ComplaintsforAvant, LLC

• Initial Complaint

  11/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I dont know how this loan got taken in my name. The money just started coming out of my checking account from **********************. I knew nothing about it. Showed no id or anything

  

  Business response

  11/11/2024

  Dear ***** *********,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that an application with your information was initiated for a WebBank-issued Avant Installment Loan via the Credit Karma Platform on August 29, 2024. WebBank is the credit issuer for the Avant platform, where Avant operates as the program administrator and servicer.

  Avant has received your complaint, in which you stated that you do not know how this loan was taken in your name. You mentioned that money just started coming out of your checking account to **********************. You are requesting that a billing adjustment take place.

  Please be advised that we take our commitment to preventing identity theft and fraud very seriously. Upon receiving your complaint filed with the Better Business Bureau, an Identity Theft Claim was added to your account and escalated to the fraud team for further review. 

  We were able to locate an account in your name with Customer ID #*********. It is important to note that the application in question was approved, and a loan was issued. WebBank and Avant may have initiated a hard inquiry into your credit profile. Hard inquiries can affect your credit score and are visible to third parties viewing your credit report.

  On November 11, 2024, our investigation into this account concluded that there is not sufficient evidence to support that this application was submitted falsely, and we are unable to remove the inquiry and tradeline at this time. Without additional supporting evidence, this case will remain closed. In order to re-open the case, the following will need to be completed:

  1. Print and complete the attached Identity Theft Victims Complaint and Affidavit (Affidavit). The Affidavit should explicitly mention Avant. The Affidavit (item 22 on page H-6) should be witnessed by a Notary Public. In addition to the completed Affidavit, we request that you also file a Law Enforcement Report, described in item 20 on page H-5 of the Affidavit, or an IC3 referral form. The law enforcement Report or IC3 referral form should explicitly reference Avant. Filing a false Law Enforcement Report may result in criminal prosecution with penalties up to a felony conviction.

  2. Please deliver the Affidavit and the Law Enforcement Report or IC3 referral form as well as any other supporting evidence of identity theft you may have, to Avant via email to ********************************* fax to ************ or mail to the following address:
  
  Avant, LLC
  ATTN: Fraud Department
  ***************************************
  *****************

  Upon receipt of documents in good standing, as outlined above, Avant will begin the process of notifying the appropriate credit bureau(s) to remove the credit inquiry and associated credit history from your credit report. Without the completed and notarized Affidavit and Law Enforcement Report/IC3 referral form filed in connection with the identity theft claim, Avant does not have sufficient evidence to support a claim of identity theft and will not be able to remove the inquiry and tradeline.

  The IC3 referral form stands for ******************************** This is a governmental online service administered by the *** that allows an individual who believes they are a victim of identity theft to file an online complaint. As internet crime complaints are reported online, the data is compiled. The complaints are researched by trained analysts, and the information is dispersed to the appropriate local, state, or federal regulatory agencies. The IC3 referral form can be filed and used in place of the Law Enforcement Report. The IC3 referral form can be found at *******************************.

  Please contact us at ************** and reference the Customer ID above with any additional questions or concerns.

  As our investigation did not discover sufficient evidence to support the identity theft claim and as no sufficient supporting evidence has been submitted, collection efforts may continue.

  Additional information regarding identity theft may be found at the ************************ website: ******************. Fraud alerts can help prevent further cases of identity theft. If you have not already done so, you may request the nationwide consumer reporting companies to place a fraud alert on your credit report. They may be contacted at:

  Equifax: **************; **********************
  Experian: **************; ***********************
  TransUnion: **************; *************************

  In addressing your concern regarding funds being taken out of your account by **********************. The terms of our installment loans were clearly and fully disclosed on the company website, during the application process, and in the loan agreement. As outlined in the loan agreement, which was signed on August 29, 2024, 35 monthly payments of $202.25 must be made, with the first payment due on Tuesday, October 01, 2024, and each subsequent payment due on the same day of each month thereafter, and a final payment of $202.46 plus any unpaid fees, charges, and interest due on Wednesday, September 01, 2027. 

