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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/15/2024
Complaint Type:
Product Issues
Status:
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.
I attempted to sign up for services on 10/3/24 and the app glitched, the company charged me $9.80 and $1 temporary hold charge. I went back to complete the transaction and they asked for my card number again. I contact customer service for help and they couldnt restart my service and wont give me a refund per their policy
Business response
12/24/2024
Hello Shakira,

Thank you for bringing this to our attention. We appreciate the opportunity to address your concerns.

On 10/3/2024, you created a subscription for the Ava Card. During the sign-up process, we highlighted our refund and cancellation policy as part of the subscription plan selection step.
As outlined in our policy, refunds are not provided. This is due to the costs associated with setting up and maintaining your account.
Following your subscription, you canceled the account through the app. During your contact with our Customer Support team, we noted that you did not inquire about the option to reactivate your account. I am happy to provide the steps for reactivation below.

To reactivate your subscription, you can simply follow these steps:

Open the Ava app on your device, using your Apple ID
Go to the "Settings" menu
Tap on "Ava Plus Subscription"
Select "Reactivate Subscription"

By following these steps, you should be able to reactivate your Ava subscription directly in the app.

On 10/3/2024, you were charged a total of $10.80. This charge included the following:
$9.00 for the monthly subscription fee
$0.80 for sales tax
$1.00 as a temporary authorization
Please note that the $1.00 temporary authorization was released back to your card ending in 4860 on 10/10/2024.

If you have any further questions or need additional clarification, please feel free to reach out to ************************************
Customer response
12/24/2024
Your app shut down, if I reactivate the account I will be charged another month without being able to use the prior months service. Due to the technical issues with the app and the customer service received I nolonger want to use the app. I have not used the service provided for the 30 days I paid for because I was unable to log in after paying the fee and while trying to log in the app, I was asked to pay another fee. I would like my orginal fee refunded.
Business response
12/30/2024
Hello Shakira,
I apologize for the inconvenience and frustration your experienced. However, we do not currently offer free trials. As per our refund and cancellation policy, which you agreed to upon signing up, we do not provide refunds. The reason behind this policy is that it costs us money to set up your account, which is why we charge one month's fee when you close the account.

If you have any further questions or concerns do let us know.
Initial Complaint
12/08/2024
Complaint Type:
Product Issues
Status:
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.
I opened an account with ********************** specifically for managing subscriptions and bill payments, and I was approved for a credit limit of $670. The website clearly lists **************** as an approved merchant. However, when I attempted to use my card for a ******* transaction, it was declined. I contacted customer service, and ***** informed me that ******* was deemed an unauthorized merchant. This contradicts the information on your website, which lists ******* among approved merchants. I repeatedly asked for clarification on why ******* appears on the website if it is not authorized, but I received no response.Subsequently, my card was frozen, and I was instructed to submit a picture of my ID along with a selfie, which I complied with, despite not understanding the necessity of this step. ***** then advised me that in order to conduct a transaction up to my spend limit, I needed to switch from transaction limit to spend limit. I followed this guidance, yet my card was still declined.I was informed that another team would review my account. Today, I received an email from a representative named ****, stating that my card has been permanently blocked because I supposedly used it at an unauthorized merchant and exceeded the spend limit. I reiterated to her the issues I had outlined to *****. **** claimed that I had a $25 spend limit per day, but only if the card is set to transaction limit, not spend limit. Additionally, she stated that the card is not intended for bill payments, despite the website clearly stating, pay monthly bills and subscriptions within your spend limit.If ******* is not an authorized merchant and bill payments are not allowed with the Ava card, then the information on your website is misleading and raises significant UDAAP concerns. If these services are not permitted, the website must clearly communicate this.I demand that my account be reinstated immediately and that my subscription payment be refunded.**************************************************
Business response
12/16/2024
I apologize for the confusion and would like to clarify some things for you. Your account was blocked due to utilization at a Merchant in excess of your Spend Limit, which falls outside of Ava's card usage policy, as outlined in our Cardholder Agreement

The Ava Card has 2 modes:
1. Spend Limit mode
2. Transaction Limit mode

Your account is currently in Transaction Limit mode. The mode can be changed during the next payment cycle. Thank you for the previous screenshots, the list of merchants disabled in Transaction Limit mode is subject to change and update. Our current list of disabled merchants in this mode has been provided to your via email.
As a one-time courtesy, we have lifted this block, and the app is now available for use. However, we kindly ask that you wait 48 hours before attempting another transaction to ensure compliance with Ava's policies and to avoid future blocks.
Please note that any further activity outside Avas policies could result in a permanent block on your account. If you have any questions or need further clarification, dont hesitate to reach out to ****************************************************************

Thank you for your understanding and cooperation.
Customer response
12/16/2024
I need clarification on why my card isn't working in spending limit mode for transactions at an approved merchant from your list. I switched my card from transaction limit to spending limit, yet the transaction was still declined. If ******* isn't an approved merchant, then why is it listed as one on your website?
Business response
12/17/2024
Hello *******,

Your account was temporarily blocked due to a transaction attempt that exceeded your Spend Limit. While in this blocked status, the Ava Card is unable to be used with any approved merchants or the Ava Store.

