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Complaint Details
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Initial Complaint
09/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Scratch Financial received a request to close a line of credit for a bill that is paid in full. The account is still open and the balance should be $-95.00. Animal ****************** *************** was over-paid (never sent a refund for the overpayment nor adjustment for services not performed) and to date the manager has not returned my call regarding this issue.Initial Complaint
08/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Visited Online portal for ScratchPay Account and saw payment due 29th so I wanted to setup a post dated payment for 1/28/24. The site gave amount due and payment options to add and had a continue button. I clicked continue thinking it would goto EFTA disclosure screen to confirm amount/date but it processed right away. This is violation of debt collection acts and **** regulations as is applicable to consumers.Business response
09/06/2024
After reviewing the borrowers inquiry, it appears that they (the borrower) may have missed the hyperlinked Electronic Funds Agreement (EFT) within the one-time payments page in the client portal. Scratch can confirm that the company is ****-compliant and provides the necessary agreement for one-time payments, as well as associated payment confirmation emails. If the borrower wishes to further review the hyperlinked EFT agreement, or has any other questions or concerns about the payments process in general, Scratch is glad to assist in any way that we are able to - please feel free to contact us directly at ************ or ***********************************Initial Complaint
05/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with SCRATCH . I do not have a contract with SCRATCH, and they did not provide me with the original contract as i requested.Business response
06/04/2024
Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to. This includes providing the documentation associated with the loans origination.Initial Complaint
05/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not reliable for SCRATCH FINANCIAL *** I do not have a contract with the collection agency. They did not provide me with the original contract as requested and I did not sign any documents. I demand a correction to my credit report.Business response
05/15/2024
Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, through that investigation, Scratch noted that the phone number associated with the application containing this individuals information is the same phone number that the individual submitting this dispute has indicated belongs to them via the dispute submission process. Scratch applicants receive a verification *** to the phone number that they provide on their application. The applicant then confirms the *** verification code. This is the first step of the application process. With that in mind, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to. This includes providing the documentation associated with the loans origination.Initial Complaint
04/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The business accessed my credit report. I don't know why. I've NEVER had any business with them, NEVER applied for anything, NEVER even heard of these people until I saw the company name on an inquiry (soft, but still without permissible purpose) on my credit file.I want the business to let me know, IN WRITING, why they accessed my credit information.I want the business to refrain from future unauthorized access.I want the business to notify the credit reporting agencies that its access to my information was without permissible purpose.Business response
04/08/2024
Scratch Financial takes all reports of potential identity fraud seriously - an internal investigation is immediately initiated in attempt to corroborate the clients fraud claim. In this case, through that investigation, Scratch noted that the phone number associated with the application containing this individuals information is the same phone number that the individual submitting this dispute has indicated belongs to them via the dispute submission process. Scratch applicants receive a verification *** to the phone number they provide on their application. The applicant then confirms the *** verification code. This is the first step of the application process. With that in mind, the internal investigation was not able to corroborate the individuals claims. Due to the results of the internal investigation, if the client persists with non-association claims, their next step would be to file a police report referencing the Scratch application in the incident description, and then provide that final, active police report to Scratch. At that time, Scratch would provide the police department with all of the information that we have available to assist with their investigation, and would be able to move forward with potential next steps with the individual submitting this dispute. If there are any further questions or concerns, Scratch can be contacted directly at ************ or ************************************ we are glad to assist in any way that we are able to.Initial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I opened an account in August of 2023. I paid off the entire balance in November 2023. I received an e-mail stating balance was paid in full. Balance of $1 is still being reported to TransUnion as of today and account is now showing open when it was previously reported as closed with 0 balance. I would like the account updated to a 0 balance and closed and preferably removed completely.Business response
02/07/2024
The clients request for a goodwill removal of the loan from their credit report is approved. Scratch submitted an expedited update to the credit bureaus with the goodwill removal request on 02/07/2024. *********** typically update their records within 48 hours of receiving these expedited requests. If the client is viewing their credit report on a third-party website, there may be delays or inconsistencies with the information that is on file directly with the bureau. With that being said, if the client contacts the credit bureau directly, they will be able to corroborate the submission of the goodwill removal request on 02/07/2024, as well as the prior reporting status of closed with zero balance. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or ***********************************Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I got a loan out with Scratch Pay and it was such a pain. I had 6 months, no interest. They do not allow payments outside of autopay. So I had to cancel autopay in order to pay off my loan faster. Then, I paid it in full, called and confirmed with them. The next thing I know, I get a bill for over $200 due to interest. What? I paid it off before I began accruing interest. I called them again and they told me it was their mistake and I didnt have to pay that. Now I see I still have an open account with the $217 balance on my credit report. At first I thought they seemed super unorganized. Now, Im questioning their business ethics. I hope they see this so I can finally end this headache! I worked my tail off to get this loan paid. It is disheartening that they dont seem to respect this.Business response
01/29/2024
The plan that the client selected is a 12-month payment plan with a six-month, zero interest prepayment offer which clients are able to take advantage of if they pay off the original principal balance on or before the promotional end date. This is made clear when clients select that payment plan option, in post-origination loan documentation, as well as on the Scratch website. The default autopay amount for the 12-month plan with the zero interest prepayment offer is 12 months - which is also made clear during the process of enabling autopay. At the time that the clients loan originated in 2022, it was emphasized that in order to redeem the waived interest offer, the client must contact the Scratch Support Team directly. In this case, the client did not do so at the time of qualifying - however, the promotion was approved retroactively when the client eventually did contact the Scratch Support Team.