  Be advised that upon selecting the *** repayment option on the loan agreement, authorization was given to initiate electronic debits to the checking account submitted during the application process for the monthly loan payments. For your convenience, we have attached a copy of the loan agreement for your review.

  Accordingly, on October 1, 2024, and November 1, 2024, a monthly installment payment of $202.25 was processed for each respective month. Please be aware that prior to these payments being processed, payment reminders were sent to the email address on file, *********************** the same email address listed in your BBB Complaint, which would have informed you that these payments would be scheduled and later deducted from your bank account.

  Please note that due to the outcome of your fraud case, we will be unable to honor your request to make any billing adjustments.

  If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  
  Enclosures
  

  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Avant Customer Support,I am extremely disappointed and frustrated with my recent experience with Avant. For over three weeks, Ive been trying to get a straightforward answer regarding a $73 balance on my account, yet every interaction with ***resentatives has left me in a continuous loop, with no resolution in sight.Each ***resentative I speak to seems to have a scripted response, ***eatedly offering the same unhelpful suggestionpay the balancewithout any attempt to review my account details or provide a clear explanation of why this balance exists. I am asking for specific information: I paid of the loan(so I thought). In fact I made two payments in one day, my last payments was assessed no interest or fees and my balance reflected $0. I received a bill that I owed approximately $74. I called to ask what was my account balance when I attempted to pay off the loan, and how much interest was assessed on that balance? This is not a complicated request, yet no one seems capable of answering it. I have spoken to 3 ***s and nothing, no one can answer. I dont need another generic statement copy, as that only reaffirms my own explanation. Instead, I need someone who can address my questions directly and clarify why this balance is owed. To make matters worse, after spending nearly 40 minutes on the phone and requesting to speak to a supervisor, I was placed on hold and then informed that no supervisor was available for the moment. When told *** I would hold, the ***resentative returned to the call, remained silent for two minutes, and then disconnected me. This level of service is unacceptable.This feels like predatory behavior and I am at a lost of words that ***s ***** explain balances. How do you get charged interest without a principal balance?

  

  Business response

  11/12/2024

  Dear  ******* Peart *****, 
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#********
  We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  On December 13, 2023, you were approved for a WebBank-issued Avant installment loan via the Avant Platform. WebBank is the credit issuer for the Avant platform, a closed-end installment loan program, where Avant operates as the administrator and servicer of the program.
  
  In your BBB complaint, you stated that you are extremely disappointed with your experience with Avant. For over three weeks, you have been trying to get answers regarding a $73.00 balance on your account. Each time you contacted Avant customer support, the issue remained unresolved. You encountered agents who only provided scripted responses and insisted on immediate payment without reviewing the account details. Initially, you made two payments that should have made your balance $0.00. However, you later received a bill stating a balance of $74.00. When you reached out to inquire about the interest assessed on this balance, you spoke with multiple agents but received only generic responses. After spending nearly forty minutes on the phone, you requested to speak with a supervisor, but the agent informed you that no supervisors were available. Despite your willingness to hold, the call was disconnected after a prolonged silence. Frustrated with the poor customer service, you are seeking a clear explanation for the interest charges on your account despite having no principal balance. You also requested a billing adjustment.
  
  Upon receipt of your Better Business Bureau complaint, your account was escalated to the appropriate department for further review. A 36-month loan was selected, with an Annual Percentage Rate ("APR") of *****%. Under the terms of this agreement, you agreed to make 35 monthly payments of $266.05, with the first payment due on Monday, January 15, 2024, and each subsequent payment due on the same day of each month thereafter, with a final payment of $266.12 plus any unpaid fees, charges, and interest due on Tuesday, December 15, 2026. The Loan Agreement also outlined that the total amount you will pay after all scheduled payments are received is $9577.87.
  
  Our Records indicate that on July 6, 2024, you scheduled two Ach Payments, one for $1000.00 and one for $303.94.Two separate confirmation emails were sent to the email address ******************* confirming that based on your dashboard activity on July 06, 2024, you authorized Avant to initiate the above-mentioned payments.
  
