Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account does not belong to me. I am not sure why exactly that it is reporting on my credit report. I've sent several letters to the address listed with this account reporting on my report to clarify this but I have not heard back. To make matters worse each account number is different with each bureau which is against **** laws. I am filing this complaint through BBB with the hopes that my complaint will be taken seriously and these accounts will be removed off my credit report. I will also be filing a complaint with the **** as well. If I do not hear back I will file an *** complaint. I have attached my ID and SSN card to verify my identity, I also attached the proof of the incorrect account number. Once more I do not have any agreements with you guys nor did I sign any contracts bearing my wet signature, under **** laws reporting inaccurate information such as an account numbers means the account should be deleted immediately. I would appreciate that this account be removed. Thank You in advance.

  Business response

  02/06/2025

  Hello *********,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns. We have investigated your account and do not see signs of identity theft. That said, we take matters of identity theft very seriously. If you believe firmly that your identity has been stolen, please send us the following items at ******************* so we can validate your identity:
  Provide an Identity Theft Report or Police Report
  An identity theft report can be filed with the ************************ (FTC) at ******************************
  Alternatively, a police report can be filed with your local law enforcement agency.
  Provide identification documents
  A clear photo of a government-issued ** (e.g., drivers license or passport).
  A selfie holding the same **, ensuring both your face and the ** are clearly visible.
  Answer the Following Questions to Assist in the Investigation:
  How did you first become aware of the account or tradeline in question?
  Have you been a victim of identity theft before? If yes, how recently?
  Have you been notified of any data breaches involving your information? If yes, please provide details about the incident.
  Have you noticed any unfamiliar activity on other accounts you own (e.g., social media, bank accounts, email addresses)? If yes, please describe the activities.
  Could you confirm the email address where you have been receiving our communications?
  If you have a valid claim of identity theft that has been reported to the credit reporting agencies and/or proper legal authorities, please contact us at ******************* with the additional information and we will be happy to take appropriate actions.

  Best Regards

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Ava finance around October I believe, I didnt like the service so I asked to close my account and stop the recurring subscription. I was charged $20 on my card once and it paid off my overdue balance and I asked to close my account immediately. Today 1/21/25 I was just charged another $20 when I havent used there service in months since closing the account, I also have proof where I unlinked my Varo account so how was money take out of my account ? I tried to login to see if it was still linked somehow and it tells me I have to pay another $20 before it even lets me see my profile etc. I want a refunded and my account closed. I did not authorize this payment to Ava Finance nor do I want the services they are offering.

  Business response

  01/22/2025

  Hello Cheyenne,
  
  Thank you for reaching out and providing us with the opportunity to address your concerns.
   
  Upon reviewing your *******, I can confirm that your Ava ******* was initiated on August 9, 2024, and canceled on November 9, 2024. No further subscription charges were applied after October 9, 2024. During this period, your Ava **** was used for a $20.00 transaction at Visible Wireless on August 17, 2024. We attempted auto-payments for this transaction on September 16, 2024, October 9, 2024, November 14, 2024, and December 9, 2024; however, these payments were unsuccessful due to "Insufficient funds." A new auto-payment attempt was initiated on January 21, 2025, and is currently in progress. Once this payment is successfully processed, your tradeline will officially close with the credit bureaus.
   
  I was unable to locate a previous payment that was processed for your *******, aside from the monthly subscription charges. If you have any transaction details related to this payment, please provide them so our Accounts team can further review and investigate the issue.
  
  Thank you again for your understanding in this matter. Should you have any additional questions, please feel free to reach out ********************

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently received a $ ***** charge on my banking account from an ********************** and obvious I never heard of them . So naturally I searched them up to see who and what this company was and yup never heard of them and never signed up for their services ! So I wanted to bring it to someone elses attention about them .

  Business response

  01/17/2025

  Hello Sharlise,

  We are unable to locate an account at *** with the details provided in your complaint. Please provide the following to us via ******************* so we can research appropriately.

  To initiate an investigation into your claim, our ************************** requires the following steps to be completed:
  

  Provide an Identity Theft Report or Police Report
  An identity theft report can be filed with the ************************ (FTC) at ******************************.
  Alternatively, a police report can be filed with your local law enforcement agency.
  

  Provide identification documents
  A clear photo of a government-issued ** (e.g., drivers license or passport).
  A selfie holding the same **, ensuring both your face and the ** are clearly visible.
  