Furthermore, Scratch can confirm that this loan has been reported as paid off with a zero balance and closed for multiple months with the credit reporting bureaus. It is likely that the client is viewing their credit report on a third-party site, which can often have significant delays in updates to the credit bureaus reflecting on the third party platform. Scratch recommends that the client contact the credit bureaus directly, as they will be able to confirm that the loan has indeed been reported as paid off and closed appropriately. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or **********************************.
Customer response
02/07/2024
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,
***********************Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have two open, current scratchpay plans. My senior cat is sick and needed an ER vet visit. I applied for scratchpay. I was denied. It said to email or call customer service for the reason. I emailed and called. I was told I was denied because my information cannot be verified. When I questioned this on the phone, agent said all the information I provided matches what she has and what is on my previous loans. I have not moved. Nothing has changed on my credit file since the last scratchpay loans. She told me to call Equifax. I called and they directed me back to the provider. They said they cannot help. Scratchpay advised they have no manual process and that everything is computer generated. They could not provide me any further details as to why the denial says my information does not match. They could not provide me any solution. They said no one there would be able to help me since the computer does the approvals or denials. I find this hard to believe that Scratchpay fully relies on a computer and no one can tell me any more information or no human can review my file manually. I would like to know what information is causing my denials when nothing has changed.Business response
01/16/2024
Our records indicate that the customer applied for a new loan on 11/22/2023. This application was denied for various factors in their credit history, which are indicated on the Adverse Action Notice that was provided to the customer. Furthermore, their credit score did not meet minimum thresholds at the time of the new application. The customer then applied numerous times after this initial denial. In these subsequent cases, the denial reason was that the customer had a recently declined application in their account history. If the customer has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or ***********************************Initial Complaint
08/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
There is no other way to say this. I paid back the loan in full, before the allotted time; and they are trying to charge me again. I log into my account and it states that I owe $0.00; never the less, I am being bombarded with messages, emails and even letters to my home. Even if I did owe money I have no idea how to pay it as once again it shows I owe $0.00. I am upset and feel deeply harassed, this is unacceptable. Hopefully you can understand how this is a major inconvenience as this matter affects your credit history. Once again I paid back the loan in full, your help is much appreciated.Business response
08/31/2023
Due to the specific promotional plan type that the client selected, after paying off the designated promotional amount, the client was to call in to the Scratch Support Team to redeem the offer and have the account closed and interest waived. As Scratch did not receive that call at the time of the final payment, the account was not closed, and the interest amount continued to accrue (along with the associated payment reminders being sent). Due to the confusion, Scratch is happy to close the account manually, which will cause all payment reminders to cease. Scratch will also submit an expedited request to the credit bureaus to mark the loan as paid in full with no negative marks on the accounts. If the client has any additional questions or concerns, we are glad to assist in any way that we are able to - the client can contact us directly at ************ or **********************************Initial Complaint
08/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable for this debt with Scratchpay. I do not have a contract with ************************, they did not provide me with the original contract once requested.Business response
09/02/2023
After reviewing the client's case, Scratch Financial confirms that due to the miscommunication - despite a balance still remaining on the account - we will initiate the transfer from the third party collector back to Scratch and waive the remaining balance. Through the completion of that process, the loan will also automatically be removed from the clients credit report. We apologize for any confusion, and if the client has any additional questions or concerns, we are happy to assist in any way that we are able to - the client can contact Scratch directly at ************ or **********************************
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Customer Complaints Summary
37 total complaints in the last 3 years.
9 complaints closed in the last 12 months.