  On October 18, 2024, you reached out to Avant customer support twice to express your concerns about the remaining balance on your loan. They informed you that you still owed $75.88 because your account had not been fully paid off. The representatives explained that they could only provide you with the current balance. You were assured that your account had been escalated for further review.
  
  On October 29, 2024, you reached out to customer support because you had not yet received a response regarding the escalation of your account. The agent informed you that a quoted payoff should have been scheduled to settle your account. You requested to speak with a supervisor or someone who could provide a clearer explanation of the remaining balance; however, a supervisor was unavailable at that time.
  
  By scheduling an official payoff, interest accrual for your loan will be frozen for a period of 10 days. If no payoff is scheduled, the quote will be invalidated, and interest accrual will continue. As a reminder, the interest on your loan is calculated using the daily simple interest method at a rate of **********% per day. This means that interest accrues daily on your loan in an amount calculated by multiplying your outstanding principal balance by your daily rate. Your payments are applied first to outstanding fees, if any, then interest, and then principal. Any payment deferrals may result in additional interest accrued.
  
  We have thoroughly reviewed all relevant communications regarding your account and can confirm that it was handled in accordance with company policy. Our investigation additionally verified that your installment balance was $1,375.64 on July 6, 2024. We recorded two payments totaling $1,303.94 on July 8, 2024, with a balance of $72.68. As of November 1, 2024, your loan balance was $75.88. We then received an ACH payment of $75.88, and your loan is now fully paid off. Our investigation concludes that the interest charges were assessed in accordance with your Loan Agreement. As a result, we will not be able to do a billing adjustment as requested in your complaint. As previously mentioned, your loan balance is now paid off, as we have received your final payment of $75.88.
  
  Our investigation concludes that the interest charges were correctly assessed in accordance with your loan agreement.
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  
  Sincerely,
  
  Avant *********************
  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Applied for $10,000 loan by text msg advertised @ 4% for 72 months. Was then asked to authorize a withdrawal from my checking account for up to $1,000 to get this loan. I disconnected the text/call. This was NOT indicated as an origination fee.

  

  Business response

  11/11/2024

  Dear  ******* *****,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#.********
  We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  In your BBB complaint, you stated that you applied for a $10,000 loan via text message. The loan was advertised at a 4% interest rate for seventy-two months. You were advised to authorize a withdrawal of up to $1,000 from your checking account. However, you ended the call and text conversation because this amount was not clearly identified as an origination fee. You request to be contacted by Avant regarding this matter.
  
  Thank you for contacting Avant and bringing this to our attention. We were unable to locate an account with the information provided. Please be advised that the individuals referenced in your Better Business Bureau complaint are not affiliated with Avant, LLC.
  
  You can find more information regarding phishing schemes by visiting the ***'s website, *****************. See more information on how to avoid scams here: ***************************************************.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  
  Sincerely,
  
  Avant *********************
  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an Avant- credit card back on July 7th. I never received the credit card. I have called and complained multiple times. They offer to send a new card and then again I dont receive it. I have been through this 3 times.

  

  Business response

  11/06/2024

  Dear ***** *********,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on July 9, 2024, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, in which you stated that you applied for an Avant Credit Card on July 7, 2024. However, you never received it, and you called complaining about this multiple times.

  According to our records, your initial card was mailed on July 10, 2024, to the following address: *********************************. Between August 12, 2024, and October 22, 2024, you contacted us concerning the non-receipt of your AvantCard. It is important to note that whenever we were informed of the issue, we took the necessary steps to escalate the matter concerning your account, and replacements were dispatched accordingly. We can confirm that replacement cards were sent on August 18, 2024, September 11, 2024, and October 4, 2024, to the above-mentioned address.

