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Business Profile

Loans

Net Pay Advance, Inc.

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 28, New Pay Advance notified me that I had been approved for a line of credit in the amount of $400. I was granted a withdrawal in the amount of $400. It never arrived. I called Net Pay Advance. They were hard to reach since their phone lines often turned off. They told me the money was in the system and would arrive shortly. It still has not arrived. I emailed and texted and received no response. I have no conclusion but that I have been scammed. This company asserts they are a loan company. I have attached a png of their site advertising this. My concern is that they will never send the money but charge me interest on an advance that was never received. My desired resolution is that you investigate this company to see if they are scamming. I also need a promise that they will not try to charge me interest on a withdrawal they was never received.

    Business Response

    Date: 06/05/2025

    We are writing in response to Complaint ********, submitted by ******* ********** After a thorough review of our records, Net Pay Advance (“NPA”) found that on May 28, 2025, a line of credit loan was opened in **** *********** name in the amount of $400.00.
    Funds were sent to the bank account provided ending in *7964. However, the customer did not receive the funds as expected. On May 29, 2025, the customer called and verified the bank routing and account number on file were correct. On June 2, 2025, the funds were returned from the bank due to a closed bank account. NPA notified the customer via text that the funding had returned and requested **** ********* to contact NPA if she would like to resolve the issue. On June 4, 2025, Mrs. Schroeder sent NPA a text message saying that she would not like to proceed with the loan at this time. Subsequently, the loan was canceled. There is no balance due on *** ************ account thus no interest is accruing.
    For further questions, payment arrangements or clarification, **** ********* is encouraged to contact our customer service team at (888) 942-3320 or email [email protected].

    Customer Answer

    Date: 06/06/2025

    I double checked and I gave Net Pay Advance my business account number rather than my personal account.  The business account has been closed.  I apologize for the inconvenience.

    You can consider this matter resolved.

  • Initial Complaint

    Date:05/14/2025

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 13, 2025, I received an email at 11:27am from NetPay advising my loan was approved. Around the same time, I was received a second email with a temporary password and exactly one minute later 11:28am I received an email about the loan being approved and funds would be in my account next business day. I did NOT recently apply for any loans. I received these emails after 9pm on May 13, 2025 when I was checking my email. I was at work at 11:27am when the original emails came through and did not have my phone. The funds showed up in an idle bank account that is not used. I was able to use that temporary password to login to this account for the first time. I found documents that show I did an "e-signature" at exactly 11:27am. I did NOT e-sign these documents. The account is linked to an address and a phone number that is no longer valid as of October 2024. I do believe I submitted a loan request around a year ago to a few agencies but was denied. I have had no reason to get a loan, therefore, I have no recently re-submitted any requests. I believe that the company fraudulently e-signed this document since it was apparently signed at the exact same time the email came through about a document needing a signature, that I did not see until 10 hours later. This is not a legal loan. This was completed fraudulently by this company. I understand that an initial request may have gone out to this company a year ago, but there has been nothing request in 2025. I did not authorize any of this. I only want this to go away. I do NOT want this loan. I can send the money back in the amount of $400.00 in full at one time. I did not request this, I did not sign these documents, and I do not want this loan. This was not done properly.

    Business Response

    Date: 05/16/2025

    We are writing in response to Complaint ********** After a review of our records, we found that on May 13, 2025, the lender acquired loan application details from a third-party marketing partner from the applicant. The applicant was approved for a $400.00 Texas installment loan. Net Pay Advance (“NPA”) is a licensed CAB/CSO in Texas and sources and services loans to Texas consumers on behalf of an independent third-party lender.

    The loan proceeds were successfully deposited into the financial institution provided as part of the application, specifically: account ending in 1304, at USAA Federal Savings Bank. We are committed to resolving this matter as expeditiously as possible. We encourage the complainant to discuss with her financial institution authorization to promptly return the loan proceeds or to make this payment, please contact our customer service team at ***** ******** or email **********************************

    We have taken immediate action by locking this account to prevent further loan requests and to prevent further marketing efforts. If the applicant feels she has been a victim of identity theft, we urge taking all necessary steps to increase the security of all personal information. We recommend visiting the websites of Experian, Transunion, and Equifax for guidance on safeguarding personal information against identity theft. To complete an ID Theft Affidavit, visit the Federal Trade Commission at ******************************

    Customer Answer

    Date: 05/16/2025


    Complaint: ********

    I am rejecting this response because:  My issue is that the document was signed electronically at the same time the email was sent advising of a document to be signed when I didn't even have an account set up.  It should have never gotten far enough to send any money.  Seeing as how I know fully that I in fact did not E-sign that document, my only conclusion is that the company signed it. 