  Answer the Following Questions to Assist in the Investigation:
  The Transaction ** and details from your account.

  How did you first become aware of the account or tradeline in question?
  Have you been a victim of identity theft before? If yes, how recently?
  Have you been notified of any data breaches involving your information? If yes, please provide details about the incident.
  Have you noticed any unfamiliar activity on other accounts you own (e.g., social media, bank accounts, email addresses)? If yes, please describe the activities.
  Could you confirm the email address where you have been receiving our communications?
  

  Next Steps
  Once we receive the required report, identification documents, and your responses to the questions above, your claim will be escalated to our Risk Operations Team for review. Please note the *** account will remain in a ************ with an active membership until all of the required information has been received. 
  

  Thank you for your cooperation. Were here to support you every step of the way.

• Initial Complaint

  01/12/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has stopped reporting both of my *** accounts to ******* around 12/11/2024 and I have proof showing when the reporting was removed. I have also sent multiple emails expressing that the reporting was stopped and both of my *** accounts were removed, the company responded and stated that thet were having an issue with Equifax reporting. The company responded on 12/20/2024 that issue has been resolved and to give a few business days for reporting to show back up and if it did not to let them know. It is 01/12/2025 and reporting is still not showing on my Equifax report and my credit score has suffered becuase of that. I have sent numerous of emails explaining that it is not reporting and the company just has been placing blame stating that it is an issue with the reporting companies and not taking accountability. I use 3 different reporting companies to monitor my Equifax report (*******, ******, Credit Karma, annual credit report) and none of them are showing the the trade lines that were removed. I also pay a monthly membership fee with *** of $9.99 to report to all three breaus and it is not happening for me. They advertise to report to all 3 breaus but on my end they are not holding up to their end of the bargin. This company is leering consumers under false pretenses to report to all 3 breaus but are not making due on their promises. I get things happen but to act like my issue is not happening and placing blame as a business that is not the way to go when I can clearly check my report and she that the reporting has not resumed. I am willing to pursue this to the fullest extent due to issue not being resolved.

  Business response

  01/13/2025

  I would like to begin by sincerely apologizing for the frustration you've experienced with the Equifax reporting issue. I understand how concerning this situation must be, and I truly appreciate your patience as we work through it. I want to clarify that this is an Equifax-related issue, not one caused by Ava.

  
  I have submitted an AUD request to have the tradelines reinstated on your Equifax report. Please note that this process may take up to 3 weeks, as we are currently in a queue with other requests. Rest assured, I will continue to monitor your account and will notify you as soon as we receive confirmation that the issue has been resolved. For future updates, please refer to ticket #******.

  
  Thank you again for your understanding and patience. Should you have any questions in the meantime, please feel free to reach out ******************************.

  Customer response

  01/13/2025

   
  Complaint: 22800882
  
  I am rejecting this response because:
  

  I have been told this time and time again and 3 weeks on top of all the time I been waiting to have issue resolved is not acceptable. I have been told this and nothing has changed. A quicker resolution would be appreciated.  Sincerely,
  
  ****** *****

  Business response

  01/15/2025

  After your initial communication, your case was forwarded to our Credit Reporting team. Thank you for providing the requested screenshots of the issue you were experiencing. We appreciate your cooperation. However, it appears that the same information was requested again, and full assistance was not provided at that time. The *** request to correct your reporting was only submitted after I reviewed your BBB complaint and your prior interactions. We did not previously provide a resolution or specific timeframe for completion, and I regret any confusion caused. 
  
  While I understand your frustration, I must clarify that I am unable to expedite the AUD process with the credit bureaus, as we are subject to their standard processing times. Once we receive a final resolution, I will promptly update you via ticket #******.
  
