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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I opened a loan with the company, and I am trying to get of this this predatory lending. I pay over $300 a month for a loan that is not being paid down. I am experiencing a finance hardship and requested a settlement offer to close out the loan. The company stated my account does not qualify for a settlement offer.
Business response
10/03/2024
****** ********
RE: Better Business Bureau Complaint-22313912
Balance Credit is in receipt of the consumers complaint.Balance Credit is an authorized servicer for CC Connect, a division of ********************** (******). ****** is a Utah state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with ****** ******** regarding this matter. A member of the Resolution Team will call ****** ******** within five (5) business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditInitial Complaint
09/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We have an account we pay on regularly. A payment was processed for the full pay off when not authorized while I am being hospitalized. I am have asked the to revoke the payment and put me back on my regular payment. They are refusing and still trying to process the payment. We are not trying to not pay we pay religiously weekly. We just can't afford a pay off pay payment that was not authorized. Currently we are disputing with our bank because Balance refusing to do the right thing and respond.Business response
09/12/2024
Balance Credit is in receipt of the consumers complaint. Balance Credit is an authorized servicer of ********************** (CCBank). CCBank is a Utah state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with ************************ regarding this matter. A member of the Resolution Team will call ************************ within five (5) business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditInitial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Incorrect information sent to the credit bureau, transaction date was November 2023.Business response
09/12/2024
Balance Credit is in receipt of the consumers complaint. Balance Credit is an authorized servicer for CC Connect, a division of ********************** (CCBank). CCBank is a Utah state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with *******************; regarding this matter. A member of the Resolution Team will call *******************; within five (5) business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditInitial Complaint
07/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I set up a payment plan with the company (which I just confirmed with the lady on the phone her name is ***) that the payment plan was set up. I was told that my final payment would be in September 2024 and the payment plan was for $300 a month (which has been taken out of my account on time each month) and now I'm getting emails from them saying I have over $1500 balance that I must pay in full. That is in addition to the amounts I have already been paying. Which I was never told about prior. I was told that the amount taken each month would satisfy the account and the account would be done paid in September 2024. Now they are saying I owe an additional $1500+.. I also talked to a supervisor by the name of ******* who stated the same thing, since they keep records of all phone conversations and emails they should have the proof that I was not told that I owed an additional $1500. Plus if payment plans are for 10 months mine was only set up for 7 months so why was this additional $1500 not included in that payment plan?Business response
07/30/2024
Dear ***********************,
Balance Credit is in receipt of your complaint. Balance Credit is an authorized servicer for CC Connect, a ******** of ********************** (CCBank).CCBank is a Utah state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with you regarding this matter. A member of the Resolution Team will call you within five (5) business days from the date of this letter. We trust this information is responsive to your request.
Sincerely,
Balance CreditInitial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I took a loan out for 1100 in November I missed my December payment but got caught up. We refinance our home in May and the finance company called on May 21 to get a settlement amount and wrote the check out for 1364. The check was sent out May 25 and Balance credit took forever to post it. But now they are saying there was no settlement agreement and no record of the call. My finance company would not write a check unless there was a agreement. I do not think I should owe anymore money and they are saying I owe anything and it should be settledBusiness response
07/02/2024
Dear *********************************,
SunUp Financial, LLC, d/b/a BalanceCredit.com (Balance Credit), is in receipt of your complaint against Balance Credit filed with the Better Business Bureau. We take consumer complaints seriously and appreciate the opportunity to address your concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue to resolve BBB concerns.
We would like to continue to work with you regarding this matter. A member of the Resolution Team will call you within five (5) business days from the date of this letter.You may also contact our Resolution Team via email at ****************************.
We trust this information is responsive to your request.
Sincerely,
Balance CreditCustomer response
07/02/2024
Complaint: 21883626
I am rejecting this response because:
Sincerely,
*********************************Customer response
07/11/2024
I am rejecting it because balance credit agreed to a settlement and mysteriously they have no record. My mortgage company would not have wrote a check randomly with a agreementBusiness response
07/18/2024
Balance Credit has previously responded to the BBB regarding this issue. As stated in our initial response to the consumers BBB Complaint filed on 6/21/2024, Complaint ID ********, due to the nature of the instant complaint, Balance Credit is prohibited from disclosing confidential consumer information to third parties without a specific, written authorization.
Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns, and we have already communicated with the consumer directly regarding this issue and reached a resolution. There are no new claims raised in the consumers instant BBB filing.
If the consumer would like to further discuss her concerns, we encourage her to contact us directly at ************** or by sending an email to *************************.
Sincerely,
Balance CreditInitial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Applied for an online loan with balance credit June 3 2024 got approved for $1900 they never sent the money to my bank starting June 24 2024 my repayments are $191.44 I have yet to receive my loanInitial Complaint
05/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I called the main customer service number to inquire about hardship/ payment deferral programs that *** be available. The customer service rep seemed clueless as that what I was asking and would not transfer me to someone that was more knowledgeable like a Manager or the corporate office. I am experiencing some temporary financial setbacks and need to know what options I have available since my account is paat dueBusiness response
05/16/2024
Balance Credit is in receipt of the consumers complaint. Balance Credit is an authorized servicer for CC Connect, a ******** of ********************** (CCBank). CCBank is a Utah state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with ******************** regarding this matter. A member of the Resolution Team will call ******************** within five (5) business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditInitial Complaint
03/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This company is on my credit report and I have no idea why. I have filed disputes and it has been removed from one bureau, but it still remains on Equifax. I havent been provided any information or supporting documents showing anything that supposedly was signed by me, etc. I would like to know what bank account this payday loan was deposited and account owners name. How can this get resolved? I want it off my credit report!Business response
04/15/2024
Dear *****************************,
We are in receipt of your complaint against Balance Credit filed with the Better Business Bureau. We take all complaints seriously and have investigated this matter.
SunUp Financial, LLC, d/b/a BalanceCredit.com ****************, does not have a record of an application or account with your name or information. Currently, none of the products SunUp Financial, LLC, d/b/a BalanceCredit.com **************** services report to Equifax or Experian.
Should you have any additional questions or concerns, please contact our Resolution Team via email at ****************************.
Sincerely,
Balance CreditCustomer response
04/15/2024
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.Will the BBB send this information to the credit bureaus to have this removed?
Sincerely,
*****************************Initial Complaint
03/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have a loan with balance credit for $2100. They are charging an outrageous and illegal interest rate and even though Ive paid $4056 from origination 1/29/23, they say I owe $2605 which would mean I have paid any principal. This is impossible. I expect this debt should be adjusted to reflect paid.Business response
03/29/2024
Balance Credit is in receipt of the consumers complaint. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with **************** regarding this matter. A member of the Resolution Team will call **************** within five (5)business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditCustomer response
04/02/2024
Complaint: 21458241
I am rejecting this response because: Ive not received a call so called them. Could not get anyone on line to help. They emailed me an unhelpful offer to over $1900 to settle now. They clearly are not hearing me.
Sincerely,
***************************Business response
04/11/2024
Dear ***************************,
We are in receipt of your recent consumer complaint against Balance Credit filed with the Better Business Bureau on 4/3/2024. Our records reflect that you rejected our response filed with the Better Business Bureaus on 3/29/2024,Complaint ID *******. Your new BBB filing does not contain any new claims that have not been previously addressed by us.
Our records reflect that you applied for and received a personal installment loan from CC Connect, a ******** of ********************** and that you received funds in the amount of $2,100.00 on or around 1/20/2023. Please be advised that ********************** (CCBank) is a **** state-chartered bank with the ************************************* (FDIC)as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the *************. SunUp Financial,LLC, d/b/a BalanceCredit.com (Balance Credit) is an authorized servicer for CCBanks CC Connect Loans.
Our investigation shows that on 12/22/2023 you canceled your auto payments, and the account became significantly past due. As a result, the account was transferred to B Credit Solutions, LLC on 3/16/2024.
A settlement offer was emailed to you on 4/2/2024. As of the date of this email, your loan has an outstanding balance of $2,605.44. At this point, the lowest offer we can make to settle your account is $1,954.08. If this payment is successful, your loan will be closed in our system and no further balance will be due. If this payment or a previous payment returns, collection activity will resume on the account.