    However, the fraud department with NetPay has advised their investigation did in fact determine fraud.  Therefore, were willing to null and void the contract, and I would return the funds.  So the matter is being handled. I just do not approve their deflection of their responsibility so I do not accept their response. They need to put further steps and security processes to ensure that the loans are actually wanted and being signed appropriately. It's hard to believe a document could be E-signed at the exact same time as an email indicating a document needing to be signed. AND that in order to even get to that document to sign, a party must set up an account.  Not sure how this company thinks I could have E-signed this document immediately while not having an account set up.  Do better. 


    Sincerely,

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

    Business Response

    Date: 05/20/2025

    We are writing in response to Complaint ********* rebuttal. Net Pay Advance (NPA) can assure you that there are security measures in place to prevent an employee from e-signing documents for a customer.

    As previously advised by our Fraud Prevention Team, payment arrangements can be made online or by calling our collections agents at ***** ********.
  • Initial Complaint

    Date:05/13/2025

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received money to my account i never asked for I was simply looking at options they sent me 255 and when I looked at the terms the apr was 400% when it said 20% on the site, that is diabolical! I never asked for the money and I do not want it, to top it off my passwords were changed and I cannot log into my account to see what’s really going on, I sent a email they haven’t got back all I want is for them to dispute the transaction get their money back and delete/close my account and information i do not want to contact my attorney and take it to court, I simply want them to take their money back and delete my information and close my account! Thank you.

    Business Response

    Date: 05/22/2025

    We are writing in response to Complaint #********. After a review of our records, we found that on May 12, 2025, a California deferred deposit transaction was completed via our secure online portal in the amount of $255.00 with a single payment of $300.00 due on May 30, 2025.

    The loan proceeds were successfully deposited into the financial institution provided as part of the application, specifically: account ending in ****, at ***** ***** ****, NA. Pursuant to our investigation we found no anomalies indicative of fraud.

    On May 15, 2025, Net Pay Advance (NPA) submitted an ACH Debit request for the principal amount of $255.00 as authorized and instructed by *** ******. This transaction cleared on May 20, 2025.

    NPA has received *** ******’ request to delete his NPA account. Although we are required to maintain some data required by law, the processing of *** ******’ deletion request will be promptly honored. Should *** ****** wish to obtain a new deferred deposit transaction loan from NPA in the future, he will be required to re-apply as a new customer.
  • Initial Complaint

    Date:04/30/2025

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took the loan fully intending to pay it back. Once the loan was taken out, I made the first payment and then ended up hospitalized twice. Each time, I was close to death. During this time, I did my best to communicate. However, there was nothing I could do. I was hospitalized and without income. When I got out of the hospital, I was told I needed rehab. Again, I stayed in communication, but advised there was nothing I could do. I continue to be harassed and I’ve made multiple one time settlement offers in which the company will not entertain. They’ve also tripled my balance during this time. I would understand this if there was not a significant medical issue involved. But, in this case I’ve even offered to provide documentation. Horrible people/business that should be ashamed.

    Business Response

    Date: 05/06/2025

    We are writing in response to Complaint ********* submitted by ***** ********* After a thorough review of our records, we found that on March 20, 2024, a flex loan line of credit was opened in *** ********** name in the amount of $900.00. Prior to consummation of her loan, *** ******** received full disclosure of all the terms of her loan. Our records further reflect that *** ******** acknowledged and accepted the loan terms including our rights upon default set forth in the written Flex Credit Loan Agreement. 

    Net Pay Advance (“NPA”) takes our customers' concerns and needs very seriously. Since *** ********’s loan entered collections status in September 2024, due to non-payment, NPA has extended multiple settlement offers including the most recent settlement offer on April 30, 2025, for a 50% settlement amount. *** ******** has refused to enter any settlement arrangement and has made no attempt to reach a mutually satisfactory payment arrangement. 

    For further questions, payment arrangements or clarification, *** ******** is encouraged to contact our Collections Department at **************. 

    Business Response

    Date: 05/07/2025

    We are writing in response to *** ********** rebuttal to Complaint ********. While we appreciate *** ********** recent settlement offer of $600.00, after careful consideration, Net Pay Advance “(NPA”) is unable to accept *** ********** offer.   

    To assist *** ******** in reaching a mutually satisfactory payment arrangement, NPA is willing to extend the 50% settlement offer to May 31, 2025. NPA will settle *** ********** current balance of $1,720.99 for the total amount of $860.49. If *** ******** agrees to the settlement terms; she can contact our Collections Department at ************** to make payment arrangements. 

