Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Splitit was used as an intermediate for payments to a local pest control service. I would have rather paid directly in installments to the company anyways but this company was used. My payments went fine through to the company until they decided they were unable to charge my card. Once they were able to charge it, they paid the entire rest of my entire installment, almost 900 dollars in one go. I believe they made these charges in bad faith and care nothing of the end consumer. Support was less than helpful and closed my case immediately.

  Business response

  01/22/2025

  Greetings, 

  Thank you for reaching out. We are very sorry your installment plan did not go as you expected. As we explained in our case with you, your plan operated in exactly the way it was designed, and as you agreed to when you created your installment plan. When your credit card was declined we give you 7 days to fix the issue. If the issue is not fixed in that timeframe, we have no choice but to capture the outstanding value of your plan. This is part of our guarantee to the Merchant and is explained in the Terms and Conditions for our plans. 

  We understand that this kind of thing can be frustrating and a huge inconvenience and are very sorry this impacted you negatively. However, the installment plan worked as it was designed so there are no changes we can make on our end. Please reach out to the Merchant if you wish to explore other payment options that may be a better fit for you. We are happy to work with them or you on a refund if they allow you to pay with a different method. 

  We wish you the best going forward! 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Byte aligners in June and my payments are automatically billed to my credit card by Split It. Byte cancelled their service as of 11/4/24 because of issues with their onboarding process per the ***, and when I reached out to them, they agreed to refund me all my money. Split It will not acknowledge that they should stop billing me and they aren't acknowledging that my money sits with THEM. Therefore they are withholding my refund AND continuing to bill me for a service that was cancelled. I have provided all correspondence to them and they still refuse.

  Business response

  01/22/2025

  Greetings, 

  Splitit worked tirelessly to get the refund that was owed for this customer. We first engaged with **** on November 13th and after exchanging several messages, we were finally able to get confirmation from Byte that her refund was successfully processed. We respectfully ask that **** update this complaint, as we did everything we could to resolve it for her. As of December 10th her case was closed in our system due to a successful resolution. 

  Thank you, 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a Nectar Premier Copper Mattress on 5/16/2024 for $1,360.91 to be delivered on 5/28/2024. Delivery was late and we received a $150.00 credit from Nectar on 6/04/2024. New balance at $1,210.91. Received payment Plan from Splitit indicating the following with an incorrect balance of $1,360.91 and things you need to know:1. To guarantee future payments, an authorization for the full outstanding amount will be held for the duration of your plan. Authorizations will be renewed periodically and will reduce with each installment paid.2. The authorization amount will appear as Pending on your credit card. It will only be charged if we are unable to secure the next authorization or if a payment is declined.3. Standard credit card terms and conditions apply.On 10/11/2024, I decided to use my Mastercard attached to the monthly installment payments of $99.76. However, my purchased was declined and a $598.70 purchase from ****** was in pending status. I called Nectar and Splitit and both were unable to assist me. Then again on 10/25/2024 another pending amount from Nectar for $598.70 and I was unable to use my credit card once more. Under the "Things you need to know" states an authorization for the full outstanding amount will be held for the duration of the Plan, then periodically reduced. I understand a pre-authorization for the full amount on the inception of the installments and the monthly of $99.76, but why are they putting a hold on my credit card TWICE in one month for the same outstanding balance? I authorized the first full $1,210.91. I believe or however many times they run a pre-authorization, should only be for the monthly installment $99.76. It seems illegal to place a hold that EXCEEDS the monthly authorized charge. It seems to be an UNATHORIZED hold on my account that reduces my credit utilization that I did not agree to nor was this explained thoroughly by Nectar or Splitit. Their "Things you need to know" is vague at best.

  Business response

  01/22/2025

  Greetings, 

  Thank you for your follow-up. There is no option to make changes to this installment plan to adjust the periodic reauthorization. The reauthorization happens every ***** days and is always for the current outstanding value of the plan. The customer's plan has worked exactly the same since inception. The customer has three payments left, and if they wish to prevent any future reauthorizations they can pay for the plan in full. Otherwise, the periodic reauthorizations, which are a required part of our installment plans, will continue every ***** days. 

  We regret that there is nothing further we can do in this situation but sincerely appreciate your understanding that the plan is working as designed. 