  When you contacted support on October 29, 2024, you informed them once more that you did not receive your card and opted to have your address updated. You were then advised that documentation had to be submitted prior to having this request completed and your card reissued. Subsequently, we received the required documentation, and your mailing address on file was updated. A request for a replacement card was submitted, and a new card was issued on November 5, 2024. Please note that it may take ***** business days to be received due to mailing timeframes. If you have not received the card after November 26, 2024, please contact us directly.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer response

  11/07/2024

   
  Complaint: 22480136
  
  I am rejecting this response because: i still have not received the card. I will accept the response once my new card is received in the mail. 
  
  Sincerely,
  
  ***** *********

  

  Business response

  11/12/2024

  Dear ***** *********,
  
  We are in receipt of your rebuttal with the Better Business Bureau Complaint ID #********. 
  
  You rejected our response because you still have not received the card. You further stated that you would accept the response once your new card is received in the mail.

  As previously advised your request for a replacement card was submitted, and a new card was issued. Please note that it may take ***** business days to be received due to mailing timeframes. If you have not received the card after November 26, 2024, please contact us directly.

  If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worse experience ever. I submitted an application and they took all my personal information after took my bank account for auto pay the system stop working giving me a blank page. I logged off and logged in again and no the dashboard said loan application please set a password I already had a password but clicked continue just to move forward and the page all does is refresh to the same screen. I called ******** service they are base offshore and the service is the worse. They told me the system will do updates and then i can finish my application. I have never talked to a customer service that they did not know what to do a lie. I cancelled my application with them however my credit score now is hit because of an application that i never finish and my information including my bank account is expose by them. I need my information delete and i need this credit inquiry removed from my credit report.

  

  Business response

  11/08/2024

  Dear  Karyss *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID#********
  We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.
  
  On October 26, 2024, you applied for a WebBank-issued Avant installment loan via the Shogun Platform. WebBank is the credit issuer for the Avant platform, a closed-end installment loan program, where Avant operates as the administrator and servicer of the program.
  
  In your BBB complaint, you stated that you had an unsatisfactory experience with customer service. You submitted an application that included all your personal information, including bank account details. After updating your bank account, you began to encounter errors. Despite multiple attempts to access your dashboard, you repeatedly faced the same issue. 
  Seeking further assistance, you contacted Avant customer support, which you believed operated offshore. An agent informed you that the system was undergoing updates and assured you that you would be able to finalize your application once the process was complete. However, you felt the agent was unhelpful and misleading.  decided to cancel your application, but this decision adversely affected your credit score. You are now requesting that your information be deleted and that the inquiry be removed from your credit report.
  
  Upon receipt of your BBB complaint, your account was escalated to the appropriate department for further review. According to our records, when you contacted Avant customer support, you voiced your concerns about not being able to complete your application. You informed them that this was not your device and that you did all the troubleshooting required. The agent advised you that they were taking note of your issues and would escalate this matter to Avants Engineering Team. Once resolved, they will follow up by phone. You told the agent that you did not feel comfortable because you had provided all your personal information and that you thought it was a scam. Per your request, you were then transferred to a supervisor so that they could further assist you. You informed the supervisor that all of your concerns were not appropriately addressed. The supervisor informed you that the system update was being addressed and that the matter would be escalated to the engineering department. You then requested to cancel your application and request that your information be deleted. The supervisor assured you that your application was canceled and provided you with the email address to request that your information be removed.
  
  Both WebBank and Avant adamantly deny the use of any deceptive or misleading practices. Please be assured that we are indeed a legitimate business. Headquartered in *******, we have been in operation since January 2013 and have issued over ******* loans. We are Better Business Bureau ("BBB") accredited, meaning that the BBB has determined that our business meets its accreditation standards, which include a commitment to make a good faith effort to resolve consumer complaints. You can find additional information about Avant on our website(****************************) or via one of the several news outlets where we have been featured.
  
  We understand your concerns about receiving support from outside the **** Our global team members are highly trained and share a commitment to providing you with the highest quality of service. Thank you for sharing your thoughts with us. Weve selected our customer service team based on their expertise and dedication to excellence, ensuring that you receive the best support, no matter where it comes from. Avant appreciates your feedback on our customer service. Our international teams allow us to provide you with support around the clock, ensuring that help is always available when you need it.
  
