Complaints

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This issue occurred back in December of 2023. I have attempted many time to speak to the Manager but not returning phone calls. The first couple of calls was she was willing to help but then just ignored my calls.Background: December 2023, I received a ****eting document indicating I was prequalified for a loan. I was attempting to consolidate my bills to make lower monthly payments. However, the *** I spoke to stated that I did not get approved for the amount I was seeking but they have alternative method to help. As he explained that they can work with the creditors taking advantage of people like me with high interest rates. The alternative was to enroll in their program that could help. He explained that this program does not affect your credit, it was not a settlement program, I asked multiple times but it seemed. Provide false information regarding the program. I spoke to the company that was handling my account 2 to 3 months later because the emails I was receiving and they were honest explaining everything. I found out that it is settlement with creditors.Then this was something I did not want to do. I reached out to Ladder Loans asking to speak to the Manager. I spoke to **** the floor manage. She investigated the conversation and said their *** was in the wrong and will be dealt with accordingly. I asked her if she can provide a letter or remove the late ***orting from my credit ***ort. She stated she will do everything she can but after ***eated phone calls, she now ignores my calls.All I want is the late ***orting removed my credit ***ort. It is not the creditors fault but the information I received from this company caused the accounts to be at default. I am a veteran and was seeking help but did not receive that. Instead I received a bad **** on my credit ***ort. This is going to affect my job and need ladder loans to fix this late ***orting issue. If I had received the correct info, I would not made the decision to accept enrollment.

  

  Business response

  10/18/2024

  Mr ****************** are very sorry for your experience. We show that you were enrolled with one of our partners. We have emailed you the contact information for their customer service department. They will be able to assist you with any questions or concerns. Please let us know if we can be of any further assistance and we wish you all the best.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Since June 21st, 2022, I have exercised my right to opt out of pre-screened loan offers by enrolling in the Opt-Out Prescreen System. Despite this clear action to protect my privacy and reduce unsolicited mail, Ladder Loans has ignored this statutory protection by sending me a postal offer for their loan services. This disregard is extremely frustrating because Ladder Loans own advertising suggests that consumers can opt out of such offersa false promise and false advertising based on my experience. This contradiction not only represents a significant invasion of my privacy but also leads to the unnecessary consumption of my time dealing with unwanted mail, filing this report.

  

  Business response

  08/26/2024

  Thank you for bringing this to our attention. We take your privacy very seriously and are committed to ensuring that your opt-out request is fully honored.  Ladder Loans sources its marketing list from the credit bureaus and the credit bureaus manage the opt-out database.  If a consumer has properly opted out of pre-screened marketing with the bureaus, the bureaus are obligated to suppress that consumer from the marketing list they supply us.  We recommend that you verify with the bureaus that they received your opt out request and/or submit an additional opt out request to the credit bureaus.  Additionally, now that Ladder Loans knows that your wish is to opt out, we have added you to our internal do not solicit list which will exclude him from future marketing regardless of the opt out submitted to the bureaus.  Please keep in mind that it may take a few weeks for these changes to completely cease marketing mail from us due to mail that is already in process.  Please contact us if we can be of further assistance. 

  Customer response

  08/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.

  I also want to thank ***************************** from the BBB, who has been responsive, professional, and always ready to help the American consumers have a voice.

  Thank you!

  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************, *************** I am writing you to share my experience with your employee *******************. In the beginning he was helpful. I was very concerned about my credit score and he answered my questions. We reviewed my accounts and selected a few for the Beyond Finance program. He led me to believe that even though my credit rating would decrease, the accounts that I kept would remain the same without out any recourse from the program. That was not true. As soon as my credit score dropped, my credit score dropped over 200 points in less than two months. My creditors **************** began reducing my credit limits down to $1000 from ****** credit limit based on my credit score and other creditors like ********* and *********** closed other credit accounts based on my credit score. My home owners and car insurance went up due to my credit score as well. I went from. 760 credit rating down to a 565 credit rating. I specifically asked ***** if I gave one of my synchrony bank accounts to the program would that affect my other accounts I had asynchrony bank. ***** told me no not from his experience. Well synchrony bank closed my other accounts I had open with them based on my low credit score. I am not pleased with this service at all and I have very little credit or credit limits on my open credit card accounts to work with since I entered this program with Beyond Finance. ***** completely mis lead me. My other concern I have with ***** is the rude email he sent me below. After I signed the paperwork for the debt settlement program with Beyond Finance, ***** said I could cancel the program at anytime. When I ended up refinancing my home and paid off all of my outstanding debt along with the debt I gave to Beyond finance to save my credit rating, Instead of ***** being happy that I was able to pay off my debt and save my credit rating, he sent me the rude email below which is unacceptable. I will never recommend ladder loans, beyond finance to anyone I know.