If you need to make a payment arrangement for the settlement offer, please contact us directly at ************** to resolve this matter over the phone and ask for *****.
We trust this information is responsive to your request.
Sincerely,
Balance CreditCustomer response
04/11/2024
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
01/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I took out a loan from Balance Credit in the spring of 2023. In August of 2023, I called for a pay off. I paid by phone and considered this loan paid in full. Four months later, in January, ****, this company contacted me telling me I owe them another ******. The interest rate they charge is illegal in my state. They have been relentlessly e mailing me and will not send documentation of this additional amount they say I owe. I want this account closed and marked paid in full. I also want them to stop e mailing. They are a very unethical predatory lender with an unlawful interest rate and a horrible reputation.Business response
02/07/2024
Dear *******************,
Balance Credit is in receipt of the consumers complaint. Balance Credit is an authorized servicer for CC Connect, a ******** of ********************** (CCBank). CCBank is a **** state-chartered bank with the **** as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns.
Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Balance Credit from disclosing confidential consumer information to third parties without a specific, written authorization. Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns.
We would like to continue to work with **************** regarding this matter. A member of the Resolution Team will call **************** within five (5) business days from the date of this letter if she has not already received a call. We trust this information is responsive to your request.
Sincerely,
Balance CreditCustomer response
04/01/2024
Complaint: 21195881
I am rejecting this response because: I respectfully request that this complaint be reopened due to the fact that I am rejecting the response by the business issued on February 7, 2024. The response from this business does not satisfy the issues reflected in my complaint and the statement is inaccurate.
Issues of Complaint are as follows:
I took out a loan from Balance Credit in the amount of $***** on June 7, 2023. I made a payment of $412.00 according to the payment amount on June 30th. On August 11, I called to pay off the loan. I paid $******** and considered the loan to be paid in full. From June 7th to August 11th, I paid ******** on a ******** loan. I have attached copies of bank statements to verify these payments. This amount alone is well over the allowable interest rate according to the usury laws of the state of Washington. At no time during this conversation was I told that I was paying ahead on a loan. I heard nothing from this company about any late payments still owed until January, 2024. At this time they stated that I still owed ****** on this loan. This would mean that they charged me over ****** on a ***** that I only had over a period of two months. Upon the receipt of this notice, I responded by e mail telling them that I had already met my obligation to them. I also communicated that this was
unethical and would fall under the category of a predatory loan. According to the response from the business, they tried to contact me multiple times and I neglected to respond. This is not true. Upon
receipt of the e mail stating I still owed them payment, I responded immediately and have responded to every e mail from them since. I have attached 2 of those e mail responses. There are more but I understand that space is limited. Over the course of this time, Balance Credit has added an additional ****** to the amount I owe and have also reported my account as 60 days past due on my credit report. They are now claiming I owe them ******. To be clear, this would mean that they would have charged me ******** on a ******** loan. Unethical to say the least. This company has targeted consumers with less than perfect credit only to take advantage of consumers like myself. To settle this matter, I am requesting that this account be marked paid in full considering the fact that I have paid well over the amount borrowed plus a more than reasonable amount of interest. Also, in consideration of this, the facts stated in this e mail, and supporting documentation, I am requesting that the derogatory information be removed from my credit report. Thank you for your time and consideration.
Sincerely,
******************;Business response
04/05/2024
Balance Credit has previously responded to the BBB regarding this issue. As stated in our initial responses to the consumers BBB Complaint filed on 1/26/2024, Complaint ID ********, and our response to this complaint filed on 3/5/2024 and 3/27/2024, Complaint ID ********, due to the nature of the instant complaint, Balance Credit is prohibited from disclosing confidential consumer information to third parties without a specific, written authorization.
Notwithstanding the foregoing, please note that it is Balance Credits customary practice to reach out to the consumer at issue to resolve BBB concerns, and we have already communicated with the consumer directly regarding this issue.
Please be advised we attempted to contact the consumer on multiple occasions to further discuss her concerns; however, she has not responded to any of our communications. If the consumer would like to further discuss her concerns, we encourage her to contact us directly at ************** to resolve this matter over the phone.
Sincerely,
Balance Credit
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