  We appreciate your follow-up, which allowed us to investigate and identify the root cause of the issue. Our investigation concluded that on October 26, 2024, Avant experienced systems issues that prevented you from completing your application. Your application was canceled as you requested before we were able to remedy the situation. We acknowledge that you did not receive the level of customer service we strive to provide and sincerely apologize for any inconvenience this matter may have caused. 
  
  When you submitted information to see whether you qualified for an Avant Card, you authorized us to pull a soft credit inquiry. Please be advised that a soft credit inquiry will not affect your credit score and will not be visible to other creditors. We welcome you to re-apply at any time.
  
  If you would still like to make a request regarding your personal data, such as deleting your personal information or account, please send an email to ************************************* We may be restricted from complying with all requests, as we are required by federal law to retain information in some instances. For more information on our collection practices regarding your personal data, please refer to our Privacy Policy and Notice, located at the bottom of our website, ****************************  
  
  Please be advised that we are always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.
  
  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.
  
  
  
  Sincerely,
  
  Avant *********************
  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re: Complaint Regarding Avant Credit Card Application and Customer Service.I am writing to file a complaint regarding my experience with Avant, specifically related to their credit card services. I applied for an Avant credit card in September and was approved on September 20, 2024. According to Avant, my card was scheduled for delivery beginning on that same date, but as of October 25, 2024, I have yet to receive it.After waiting past the initial estimated arrival time, I contacted Avant to request a replacement card. The customer service representative informed me that another card would be sent on October 10, 2024. However, it has been over two weeks, and I have still not received any card. Repeated follow-ups with Avant's customer service have led to excuses, such as blaming delays on the postal service, followed by instructions to wait another 1015 days each time I ********** this point, I am extremely dissatisfied with Avant's customer service and lack of transparency. The inability to provide proof of the card being mailed, coupled with delays and repeated excuses, leads me to question the company's legitimacy. Given the situation, I am requesting that Avant immediately close my account and remove any trace of this account from my ********************** file. I feel this is necessary as I have lost confidence in the companys credibility and service reliability.Thank you for your assistance in helping me resolve this matter. I am hopeful that, with the BBB's involvement, Avant will take responsibility and provide a resolution.

  

  Business response

  11/07/2024

  Dear ********** *****,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that on September 20, 2024, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, in which you stated that you were approved for an AvantCard on September 20, 2024, and your card was scheduled for delivery on the same date, but as of October 25, 2024, you have yet to receive it. You stated that after waiting past the initial estimated arrival time, you contacted Avant to request a replacement card. You claimed to have been informed that another card would be sent on October 10, 2024. However, it has been over two weeks, and you have not received it. You further claimed that repeated follow-ups with Avant's customer service led to excuses, such as blaming delays on the postal service, followed by instructions to wait another 1015 days each time you inquired. You went on to say that the inability to provide proof of the card being mailed, coupled with delays and repeated excuses, leads you to question the company's legitimacy. You are requesting that Avant immediately close your account and remove it from your credit file.

  Upon approval, an email titled "Your AvantCard Is On Its Way!" was sent to the email address on file, ******************** notifying you that your AvantCard should arrive in 7 to 10 business days. However, that same day, you locked your AvantCard via the Customer Dashboard, which prevented the card from being shipped.

  On October 4, 2024, you contacted Avant's Customer Support Team to report the non-receipt of your AvantCard. During the conversation, the specialist requested confirmation of the mailing address on file, which was verified to be correct. The specialist then informed you that it had been ten (10) business days since the card was issued and advised that you should allow an additional five (5) business days for the card to arrive, as there could be delays in delivery by ****. Avant apologizes for the incorrect information provided regarding **** delays, and this has been used as a coaching opportunity.