  Sincerely, 

  Client Support Director

  Customer response

  01/23/2025

   
  Complaint: 22501385
  
  I am rejecting this response because:  There should not be a hold for the whole ***** days from the inception of the pre-authorization.  I'm well aware that a pre-authorization if required.  However, I find it ILLEGAL for a vendor can place a hold on a credit card account for the full ***** days and the credit amount that should be available within 2-3 business days after the pre-authorization, is no longer an option because of the hold on the account for the full ***** days.  
  
  Sincerely,
  
  ********* ******* **

  Business response

  01/28/2025

  Greetings, 

  We understand you are unhappy with the way our program works. Unfortunately, there is no option to make changes to this installment plan to adjust the periodic reauthorization. The reauthorization happens every ***** days and is always for the current outstanding value of the plan. The customer's plan has worked exactly the same since inception. The customer has three payments left, and if they wish to prevent any future reauthorizations they can pay for the plan in full. Otherwise, the periodic reauthorizations, which are a required part of our installment plans, will continue every ***** days. We regret that there is nothing further we can do in this situation but sincerely appreciate your understanding that the plan is working as designed. 
  

  Sincerely, 
  Client Support Director

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase was on May 7, 2024 Return was on May 25, 2024 October 1, 2024 still have yet to receive refund Will be taking them to small claims court

  Business response

  10/09/2024

  Greetings, I'm sorry to hear you feel your refund has not yet been received. Once a refund is processed, which on our end was on May 7th, it can take 3-5 business days to reflect on your credit card. However, since we are now in October, I suspect something went wrong with your card. We will open a case through our Support team and contact you directly. 

  Thank you,

  Splitit Client Support Director

  Customer response

  10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22367247, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Hope Wilcox

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 13, 2024, I made a purchase using Splitit payment method that allows you to pay over twelve months with twelve monthly payments. I had not missed any payments and then on July 27th they charged me for the entire purchase despite the fact that my next payment was not due until August 13th. I reached out to the company to inquiry why I was charged fully for the purchase and what happened to my monthly payments and they did not respond. This charge to my credit card not only took all the funds I had but over the limit my credit card. I would like my money refunded and to return to monthly payments.

  Business response

  09/06/2024

  Greetings, 

  Thank you for your feedback although I was disappointed to note your comments. I am happy to clarify the situation for you.
  

  In addition to your monthly payments, Splitit takes an authorization on your card (a hold) for the outstanding amount of your purchase until all installments have been paid. These authorizations are renewed every 18-21 days and reduce with each installment payment made with the previous authorization being automatically removed as soon as we receive the new one. The reason we authorize the full outstanding amount is to guarantee your monthly installment payments and this enables us to offer our service without application forms, credit checks or fees; even if you pay late. 

  If we are unable to secure a new authorization for the outstanding amount as outlined above, you may forfeit the right to pay monthly. In these circumstances, after a grace period of 7 days, the full amount of the plan may be charged using the last successful authorization. I can see that this is indeed what happened with your plan which was charged and cleared in full on July 26th 2024.

  All of the above is outlined in our terms and conditions which you agreed to prior to taking out your plan. You can find a copy of these Terms and Conditions here. I realize this will not be the answer you were hoping for but trust that I have clarified the situation.

   

  Here are a few more details on your case: 

  Upon further review, we determined that it was your bank that blocked the new authorization from being successful. The error code we see on our end is "Your card does not support this type of purchase." This means that your bank has blocked the transaction because your specific card is restricted from making that kind of purchase, often due to restrictions set by your bank on recurring payments; the best course of action is to contact your bank to confirm the reason for the decline and see if there's a way to adjust your card settings to allow the purchase. We are unable to restore your ability to pay in installments unless this issue is resolved with your bank, or you have an alternate credit card available that allows this type of installment based transaction. This is general guidance from what we know about credit card transactions, and is not a guarantee that there is a remedy to this issue with your card. 

   

  Customer response

  09/12/2024

   
  Complaint: 22178381
  
  I am rejecting this response because: I never missed a monthly payment. 
  