  We appreciate your continued patience and understanding throughout this process. Should you have any questions or concerns in the meantime, please feel free to contact us at ********************

  Customer response

  01/15/2025

   
  Complaint: 22800882
  
  I am rejecting this response because:
  I was made promises before for the issue to be corrected, just waiting for it to re-inserted on my report. Then I will be satisfied. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding the ****************** Credit Card. This product was marketed as a tool to help individuals build their credit by paying a $9.99 monthly fee in exchange for a credit line and limited usage options, such as purchases for subscriptions. While I had no issue adhering to these guidelines, *** has failed to fulfill their advertised promises, which has negatively impacted my credit and violated my consumer rights.Key Issues:1.Failure to Report Credit Limit to **********:Since opening my ****************** account in June 2024, *** has consistently failed to report my $500 credit limit to **********. This omission substantially ***** my credit score as it does not accurately reflect my available credit.2.Late and Inaccurate Payment Reporting to Equifax:*** has not reported my payments in a timely or accurate manner to Equifax. Payments are not coded correctly, and for a period of time, the account disappeared entirely from Equifaxs records. Although it has recently reappeared, payments are not reflected as Pays as Agreed, further damaging my credit profile.3.Refusal to Close Account and Delete Tradelines:Since November 2024, I have repeatedly requested that *** close my account, delete the trade lines from all three credit bureaus (**********, Equifax, and Experian), and refund the monthly membership fees charged, as they failed to deliver the advertised services. Despite these requests, *** has refused to take corrective action.Concerns Regarding Business Practices:AVA appears to prey on consumers in challenging credit situations by charging a monthly fee for services they do not adequately deliver. This practice is deceptive and places undue financial and credit-related stress on consumers like myself who are striving to improve their creditworthiness. I believe AVAs actions represent a violation of fair consumer practices and have caused unnecessary harm to my financial standing.

  Business response

  01/06/2025

  Thank you for bringing this to our attention. I understand the frustration this has caused and we apologize for the inconvenience.

  Weve been informed by ********** that they are no longer reporting the exact credit limit for certain types of tradelines. This change affects all tradelines of this kind, not just **** However, please rest assured that we continue to submit your credit limit to ********** each month, as part of our credit furnishing process.

  While the credit limit may not be reported, ********** will still reflect your on-time payments, credit history, and credit mix, which are essential factors in building your credit over time. Additionally, if you check your Equifax and ******** reports, youll notice no changes, as this update is specific to TransUnions new policy.

  Although we cant influence how the credit bureaus report, we remain fully committed to supporting your credit-building journey. As outlined in our Terms of Use, making on-time payments will help you continue strengthening your credit history.
  After investigating your account, there was an issue at *******, where your tradeline was erroneously removed from their credit reporting. This was an error at *******, not at ***. We have followed up with them and were informed on December 20, 2024 the issue has been resolved and your tradeline should be viewable now. 

  In addition, I reviewed our previous communications and was unable to find any mention of an inaccurate payment history being reported to Equifax. If you have any relevant screenshots or additional details, please feel free to share them so we can investigate and resolve this further.

  I also found a request to delete your tradelines, which we cannot fulfill as a credit furnisher. However, we did provide the necessary steps for you to close your *** account through the app. Instead, you inquired about a credit limit increase, which we are unable to accommodate.

  To clarify, we have consistently and accurately reported your tradeline to all three major credit bureaus. Unfortunately, we do not have control over how or when the bureaus update this information in their systems, nor how third parties might present it.
  Given this, we regret to inform you that we cannot offer a refund for services rendered, as the reporting has been completed in line with our agreement.

  If you have any further questions or concerns, please dont hesitate to reach out. We truly appreciate your understanding and continued support.
  

  
  

  Customer response

  01/06/2025

   
  Complaint: 22754546
  
  I am rejecting this response because: As you can see, there is an email specific to equifax from *** responding to me addressing the issue of *** credit line completely disappeared and they only responded once that was apparently resolved. It's bizarre that you claim that a record of this inquiry and interaction doesn't exist. This response in itself shows that *** and whoever you are within this organization does not have any attention to detail. 

  In addition, you can see my credit reporting from Equifax and it should be showing pays as agreed each month, rather you guys are changing the terminology for some reason. That credit report screenshot is directly from ***********.

  Furthermore, Transunion not reporting the credit line, but reporting the other information does not excuse the fact that you guys advertise full credit reporting with all 3 credit bureaus and charge a fee to operate in this manner. Your entire business hinges on the advertising of your services and the charging of a fee for these services. This is how you make money, so if you are charging people and not telling then that transunion won't show a credit limit than that is false advertising and unethical business practices. Simply saying stating that reporting the payment information is good enough, is absolutely not good enough. It's deceitful. 

  My request is very simple. Delete all of my information from all 3 credit bureaus. If you don't comply with this very simple request by a consumer, you leave me no choice but to take further action in the manner of retaining legal counsel. You also have to answer to this directly to the **** and will be held accountable. Consumer rights are important, and under no circumstance is it ok to be even 1% non transparent about the services provided in exchange for the fee paid. 