    Customer Answer

    Date: 05/09/2025


    Complaint: ********

    I am rejecting this response because: I have made this offer to them because I will not have more than $600. I don't understand why this is an issue for them to understand. I have NOTHING more to offer. It feels extremely unreasonable to me to act like I'm just trying to disregard my responsibilities. I've been trying to work with them for a long time. It is them that has been unwilling to work with me. I find the use of the word "recent" interesting as I've made attempts with them throughout my job loss and then through my hospitalizations. They continue to deny and ask for me to give them what I've offered and set up a plan for the rest. I have told them that I cannot set up a plan as I have no idea when I will have funds to give them.  My offer still stands. I will be able to pay them $600 as a settlement in full. Trust me. I wish I had more to give. I simply don't. I have thousands of dollars in medical bills that I am unable to pay and have submitted financial assistance requests for. So, when I say I have nothing, I mean it. 

    Sincerely,

    ***** ********
  • Initial Complaint

    Date:04/02/2025

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a loan payment withdrawn twice from my account. I called Net Pay Advance, let them know about the double withdrawal, submitted my bank transactions as proof. They just keep giving me the runaround everyday its the same. "We will call you with an update tomorrow", tomorrow comes and no update so I call again and get the same response.

    Customer Answer

    Date: 04/08/2025

    I have received a refund. I’m satisfied with the outcome. I want to dismiss this complaint. Thank you

  • Initial Complaint

    Date:02/03/2025

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Borrowed $255 from net Pay advance, was promised 20% off my fees. Never received the discount so I tried calling them all morning, explaing to them that I'm a disabled Veteran who is requesting reasonable accommodation afforded to me under the American With Disability Act! They refuse to help on every call I made this morning, henceforth violating my civil rights by refusing to reasonably accommodate me under Federal Law !!

    Business Response

    Date: 02/07/2025

    We are writing in response to the complaint filed by ****** ******, Complaint *********, regarding his most recent deferred deposit transaction with Net Pay Advance, Inc., after investigating the claims in *** ******* complaint and thoroughly reviewing our records, we have found no error in how *** ******* application was processed, the terms of his current loan (loan #*******), or his account. It is important to note that Net Pay Advance, Inc. does not discriminate against any applicant or customer and offers several repayment options for customers who may have difficulty from time-to-time in repaying their loan.

    *** ****** has received multiple loans from Net Pay Advance, Inc. and unfortunately, has a history of being verbally abusive to our employees. Despite numerous attempts to accommodate *** ******* demands, his abusive behavior has persisted. Recently, the situation escalated when Mr. Flores contacted us to cancel a loan he received on February 3, 2025. At that time, we requested a written request (email or mail) to process the cancellation, a requirement clearly stated in the agreed-upon contract terms. *** ****** then began berating multiple employees. Thereafter, we requested that all further communication be in written form only. *** ****** began sending an overwhelming number of disrespectful written email messages and made over 40 calls.

    Given *** ******* ongoing abusive behavior, and to ensure a respectful and safe environment for Net Pay Advance, Inc. employees, we have made the decision to terminate our services. We have waived *** ******* outstanding balance, updated his account so that there is no balance, and no further payment is needed.
  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I unfortunately had to take out another pay day loan with Net Pay Advance because they didn’t allow me time to even try to set up a payment plan they just keep charging my account an unlimited amount of times until they are paid in full. This is the same thing that’s happened again. I was speaking with one of their customer service representatives yesterday trying to set up a payment arrangement for my past due balance. I made it very clear that i just moved and have bills to pay that are a priority or else I will be placed back into a hardship but but NetPay does not care about company transparency. In the middle of setting up the payment arrangement and after agreed upon payment dates and payment amounts were finalized, this company yet again pulled money from my checking account and now I can’t pay my car note, my phone bill, or my rent/utilities. These pay day companies are already predatory but now once they have your card on file they treat it like it’s their own personal funds. They pull from your account over and over and over and over causing over draft fees even when they know the money is not there and I’m getting tired of being placed in financial hardships, pulling myself out of them all for companies to throw me right back into a tail spin. Now I’m forced to stall on paying my bills until after the holiday weekend.

    Business Response

    Date: 10/29/2024

    We are writing in response to complaint #********, submitted by **** ****** On September 13, 2024, the customer was approved for a $200 Deferred Deposit Transaction, with a single payment due on October 4, 2024. The payment card that *** ***** authorized for repayment on the due date was declined, so an ACH payment was attempted as authorized by *** *****. This ACH payment returned unpaid on October 9, 2024, causing the loan to default. The customer was notified regarding the status of her defaulted loan and the amount due via email on October 9, 2024.