  Sincerely,
  
  Channing Collins

  Business response

  10/08/2024

  Greetings, we appreciate your concern about your payments. However, the issue was not a missed payments. Your payments were successfully paid on time. The issue here is regarding the required reauthorizations. I've provided the same explanation below, as the facts of this case have not changed. 
  
  In addition to your monthly payments, Splitit takes an authorization on your card (a hold) for the outstanding amount of your purchase until all installments have been paid. These authorizations are renewed every 18-21 days and reduce with each installment payment made with the previous authorization being automatically removed as soon as we receive the new one. The reason we authorize the full outstanding amount is to guarantee your monthly installment payments and this enables us to offer our service without application forms, credit checks or fees; even if you pay late. 
  If we are unable to secure a new authorization for the outstanding amount as outlined above, you may forfeit the right to pay monthly. In these circumstances, after a grace period of 7 days, the full amount of the plan may be charged using the last successful authorization. I can see that this is indeed what happened with your plan which was charged and cleared in full on July 26th 2024.

  
  All of the above is outlined in our terms and conditions which you agreed to prior to taking out your plan.

  We hope this clarity on the authorization versus the payments provides you the clarity you need. Respectfully, there is no additional information to add from our side as the facts of the case have now been outlined twice. We greatly appreciate your understanding. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for split it to pay the remaining amount owed on a pest control service for my home, as we couldnt afford the outstanding amount for termite control out of pocket. The total for the service was $1431.00 and we paid $750.00 up front, leaving $681.00 to be paid in 12 installments of $56.75 through split it. Split it has been charging my credit card the full remaining amount every single month I am due to make a payment, maxing out my card and putting incredibly unnecessary financial strain on my family, as the agreed upon monthly payments are only $56 and not $500+. I have had to call my bank to dispute these charges because split it is absolutely unwilling to work with me and the only explanation they offer is they put a hold on my card every month to ensure future payments. First of all, this is not a hold, as it has been a pending transaction twice now of well over $500 on my card. Secondly, why would you need to put a hold (if that was the case) for future payments on a card when the agreed upon monthly payment is nowhere near that amount? This is completely unethical business practice and I dont see how this is legal. This business needs to be thoroughly investigated for taking advantage of their customers and attempting to steal their money.

  Business response

  08/06/2024

  Thank you for your feedback. I am happy to clarify the situation for you.

  Splitit is not a loan, financing, or credit. Rather, we are a technology provider that helps consumers use their credit card to turn purchases into smaller, monthly payments. Your monthly payments are taken on the same date every month. However, in addition to your monthly payments, Splitit takes an authorization on your card (a hold) for the full outstanding amount of your purchase until all instalments have been paid. These authorizations are renewed every ***** days and reduce with each instalment payment made. The previous authorization is automatically removed as soon as we receive the new one.

  The reason we authorize the full outstanding amount is to guarantee your purchase; this enables you to use our service without application forms, credit checks or additional fees; even if you pay late.

  Prior to completing your purchase, you were presented with a checkbox to confirm that you accepted our Terms and Conditions and Privacy Policy. Your purchase would not have been able to proceed if you had not checked this box to indicate that you agreed to our terms, including the monthly authorization. I have attached your original installment plan agreement which was emailed to you on April 23rd and included links to both our Terms and Conditions (*********************************************************************************) and Privacy Policy (********************************************************************************************) that you agreed to when you made your purchase.
  

  I realize this is probably not the answer you were hoping for but trust that I have clarified the situation. I see your plan is now complete and all payments have been made. There is no further action needed by any parties due to the plan being paid in full. 

  Respectfully, 

  Splitit Client Support Director

   

  Customer response

  08/07/2024

   
  Complaint: 21996203
  
  I am rejecting this response because:
  I reached out to SplitIt more than once and I offered several ways that I was willing to pay off this loan or whatever youre considering this is. I received NO RESPONSE until AFTER my credit card was again charged for the full amount, which is what I specifically asked for them NOT TO DO because I had to cancel this card because of them.  I dont know what kind of business practice this is. If a customer is reaching out and offering solutions to a dispute, the morally correct thing to do is to RESPOND TO THIS CUSTOMER prior to just charging their card and then sending an automated message after the fact. This is completely unacceptable, as I was attempting to the best of my ability to resolve this. 
  Sincerely,
  
  *****************************

  Business response

  09/06/2024

  Greetings, 

  Thank you kindly for your follow-up. Below is our response to your most recent comments. At this time, there are no further actions steps we can take, nor additional details to provide on this case. All information is included here.