  

  Business response

  07/10/2024

  Thank you for bringing this matter to our attention. Polite customer service is our utmost priority. We will review the phone calls and texts and use this opportunity to make any needed corrections with our agents. We do want to inform that we have terminated this employee. Thank you. 

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Ladder Loans to get information on debt consolidation to lower my payments. Once they told me their scheme, which is basically to not pay any of my debts for 6 months while they figure out lower payments and ruin my credit, I said I was absolutely not interested, and was very clear I would just continue to pay off my cards like normal. They have been calling me every single day all day for 10 days straight now, weekdays, weekends etc. Filing a harassment complaint to get them to stop calling me.

  

  Business response

  06/02/2024

  We are sorry to hear about your experience with our sales agent and we take your feedback seriously. We endeavor to provide all of our clients with industry leading customer service and tailored solutions to their individual circumstances. Based on the information you provided, it is unclear as to why you may have been denied a loan, although things such as a change in your credit or your debt to income ratio can lead to denials. For more information or to be connected to our other lending patterns, please reach out to us at any time.

  Customer response

  06/03/2024

  II was not denied a loan I opted to not use your service and the business keeps calling me morning through the evening every day now for 10 days straight. I need confirmation you understand I do not want to do any business with your company and that Ladder Loans will stop calling my phone using different numbers. It's harassment, no means no!!!

  

  Business response

  06/06/2024

  There had been some administrative errors that caused this error. We are so sorry this happened and you have been taken on off all list so you will be getting contacted by us anymore. 

  Customer response

  06/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  Megan Nation
  
   
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Coarse, aggressive sales pitches, deceitful advertisement, phone and mail harassment. First off the "loans" are not actual loans. Once your sensitive information is obtained for a credit pull, they look up your owed balances. Then their tactic is to instead of discussing a loan, argue why you should default on payments and let your accounts go into negative/collections. Which they would argue a settlement for. You continue paying them for the original amount that was owed but they keep any difference if arbitration is successful. It's completely bait and just a way of tricking people into changing the pit their money is thrown into. If you try to decline their "loan" you will find out quickly that the nice "representative" (salesman) will attempt all sorts of verbal bullying to prolong the call and demean you into agreeing. The method by which they bring in potential victims is a problem. The way they talk to people is a bigger problem. Their "services" should be advertised transparently.

  

  Business response

  07/08/2024

  Thank you for bringing this matter to our attention. We take your claim seriously and we apologize for any inconvenience this may have caused. We looked into your case and were able to review this call with our agent. The agent has since been terminated and is no longer associated with the company. In answer to your question about our loan products, we endeavor to provide all of our clients with the utmost in customer service and with solutions tailored to their specific circumstances. Since our initial call, one of our landing partners has been trying to reach you to discuss additional loan options. iIf you do not want to be contacted further, please let us know and we will update our records. If you would like to speak with us, please call at any time.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called several times to have them take me off of their mailing list and phone list. I would like them to stop sending me mailers every day and calling me its been several months and they still get calls from them.

  

  Business response

  03/09/2024

  We are sorry for the mistake. We have taken you off our list. Can you please email
  ************************************* if there seems to be more issues. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reached out to Ladder Loans looking to lower my current interest rate. After a little phone tag I spoke with a ***************************. I gave him the pertinent info and after speaking to underwriting he came back and told me my options. I told him I appreciated his time, but I wasnt interested in what they could offer,but again I appreciate his trying, to which he responded ***, sure you do then made a disgusted sigh I chose to hang up at this point. I figured that was that, but then he proceeded to text me several times and insult me, and borderline threaten . I have all the texts and the call was supposedly recorded on their end. I dont know if insulting and scaring is a normal tactic for this company, but there are probably a lot of people, especially women, that he could have intimidated into making a bad decision.

  

  Business response

  07/10/2024

  Thank you for bringing this matter to our attention. Polite customer service is our utmost priority. We will review the phone calls and texts and use this opportunity to make any needed corrections with our agents. We do want to inform that we have terminated this employee. Thank you. 

*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. ↩