  On October 10, 2024, you unlocked your AvantCard via your Customer Dashboard. That same day, you contacted Avant's Customer Support Team to inform them that you had not yet received your AvantCard. The specialist confirmed the mailing address on file, re-issued a new card, and advised you to allow ***** business days for receipt. You also contacted Avant's Customer Support Team on October 17, 2024, and October 22, 2024, to inquire about the card's status. You were informed to allow 10 to 15 business days from the re-issuance date for the card to be delivered. Regrettably, due to an isolated processing deficiency, the card was not issued until October 23, 2024. Avant sincerely apologizes for any inconvenience this may have caused.

  As you requested via a ************************************ complaint (Complaint ID No. **************** and this BBB complaint (Complaint ID No. *********, your account has been closed as of October 29, 2024. The closure request was confirmed through an email with the subject line "AvantCard Closure Request," which was sent to the email address on file. Since your account was closed within 45 days of issuance, an update will be sent to the credit bureaus following your next statement on November 17, 2024, which will remove the account from the ********************** bureaus.

  Regarding your concern about Avant's legitimacy, please be assured that Avant is indeed a legitimate business. Headquartered in *******, Avant has been in operation since January 2013 and is accredited by the Better Business Bureau ("BBB"). This means that the BBB has determined that Avant's business meets its accreditation standards, which include a commitment to make a good-faith effort to resolve consumer complaints. You can find additional information about Avant on their website or via one of the several news outlets where Avant has been featured: ******************************************.

  Avant's investigation into this matter has concluded, and we acknowledge that you did not receive the level of customer experience ********************** strives for. Avant is always working on ways to enhance the customer experience based on customer comments such as theirs. ********************** treats all customer feedback as a learning experience.

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer response

  11/07/2024

   
  Complaint: 22475965
  
  I am rejecting this response because:
  I am writing to express my concerns regarding my recent experience with your companys customer service. Unfortunately, I felt compelled to file a complaint in order to make progress on my request to obtain my card. I was eager to receive it; however, the difficulty I encountered in communicating with customer service made me question the companys legitimacy, especially as I am still unfamiliar with your policies.
  Instead of assisting me in resolving this issue, it seemed that an attempt was made to address my concerns by sharing press reviews, which felt dismissive of my specific situation. I had hoped we could work together to obtain the card and maintain my account. Instead, my account was closed (per my request, I am aware), however I was left feeling disrespected rather than supported.
  I hope my feedback can be useful in helping to improve customer relations and communication practices. Thank you for your time and consideration.

  

  Business response

  11/13/2024

  Dear ********** *****,
  
  We are in receipt of your rebuttal with the Better Business Bureau Complaint ID #********. 

  You have rejected our response because of your recent customer experience. You stated that you felt compelled to file a complaint in order to make progress with obtaining your card, as you were eager to receive it. You claimed that instead of assisting you in resolving the issue, it seemed that an attempt was made to address your concerns by sharing press reviews, which felt dismissive of your specific situation. You believe that you were not supported through this ordeal, as you hoped that we could work through this. You are hoping that your feedback can be useful in helping to improve customer relations and communication practices. 

  We would like to assure you that we are fully committed to addressing all concerns raised by our customers in their complaints. In your previous complaints, you expressed doubts regarding the legitimacy of Avant, which resulted in your referral to the press review. We once again apologize that you did not receive the level of customer experience ********************** strives for, and is always working on ways to enhance the customer experience based on customer comments such as yours. We treat all customer feedback as a learning experience.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer response

  11/13/2024

   
  Complaint: 22475965
  
  I am rejecting this response because: I want my account and ******************** continues to be difficult 
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to close account due to their scam and charging a fee with no good support. After over 2 hours on the phone with non English speaking parties I finally got some one who was a pain to close account. I feel that need to reverse fee for charging for non support and **** help trying to do dispute. You get nowhere. 

  

  Business response

  11/04/2024

  Dear **** *****,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that on May 20, 2021, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the program administrator and servicer.

  Avant has received your complaint, in which you stated that you went to close the account due to being charged a fee. You believe that we should reverse the fee that we are charging as you did not receive customer service that met your requirements and claimed that it took over two hours for you to speak with someone to understand you with closing the account. You are requesting a billing adjustment.