  Splitit is not a loan, financing, or credit. Rather, we are a technology provider that helps consumers use their credit card to turn purchases into smaller, monthly payments. In addition to your monthly payments, Splitit takes an authorization on your card (a hold) for the full outstanding amount of your purchase until all instalments have been paid. These authorizations are renewed every ***** days and reduce with each instalment payment made. The previous authorization is automatically removed as soon as we receive the new one. 
  

  The reason we authorize the full outstanding amount is to guarantee your purchase; this enables you to use our service without application forms, credit checks or additional fees; even if you pay late. Without a valid authorization in place, we have no method to collect your monthly installment charges. We are following the rules for capturing recurring payments that are outlined by credit card companies and the payments network. We do not make up our own rules; we are legally required to follow their rules. 

  If a monthly payment is missed or we are unable to secure a new authorization for the full outstanding amount as outlined above, you may forfeit the right to pay monthly. In these circumstances, after a ***** period of 7 days, the full amount of the plan may be charged using the last successful authorization. I can see that this is indeed what happened with your plan which was charged and cleared in full on July 23rd.
  
  Our Support Consultants engaged with you on three separate cases, and on the latest one originating on July 22, we responded three separate times in one day, and then a fourth on the following day. The only opportunity our company allows for you to make payments is to update your credit card (or debit/prepaid if you wish to pay in full) in our Shopper Portal. This is for your security. We do not take payment information through email or over the phone, nor do we accept any other form of payment (checks, money order, etc.). Again, this is simply company policy. We provided all instructions for you to make alternate payment arrangements in the Shopper Portal, but you declined to do so. As such, your plan was fully captured as per our Terms and Conditions. 

  We kindly ask for your understanding that this is how the installment program works, and is outlined in detail in our Terms and Conditions. I realize this is probably not the answer you were hoping for but trust that I have clarified the situation.

  Customer response

  09/10/2024

   
  Complaint: 21996203
  
  I am rejecting this response because:
  This response is unsatisfactory because I did reach out and attempt to arrange another payment method. Im not sure when or where I was messaged 4 times by the splitit team, seeing that I kept screenshots from every attempt to make conversation and communicate from my end and was ignored several times. This is until I was charged the entire amount after specifically asking them not to do that until I was able to talk to someone or figure out another payment method. Ive never heard of ignoring a customer and rejecting every avenue suggested to resolve an issue, charging the customer, then reaching out and saying they were communicating. However, this exact way of acting is what splitit says is their policy. This is clearly not getting resolved, as Ive already had my card maxed out by splitit with no recourse. It seems nothing else is going to happen here besides back and forth from a crooked company. I see this being closed now with no resolution, as every other 1 star customer review on the ******************** website states. 
  Sincerely,
  
  *****************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Impact dog crate in December 2023 and accepted the Splitit option to break up the total into monthly installment payments. The first few payments processed without problem. Then I moved and my address associated with my credit card changed. I received a notification email from Splitit a few days ago that my credit card has been declined and that they will charge the full outstanding amount if they are not able to process this months transaction within 7 days. (I have three days left). In response, I have repeatedly tried to update my address via the Splitit shopper portal on their website without success. I have contacted them via their chat option and via email. I was told in a response email from their representative **** that they cannot update my address for me, since the shopper has to do it, even though I explained that their online form will not accept the information I input. Their website just will not accept my updated address. I even input a totally different card, my Apple Card, that was also not processed. My address information with my banks is correct and up to date, I have verified that with my banks. Both cards each have sufficient funds available. Splitit does not have a working phone number that I have been able to find and it seems they are purposely making it impossible for me to update my information to allow the installment payment to process. I even contacted Impact for help, but they indicated that I have to deal with Splitit directly. At this point I dont know what else to do to get this resolved, so I am filing this BBB Complaint in the hope that someone from Splitit calls me. Please call me so we can talk this through to a resolution.