    Net Pay Advance endeavored to reach a satisfactory payment arrangement with *** ***** on October 10, 2024; however, no payment arrangements were finalized due to no response from *** *****. Consequently, the full balance was collected on October 11, 2024.

    As stated in the ‘Nonpayment and Default’ section of the loan agreement, once the unpaid balance is transferred to our internal collections department, attempts to collect the full balance will proceed.

    After a thorough review of *** *****’s account history, we find no error or irregularity in processing or servicing the loan. *** ***** agreed to all terms in the loan agreement as evidenced by her signature on the loan agreement.
  • Initial Complaint

    Date:09/19/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took a loan out in Jan 2023 for 1800.00. HUGE MISTAKE. I fell a little behind after I injured my ankle last September. but the way the balance on this account has climbed is ridiculous!! Looking at this moment it states I owe $4895.13. I have been making payments the 15th and 30th of each month and the balance goes up and up. I have well paid over the 1800.00. My most recent payment was the 15th of September. They are charging me TRIPLE AND MORE the amount of this loan! When I add up all my payments TO DATE I HAVE PAID $6706.67. I am about to file a complaint with the Attorney General as well. They have made it impossible to get out of this without setting me up for failure. I have asked if there is any way to stop the interest and fees and I am ignored. As far as I am concerned this is and Has been paid off for a long time.

    Business Response

    Date: 10/02/2024

    We are writing in response to the complaint filed by ******* ************ Complaint ID ********* regarding their line of credit account with us. At the time of loan origination on January 20, 2023, we fully disclosed all terms of the loan, including the interest rate, annual percentage rate (APR), any applicable fees, and payment schedule. Our records indicate that the customer acknowledged and accepted the loan terms at that time.

    Since the origination of the loan, the customer has made several additional draws on the line of credit. We have credited all payments received to the customer’s account and have conducted a thorough review of the loan history. Our findings confirm that all loan terms were accurately disclosed and adhered to, with no errors in billing or payment processing. We also encourage customers to consider making payments above the minimum amount due. By doing so, they can significantly reduce the overall interest paid over the life of the loan.

    We take customer concerns seriously and are committed to transparency in our lending practices. Should the customer have further questions or require clarification regarding the account, we encourage them to reach out to us directly.


    Business Response

    Date: 11/04/2024

    Duplicate complaint. Already responded 10/2/24. After a thorough investigation into our records, we have found no billing or transactional errors.

    Customer Answer

    Date: 11/04/2024


    Complaint: ********

    I am rejecting this response because:
    They state this is a duplicate which it is NOT.   It is an ongoing issue that they don’t want to address.  They don’t want to acknowledge what they are doing is WRONG, that they are harassing me, taking advantage financially, and also sending me mail enticing me to take out additional draws.   

    principal has been paid back in full already.   Now they are just purely getting interest.  They can do a billing adjustment and call this done.   


    Sincerely,

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

  • Initial Complaint

    Date:09/06/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Net Pay has been harassing my husband's line stating they are looking for me that I owe money on a line of credit I took out 6/4/24 which is totally inaccurate. Now, they are harassing me on my phone line and sent me this email wanting me to give them more information. They are a complete fraud and need to stop contacting us.

    Business Response

    Date: 10/02/2024

    We are writing in response to Complaint ID ********. After a thorough review of our records, we found that on June 4, 2024, a credit line was opened in *** ******* name in the amount of $1,000. The loan proceeds were successfully deposited into the financial institution provided as part of her application, specifically: Bank Account ending in ***** We have confirmed that *** ***** is the named account holder of the financial account where the loan proceeds were deposited. *** ***** provided the telephone number and authorized us to contact her at that number.

    We are committed to resolving this matter as expeditiously as possible. We encourage *** ***** to discuss with her financial institution authorization to promptly return the loan proceeds. In the interim, our fraud prevention team will be contacting *** ***** directly to aid in resolving this issue and to clarify any further misunderstandings.

    Business Response

    Date: 10/03/2024

    We are interested in resolving this matter and kindly ask the consumer to collaborate with our team while we work to investigate the consumer's fraud claim.

    Customer Answer

    Date: 10/03/2024


    Complaint: ********

    I am rejecting this response because this is a scam and they are harassing me. I have checked with my financial institutions and there was never a loan!

    Sincerely,

    **** *****
  • Initial Complaint

    Date:08/20/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged twice for my loan

    Business Response

    Date: 08/21/2024

    The claim has been investigated, and the customer has verified no double charge occurred.

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