and timeliness of information that has been reported.
  
  

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service 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 had an account with FinFit to get my check processed two days earlier they said their Banks were closing so I closed out my account when they closed it I was unaware that my check had deposited and they said that they will issue me a paper check in 30 to 60 days which I think is illegal all they should have done was return my check to my company that I work for and I would have been issued my check now I'm sitting in my car with no electricity because I could not pay my lights I have no money and I have to wait 2 weeks till I get paid again

  Business Response

  Date: 05/21/2024

  FinFit received this complaint from the Better Business Bureau of Greater Hampton Roads and appreciates the opportunity to respond. Specifically, the consumer complains about a delay in receiving funds from a paycheck that was direct deposited into a bank account which the consumer had closed.
  
  FinFit has investigated this matter, including our internal customer service notes and records in the system.
  
  FinFit offers a financial wellness program, which includes access to a number of products and services including access to a spending and savings account provided by a bank. FinFit provides access to the bank account product, but the account is provided by a bank and is subject to a deposit account agreement between the consumer and the bank. The consumer established an account with the bank, and subsequently closed that account. Following the account closure request, but prior to completion of the account closure process, a paycheck was direct deposited into that account.
  
  Under the account agreement between the consumer and the bank, the bank will issue a refund of amounts posted to a closed account in the form of a check which takes approximately 45 to 60 days. FinFit has requested expedited handling of the check issuance.
  
  FinFit has reached out to the consumer regarding an immediate ACH refund of the amount from the closed account. As of the posting of this response (Tuesday, May 21), FinFit has not heard back from this consumer about whether to proceed with forwarding funds immediately and which account to forward the funds to. Our customer service team will continue to try and communicate the resolution of this issue.
  
  We regret that the consumer experienced frustration in connection with the closure of their account and will continue to try and contact the consumer in order to close this matter. We hope that the resolution and explanation are helpful in resolving that dissatisfaction.
  
  

  Business Response

  Date: 05/21/2024

  FinFit received this complaint from the Better Business Bureau of Greater Hampton Roads and appreciates the opportunity to respond. Specifically, the consumer complains about a delay in receiving funds from a paycheck that was direct deposited into a bank account which the consumer had closed.
  
  FinFit has investigated this matter, including our internal customer service notes and records in the system.
  
  FinFit offers a financial wellness program, which includes access to a number of products and services including access to a spending and savings account provided by a bank. FinFit provides access to the bank account product, but the account is provided by a bank and is subject to a deposit account agreement between the consumer and the bank. The consumer established an account with the bank, and subsequently closed that account. Following the account closure request, but prior to completion of the account closure process, a paycheck was direct deposited into that account.
  
  Under the account agreement between the consumer and the bank, the bank will issue a refund of amounts posted to a closed account in the form of a check which takes approximately 45 to 60 days. FinFit has requested expedited handling of the check issuance.
  
  FinFit has reached out to the consumer regarding an immediate ACH refund of the amount from the closed account. As of the posting of this response (Tuesday, May 21), FinFit has not heard back from this consumer about whether to proceed with forwarding funds immediately and which account to forward the funds to. Our customer service team will continue to try and communicate the resolution of this issue.
  
  We regret that the consumer experienced frustration in connection with the closure of their account and will continue to try and contact the consumer in order to close this matter. We hope that the resolution and explanation are helpful in resolving that dissatisfaction.
  
  

• Initial Complaint

  Date:11/11/2022

  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 signed up for FinFit as it was offered by my employer at the time. Since I was laid off, I was told I could still access my account but I have not been able to login since. I have attempted to work with them via chat as none of my credentials or reset info is working either. I have added a number of financial accounts in this product and I cannot login to remove my information. I am extremely uncomfortable with this software and being a financial item, even more so. I had trusted the company I worked with had thoroughly vetted this company but I don't see how they could have. It is unacceptable.

  Business Response

  Date: 12/08/2022

  FinFit received this complaint from the Better Business Bureau of Greater Hampton Roads, and appreciates the opportunity to respond.  Specifically, the consumer complains about an inability to access her member account after her employment was terminated.  FinFit was available to her as an employee of an employer which offered our financial wellness program.
  

  FinFit has reviewed this matter, including reviewing the chat logs from her inquiries to customer service.  It appears that she did not have her login information.  FinFit provided her email address that was linked to her account and instructions to reset her password so she could access the account and delete any information she wished to delete.  Following receipt of the complaint, customer service attempted to reach her using the contact information listed in her account in order to again try and help her log in to the account, but were unsuccessful in reaching her. 
  

  We are happy to once again provide instructions to access her account if we can get in contact with her.  Alternatively* ** *** ****** *** ********  

  Customer Answer

  Date: 12/08/2022

  
  ********** ********
  
  I am rejecting this response because:  I still could not get in with the information I was provided.  I do not know why they cannot reach me unless their info on file is incorrect.  I can reach out to my former HR person again but she has already gone above and beyond and because she is not me, they will not do anything on my behalf.  I do not accept this response and I feel even less comfortable with the "we can just delete her account".  I work in IT.  There are backups and my information will still be in their system.  I would like to be contacted at *****[email protected] regardless of what email they have on file because it is obviously incorrect.  IF that is not acceptable, they can call my cellphone and leave a complete message including who they are (company etc).  If they attempted to call, I have no record of it, especially if they did not leave a message indicating they were calling for my finfit account.

   

  Please let me know next steps.
  
  Sincerely,
  
  ******* *********