  Business response

  03/26/2024

  Thank you for your feedback. We are very sorry for your situation and are happy to clarify the details for you. 

  In addition to your monthly payments, Splitit takes an authorization on your card (a hold) for the full outstanding amount of your purchase until all installments have been paid. These authorizations are renewed every ***** days and reduce with each installment payment made with the previous authorization being automatically removed as soon as we receive the new one. The reason we authorize the full outstanding amount is to guarantee your monthly installment payments and this enables us to offer our service without application forms, credit checks or fees; even if you pay late. 

  If for any reason we are unable to charge your card for the next authorization or payment, you may forfeit the right to pay monthly. In these circumstances, after a grace ****** of 7 days, the full amount of the plan may be charged using the last successful authorization. I can see that this is indeed what happened with your plan which was charged and cleared in full on 9th of March, 2024. All of the above is outlined in our terms and conditions which you agreed to prior to taking out your plan. 

  In reviewing this case, I understand you were actively trying to update the billing address on your card, but it was unable to be accepted within the 7 day grace ******, which is what led to the full capture. We have been looking into this situation since it occurred, and have determined that the Merchant, Impact Dog Crates, was responsible for the *** (address) mismatch issue with your card, causing it not to update during the grace ******. Unfortunately, Splitit did not have any control over this situation.

  We greatly appreciate your understanding in this situation. 

   

  
  

  Customer response

  04/12/2024

   
  Complaint: 21396487
  
  I am rejecting this response because:
  
  The response is unsatisfactory. Splitit refused to update the address associated with my credit card and is blaming the address discrepancy on Impact Dog Crates, the merchant. But I also contacted Impact during that same time and Impact indicated that they have been paid in full by Splitit and my future payments are processed solely by Splitit and I need to update my address with them. 
  This makes sense because Splitit is the company that ran my credit card each month, yet refused to update my address so the monthly payment did not go through. Yet then Splitit ran that same credit card and charged the entire outstanding amount of $801.93  So clearly they were able to update the address, they just chose not to do it for the monthly payment and instead did it for the entire amount. Splitits business practices are unfair and dishonest. I will NEVER do business with Splitit again  

  Sincerely,

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

  Business response

  05/07/2024

  Greetings, 

  We greatly appreciate your perspective on the situation. However, our system does not allow us to update your credit card details. That is a matter of data integrity and personal protection for you. We do not take your credit card details; that is done by the Merchant and only they can make changes within their system to your details. The merchant was incorrect in telling you that we could update your card.

  In addition, as a condition of opening your plan with Splitit, we initially secure an authorization for the full purchase price as a guarantee for future payments. If at any point we are unable to charge the monthly installments, after a specified period of time we will use that original authorization to fully charge the outstanding balance of your plan. This is how the system is designed, and is what happened with your plan.

  We respectfully ask for your understanding that the information listed above is factually how our system works. We appreciate that you may not agree with it, but it is how the product works. Please refer to the Terms and Conditions you received upon creating a plan for any further questions about how the installment system works.

  Most sincerely, 

  Splitit Client Support Director

  Customer response

  05/10/2024

   
  Complaint: 21396487
  
  I am rejecting this response because:

  While Splitit claims it cannot change my credit card details, clearly this is incorrect because it did change the details in order to process the entire remaining balance rather than processing my monthly payment. I do not need another response from Splitit as I dont expect them to take responsibility. I will avoid doing business with Splitit in the future.

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 twin XL mattresses from Nectar Sleep in August of 2023. They use Splitit as one of their payment plan providers. I chose to return the mattresses on Sept. 20th, 2023 and still have not gotten the full refund promised by Nectar and Splitit. I talk to them daily and my final payment of $142.48 has still not been refunded "due to a merchant processing error." No one can tell me when this will be resolved or when I will get my money back and when I reach out to Nectar they treat me like I'm crazy and they already gave me the full refund. Splitit at least acknowledges that I still have not received my money and "we are working on it." This is ridiculous, over a month later and still I have not gotten my money back.

  Business response

  11/30/2023

  Dear ******,

  Thank you for your feedback, although we were sorry to note your comments.

  I can see that the intial refund processed by Nectar on November 14 was unsuccessful for some reason. However, following your conversation with one of my team on November 20, we spoke to ****** again and arranged for the refund of $142.47 to be re-processed. This looks to have now been successful. Please let me know if this is not the case.