  Do the right thing by people. It's as simple as that. 

  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear *********** am urgently disputing two fraudulent accounts listed on my credit report, as I am a confirmed victim of identity theft. Upon reviewing my credit report, I identified the following accounts that I did not authorize, open, or consent to:Creditor Name: AVA FINANCE *** Opened Date: December 20, 2022 Account Number: ************************* Creditor Name: AVA FINANCE Opened Date: December 20, 2022 Account Number: ****************** I want to emphasize that I had no involvement in opening these accounts, and it is evident that they were fraudulently created without my knowledge or consent. These accounts are illegitimate and are causing significant harm to my credit score and financial reputation.I demand an immediate and thorough investigation into these matters and request that both fraudulent accounts be permanently removed from my credit report.

  Business response

  12/27/2024

  Thank you for reaching out.
  I want to clarify that we previously spoke on August 5, 2024, regarding your *** accounts. During our conversation, you confirmed that you had opened both the Save and Build account and the *** card account yourself. Additionally, we sent you an email confirmation on August 5 and requested that you let us know if you noticed any discrepancies on your credit report.
  Our support team will reach out to you soon regarding your query. If you have any further questions or concerns in the meantime, please feel free to let us know.
  Best regards,

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As mentioned by numerous complaints filed here and on various review sites, ***'s advertising, marketing and brand identity is very deceptive. I am relieved to know I am not the only person that believed their card can be used with any company. They are not transparent about who the card can be used with and as established in other complaints and reviews, once "approved" for the card, the moment an attempt to use the card other than with their approved subscription services, they block the card and demand verification documents which they will reject for being too blurry and continue to demand documents like ID and a selfie holding the same ID. Once I noticed this, I immediately asked for cancellation because I do not have the time, energy or interest in devoting attention to their demands when there are numerous better options available to increase my credit score. I paid for the full year upfront and when I requested cancellation and refund, part of their response was "we don't currently offer free trials" which I felt was an incredibly condescending and passive aggressive response to someone who clearly has already paid and now is forced to cancel due to their deceptive marketing and poor customer service. *** needs to be as clear, upfront and transparent as possible about what their card and business model really is instead of misleading customers. *** does not offer a full service card that can be used anywhere however their marketing implies as such. It is a classic bait and switch approach and engaging with them is frustrating and challenging for no good reason. I am not interested in another sarcastic and passive aggressive explanation like the responses I have received in email. I simply want a full refund of the annual membership fee I have already paid.

  Business response

  12/20/2024

  
  Thank you for reaching out. We communicated on December 18, when we requested that you send us clear documentation to proceed with your account verification. Please send the necessary information to our secure email, as previously advised. This information is required to verify your identity and ensure the security of your account.
   
  Additionally, we clarified that your *** membership is on a monthly plan of $9. I understand your concern regarding the refund. Unfortunately, we do not offer free trials at this time. As per our refund and cancellation policy, which you accepted upon signing up, we are unable to provide a refund since your account is already registered. I can also confirm, details on how the Ava **** is used were clarified by our support team. 
   
  To continue using **** we recommend completing the verification process as soon as possible. I hope this helps clarify the situation.
   

  Customer response

  12/20/2024

   
  Complaint: 22712882
  
  I am rejecting this response because: As I stated, *** falsely advertised their business and the response is filled with untrue statement. There was no clarity regarding how to use the card until AFTER I attempted to use it under the pretense that it is a full service card which is what ***** marketing implies.  I am not the only customer who has voiced this exact concern so based on the numerous complaints regarding this issue, I am fully convinced my concerns are valid.  I will proceed with legal action outside of the BBB to address ***** false advertising.  No further response is welcome or necessary.

  
  Sincerely,
  
  **** *******

  Business response

  12/26/2024

  I'm sorry to inform you that 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. I can also confirm you have had a monthly membership plan which is now closed. 

   

  If you have any further questions or concerns do let us know. 