We have now resolved the block on your account.

For additional details regarding your account, please refer to the communication we sent to your email address on file, which includes ticket number 184619.

If you have any questions or need further clarification, please feel free to contact us at *************************************
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to urgently address the errors on my credit report, stemming from the unauthorized sharing of my personal information with credit bureaus. This situation has caused considerable financial and emotional *********** accordance with 15 USC 1681 Section 602, I have a right to financial privacy, and my personal information should be protected accordingly.Moreover, as outlined in 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account information without my explicit consent, which I have not provided.The inaccuracies tied to BLM AVA have negatively impacted my financial health, and I am requesting an immediate correction of these errors.Additionally, 15 USC 1666(b) specifies that creditors are prohibited from marking credit card payments as late under certain circumstances.For your reference, here are my account details: Account Number: *************************I request a prompt review and correction of the inaccuracies, in full compliance with federal law.If these issues are not resolved in a timely manner, legal action may be taken. I appreciate your immediate attention and resolution of this matter.Sincerely,****** *******
Business response
09/19/2024
We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly.
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Over the last 4 months I have had trouble making my payments to Ava, both for the credit card and the loan. When I would try to use my bank account info their system would tell me I didnt have enough funds available even though I did. So then in order to avoid a missed payment on my credit report I tried to use my debit card, which costs $3 and the payment would state successful. Then when I go back into the app later it says I am still missing a payment. There was nothing wrong with my debit card. After emailing for help the first time I got a generic response that did not even address my issue. I sent multiple screenshots of both my bank and their app with thorough explanations. Then after emailing back I was told I did not have enough money or there was an issue with my debit card and to use another one. Which the audacity in the statement is wild. What kind of privileged world do they live in where they assume people have multiple bank accounts? ****** then fix their system they just say some asinine things like that.At this time my account had gone over 60 days past due so I was reported as missing a payment which TANKED my score. The entire point of this service is to help people build their credit score. It took me a week and multiple emails to get them to agree to correct it.Now this past month I am having the same issues and then some.So I went ahead and opened another account of obtain another debit card. But even after I added it the system was still trying to use my old oneOnce again, no helpful responses in the emails. At this time I have paid the $3 fee to make a debit card multiple times. At the point my credit is so dependent of this service that if I were to close score would tank even further. People are reliant on this service based on the promise of help with credit scores and they know people cant just cancel it. It feels like they are deliberately taking advantage of people that need help.
Business response
07/02/2024
We sincerely apologize for the difficulties youve encountered with our service. We value your feedback and are committed to improving your experience. Our customer service team will be in touch very soon to discuss your account and work towards a resolution. Thank you for your patience and understanding.
Initial Complaint
06/25/2024
Complaint Type:
Billing Issues
Status:
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.
I have repeatedly contact Ava to remove the late payments of my credit report, and they will not respond to my inquiry. I have tried to explain to them that I got locked out of my email and account and tried to pay over the phone multiple times but they wouldnt answer or call me back after the voicemails. Please help get my credit report accurate again.
Business response
06/28/2024

We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. Thank you for your patience; we are committed to providing you with the best possible service.
Initial Complaint
05/14/2024
Complaint Type:
Product Issues
Status:
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.
This broker is a scam!! Please guys avoid them. I was only a victim to them because I believe it will be the best for me but am unable to withdraw from them and they keep on asking for more deposit. Am so glad ****** was able to help in getting my funds from Them. God bless you MADAM, But if you wish to get in touch with HER I will be glad to share his info Email: HARPERJAMESPLATFORM G MAIL COM
Business response
05/15/2024
We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your Ava Finance account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly.
Initial Complaint
03/30/2024
Complaint Type:
Billing Issues
Status:
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.
Upon reviewing my credit report, I discovered late payment notations for the account in question, which I believe are inaccurate and in violation of credit reporting laws. I respectfully request a thorough investigation into this matter to ensure that my credit report accurately reflects my credit history. I assert that the reported late payments are erroneous and should be promptly rectified. Furthermore, despite my efforts to resolve this matter directly with Ava Finance, I have received no response to multiple letters I sent to them regarding these discrepancies. Their lack of communication exacerbates my concerns regarding the accuracy and legality of their reporting practices. Moreover, I am deeply concerned about Ava Finance's practices, which appear to violate both the Fair Credit Reporting Act (FCRA) and the Credit Repair Organizations Act (***A), specifically outlined in 15 USC 1637. Ava Finance charged fees in advance for their services without providing the legally required disclosures, and they failed to inform me about the potential negative impact on my credit. Their failure to disclose these critical details constitutes a violation of federal credit repair laws. Additionally, Ava Finance unlawfully restricted payment options by not allowing transactions from my business account, further complicating my ability to manage payments. In accordance with the **** and ****, I request that a comprehensive investigation be conducted into the disputed late payments and the alleged violations committed by Ava Finance. Furthermore, I urge appropriate action to rectify any inaccuracies on my credit report and ensure compliance with all relevant laws and regulations. Ive sent letters thatve been ignored as well as emails. Ava is using deceptive marketing to promote credit building while billing in advance ahead of service which violates the *** act. They dont promote that they report missed payments and dont allow bank transfers from certain accounts.
Business response
04/23/2024
We sincerely apologize for the difficulties youve encountered with our service. We value your feedback and are committed to improving your experience. Our customer service team will be in touch very soon to discuss your account and work towards a resolution. Thank you for your patience and understanding.