  I'm sorry this took so long to resolve with Nectar and we appreciate your patience.

  Best wishes

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

  Director of Customer Support

   

   

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an engagement ring through *********************, and accepted the Splitit option. I was able to place a first option, but my bank declined the next. They sent the below email: Hi ***************************,Unfortunately, the payment for your payment plan with ********************* has been declined.If we are not able to collect the current installment payment in the next 5 days, we will charge the card on file for the outstanding transaction amount in accordance with the retail installment contract..In order to continue paying in installments, Please speak with your card provider or update your card details to a different one by clicking the link below.However, the link does not work if you attempt to update your information. If you create a login, it does not work there either. If you attempt to call, the number comes up as *********. There is no way for me to update this information or to contact them, and they are going to attempt to penalize me and charge me fees. They purposely do not have a way for me to contact them.

  Business response

  11/15/2023

  Hi *****,
  
  Thank you for your feedback although I was concerned to note your comments. I apologise for my delayed response, for some reason I only received your complaint yesterday.

  The email you were sent is an automated one and includes a link to our Splitit portal where you can access your plan to update your card.Please note no password is required, you just click on the 'magic link' button,and you will get a one-off link sent to the email address associated with your plan.

  In the portal, on the right-hand aide there is also a 'Help' button where you can get help and speak to one of our team although, they cannot update your card for you as, for your security, they are not permitted access to your full card details. Our **************** is available online only and no phone number should be listed in the automated email you received, so I will check that to avoid any confusion in the future.
  

  I have today sent you via email, a fresh link from where you can update your card. Please make sure you do this by November 18 to avoid being charged in full. Hopefully, this resolves the problem for you.
  

  Thank you for bringing this to our attention.
  

  Best wishes
  
  *******************************
  Director of Customer Support

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I entered a contract with Splitit to facilitate monthly payments to Byte. For four months, everything went smoothly as my card was charged without any issues. However, on the fifth month, I received an email from Splitit stating that my payment had been declined because they were unable to validate the address. I hadn't changed the address associated with my credit card, so I attempted to re-enter the card information and address. To my frustration, I encountered an error message indicating that the zip/post code failed validation. Hoping to resolve the matter, I entered a different credit card, only to be met with the same error message, despite accurate address details on both cards. I reached out to my credit card company, and they confirmed that the address was indeed correct and that there were no issues blocking the transaction. I then initiated a chat with Splitit's representative, ****, and explained the situation. **** reached out to their technical team to investigate and let me know that the problem lay with the registered address on the card. I found this situation puzzling, as the same address had posed no problems during the four previous months. **** told me, either the bank doesn't have any information on file, or they don't support AVS ******************************* So basically, there was nothing I could do. The following day I received an email that my balance had been paid in full, withdrawing the $2,290 owed from the very credit card for which the address validation had supposedly failed. This situation has left me extremely frustrated and questioning the reliability of Splitit's systems. My attempt to rectify the situation was met with a lack of solutions from their end, and I found myself at an impasse. Convinced that my address is valid and that there were discrepancies in Splitit's process, I believe Splitit should honor the terms of the contract that was initially agreed upon as I can prove the billing address is correct.

  Business response

  09/11/2023

  Dear ***************************,

  Thank you for your feedback although I was extremely disappointed to note your comments about your Byte/Splitit installment plan.
  
  I can certainly understand how frustrating and upsetting this issue must have been for you, especially as we were unable to find a resolution when you contacted us about it. Sadly, although we have looked at it again, we are still unable to account for the problem. Please be assured that nothing was changed on our end.
  
  We're happy to try to reinstate your plan, although we will need to get permission from Byte (as your agreement is with them not us) and we have contacted them today requesting this. Once we have heard back, we will send you a link so that you can activate your replacement plan. Hopefully, there won't be any further problems but please do not hesitate to contact us if you encounter any.
  
  We will be back in touch with you via email once we have heard back from Byte.

  Thank you for your patience and for bringing this matter to our attention.  

  All the best

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

  Director of Customer Support

  Customer response

  09/13/2023

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

*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. ↩