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not liable for this debt with ****************** I dont have a contract with the collection agency I have not been provided the original contract as requested

  Business response

  12/18/2024

  Thank you for your recent communication.
  To assist you further, we kindly request a screenshot of your credit report showing your *** account and any debt you are referring to. This will help us address your concerns more accurately.
  As a reminder, your *************** was a revolving line of credit with a limit of $500. Your *** account was closed on 2024-09-05 and should be reported as Paid and Closed.
  If you have any additional questions or require further clarification, please dont hesitate to reach out. Were here to help!
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I demand you remove these fraudulent accounts listed from my consumer report. The above accounts are a result of identity theft and are not mine. According to 15 USC 1681 e (b) It is your duty to assure Maximum Possible Accuracy of the information concerning the individual about whom the report relates. Accuracy is defined as a measure of value, the above account is inaccurate because it is not a measure of value, therefore this inaccurate account needs to be deleted from my consumer report. AVA FINANCE: 1XUBDLXXXXXXXXXXXXXXXXXXX Date Opened: 04/20/2023

  Business response

  12/19/2024

  We appreciate the opportunity to address your concerns.
  
  Upon review of our records, we were unable to locate any physical mail correspondence from you. However, we did find two conversations with our support team: one on October 9, 2023, and another on December 1, 2024.
  
  A thorough review of your account indicates that we have no information at this time suggesting that this account was opened due to identity theft. Additionally, the email and phone number provided in your claim match the details on your *** account, and all email and push notification correspondence has been sent to those contact methods.
  
  A review of your account indicates you signed an agreement with us on 2023-04-20 23:42:47 UTC. You then linked your *** **** to a ******* subscription, which was charged monthly in the amount of $7.55 until May 16, 2024. Following this, a payment was due on June 5, 2024, and payment was successfully received on September 3, 2024, via debit card. The terms and conditions for the *** **** can be accessed at ****************************************************************** instance exceeded the 29 day ***** period and per Fair Credit Reporting Act (15 U.S. Code 1681) we were required to report to the bureaus as delinquent. Your account was subsequently closed on September 3, 2024 in a Paid or Closed Zero Balance status. Auto-payments were attempted on 6/5/2024, 6/20/2024, 7/22/2024, 8/20/2024, and intermittently in between, however the payment was not able to be completed, with the reason code returned to us as "Plaid Relink". This indicates the previously linked bank account had disconnected. Our records show that a payment attempt was made on July 8, 2024, via debit card. However, the transaction was unsuccessful due to a **** Error.
  
  The email communications and push notifications began on 6/8/2024, at least 4 emails were sent, 1 informing you payment is due and 3 informing you the payment is past due prior to the 30 days past due point. The past due emails included a manual payment option to facilitate timely payment, as the auto payments were failing. Unfortunately, since the payment was ultimately received September 3, 2024, per Fair Credit Reporting Act (15 U.S. Code 1681) we were obligated to report it in accordance, and we cannot remove these remarks from your credit report. Furthermore, our system shows you accessed the *** app multiple times in July and September.
  
  As a result, we are unable to reverse any negative reporting associated with your account. Additionally, based on the information provided above, we believe that we have clearly outlined the acceptance of our terms and conditions, as well as the fact that you have engaged in transactions with us.
  
  We have investigated your account and do not see signs of identity theft. That said, we take matters of identity theft very seriously. If you believe firmly that your identity has been stolen, please send us the following items at ****************************** so we can validate your identity:
  
  a.) Verify Identity with ID/Passport and selfie with ID
  b.) A police report
  
  If you have a valid claim of identity theft that has been reported to the credit reporting agencies and/or proper legal authorities, please contact us at ****************************** with the additional information and we will be happy to take appropriate actions.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Ava Finance. I do not have a contract with this company, they did not provide me with the original contract as I requested.

  Business response

  12/02/2024

  Thank you for reaching out. Your concern is important to us, and I appreciate the opportunity to assist you.

  
  I can confirm that we corresponded earlier regarding your message on October 28, where you mentioned that your account reflected a due amount (which you were aware of). We were happy to clarify the payment details and due dates at that time.

  
  After reviewing your account, I see that your Save and Build account was closed on June 17, 2024, while your *** **** and membership remain active. Your recent *** **** balance payment is currently in progress.
  

  Please note:
  *** is unable to open new accounts for any customer. The activation of both the Save and Build account and *** **** is initiated by the customer.

  
  Timely payments are essential for accurate and timely reporting to credit bureaus. If a payment is missed or made late, we are required to report it as agreed upon during account setup.

  We are unable to remove an accurately reported credit account from your credit report.

  If you have any further questions or concerns, please dont hesitate to reach out to us at ******************************.

*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. ↩