Customer response
04/23/2024
*** sent certified mail, emails, complaints to federal agencies and have yet to hear back from this company. Alone the fact that theyve seen this BBB complaint and refuse to look into things or provide a response is troubling in itself
Business response
05/03/2024

We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. Thank you for your patience; we are committed to providing you with the best possible service.
Customer response
05/09/2024
this is an apology letter with no substance, no answers or resolutions to the complaints provided
Business response
09/20/2024
We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. Thank you for your patience; we are committed to providing you with the best possible service.
Initial Complaint
03/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is a total scam. Charged more than the advertised price. Support says this is algorithmic and can't be changed. They don't have an option to cancel and keep the membership for as long as you paid (1 year). The card doesn't show up on my reports after weeks even though they have a fancy animation of it being added to ***********. Can't use the virtual card for ******* because it doesn't support 3DS. Utter waste of 84$.Doesn't work ANYWHERE actually. Even if you do attach it to something, they will "forget" to pull and therefore report you delinquent. No way to remove the linked accounts, will have to put a stop pay and also report this as fraud to my linked card.
Business response
04/23/2024
We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to us. We value your feedback and are here to ensure your continued positive experience with us.
Customer response
04/23/2024

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
02/22/2024
Complaint Type:
Billing Issues
Status:
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.
I do not have an account with this company. I do not know nor recognize this company. I have requested original contracts from this company which they have yet to provide. I have no agreements with this company, and did not know about their existence until I seen them on my credit report.
Business response
04/23/2024
We sincerely apologize for the difficulties youve encountered with our service. We value your feedback and are committed to improving your experience. Our customer service team will be in touch very soon to discuss your account and work towards a resolution. Thank you for your patience and understanding.
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
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.
I contacted the *********** To file a complaint against AVA credit builder company and they informed me to also file a complaint with my local BETTER BUSINESS BUREAU. For your Assistance.Ava received a refund from Amazon prime subscription in the amount of 101 dollars on December 6th.2023. for subscriptions that I cancelled and they refunded it.Ava never returned my refund to me.My Ava bill was due December 18th.2023. I had just received a refund to my account 12 days before for 101. Dollars so my account even said zero payment due on December 18th.2023. which was accurate. I have screenshots of everything which I submitted to the ***** And they have on file also. My wife got a Roku free trial December 22cnd.2023. for 1 dollar for ******************** Plus this is 4 days after my billing payment date for December which is December 18th.2023.A HBO *** we added December 23rd.2023. which is 5 days past the billing cycle end for December which it would go to ******* 18th.2024. **** not backwards to the December 18th.2023. bill like they did.On December 30th.2023 the free trial ended with Roku for the ******************** plus so they charged ****** to my AVA charge card ******* 1st.2024. AVA illegally accessed my chase checking account that was linked for payments in the amount of 87 dollars not on my due date because my due dates are the 18th. Of every month and they took the balance from the Amazon prime subscription refunds on December 6th.2023 So I contacted them and by email there reply was they took the money for the charges at the end of the month which is a VIOLATION are contract is payment on due date anything after goes to the next month I have a 150 credit limit with them.On ******* 3rd.2024. I got the email receipt from Roku confirming that they refunded the ******. dollars charge because my wife didn't like the content of the free trial so we cancelled it and they refunded us tell today a a claims they haven't received it I have all copies as proof
Business response
04/23/2024
We apologize for the experience you had. We take your views very seriously and would like to communicate with you regarding your account very soon. Our customer service department will contact you very soon. We are committed to providing the best service and will be in touch shortly.

Customer response
04/23/2024
This is the 2cnd time I have had to contact the Better Business Bureau. About this issue it was resolved by Ava rep. **************** And the next month this month April it has happened again that's why I requested the first time to refund it to my bank account that it was illegally taken out of not give me credit to use with the company refund my money so it can't cause this same confusion again and Roku just refunded *****. for those same charges and I don't have the ******* anymore it was returned to *******. Ava have not refunded that yet they act like my refunds are there's it's my refund not Ava that's how the ******. mistake happened paramount plus refunded a year trial that they charged me and Ava tried to keep it and say it's my bill
Business response
05/03/2024

We apologize for the difficulties you've experienced and sincerely value your feedback. Our customer service team is preparing to reach out to discuss your account and ensure your concerns are addressed promptly. Thank you for your patience; we are committed to providing you with the best possible service.

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