  After reviewing all relevant communications, we found no evidence that you received inadequate customer service. When you were informed about the monthly fee during your initial contact with us on October 25, 2024, you requested to close your account. The agent complied with your request, and your account was successfully closed. There is no evidence from this call suggesting that the process took more than two hours. You later contacted us requesting to speak with a US representative but were advised that the option to transfer you to one was not available.

  Please be aware that Avant is a global company that employs individuals throughout the world to provide exceptional customer service. We sincerely apologize for any difficulty you experienced in understanding our customer support team members.

  As noted in your Cardmember Agreement, the terms of your account, including rates and fees, may be changed. Pursuant to your Cardmember Agreement, the terms of your account were changed on August 30, 2024, and advance written notice was provided to you. As detailed in the notice you received by email on or around July 16, 2024,  you were given the opportunity to reject the new terms unless you become more than 60 days late on your account. However, if you do reject the new terms your account will be closed. Kindly note that you would not have been able to avoid the new terms if you continued using your card. Avant will be unable to reverse your monthly fee of $4.99.

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,

  Avant *********************
  

  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently tried to close my account with ********************** but was prevented from doing so due to the account being placed under review without my knowledge or consent. Additionally, Avant sent me a letter stating they will begin charging my account $8.99 a month ($107.88 annually) because of false claims. I have never been late on payments, I have consistently paid off the balance, and never had poor account performance.

  

  Business response

  10/31/2024

  Dear ****** ******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that on March 14, 2019, you were approved for a WebBank-issued AvantCard via the Avant Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, in which you stated that you recently tried to close your account with ********************** but were prevented from doing so because the account was placed under review without your knowledge or consent. Furthermore, you were sent a letter stating that we would begin charging your account $8.99 a month ($107.88 annually) because of false claims. You went on to mention that you never made any late payments, consistently paid off your balance, and did not have poor account performance.

  Please be advised that between June 17, 2024, and October 21, 2024, Avant received indirect credit reporting disputes via e-OSCAR, an automated system between Avant and the Credit Bureaus. While you sent several documents claiming that there was a billing error, you used incorrect dispute codes, claiming that the account was opened fraudulently, which resulted in your account being escalated to our fraud team for review into the claim(s). As a result of this, an Identity Theft Claim was added to your account, and members of our phone support team would not have been able to assist you with the closure of your account when you contacted us on October 23, 2024,  as there was an active claim on the account. 

  Upon receipt of your Better Business Bureau complaint, your account was forwarded to our fraud department who have since removed the Identity Theft Claim given the misunderstanding.

  As noted in your Cardmember Agreement, the terms of your account, including rates and fees, may be changed.  Pursuant to your Cardmember Agreement, the APR for your account was changed on August 30, 2024, and a monthly charge of $8.99 will be applied beginning on November 22, 2024. As detailed in the notice you received by letter on or around October 7, 2024, you were given the opportunity to reject the new terms unless you become more than 60 days late on your account. 

  If you still wish to close your account, please contact us directly at ************, or via email at ***************************************************** and our customer support team can assist you in closing your account.

  We trust this explanation resolves this matter. At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  
  Avant *********************
  

  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Early withdrawal of my loan payment (3 days early)

  

  Business response

  10/30/2024

  Dear ***** *******,
  
  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on March 25, 2023, you were approved for a WebBank-issued Avant installment loan via the ************* Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, in which you stated that your loan payment is due on the fifteenth (15th) of every month; however, your October 2024 payment was deducted from your bank account three (3) days early. You find this to be unacceptable.

  Please be advised we scheduled your payment to be debited from your account no earlier than October 15, 2024, as communicated in the email communications that were sent on October 8, 2024, and October 10, 2024.Your financial institution may have quarantined the funds early in order to secure the transaction. For additional details on this matter, please reach out to your financial institution.

  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  
  Avant *********************
  

  
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I would like to request that this account be reported as charged off and the balance reported as 0 or a courtesy deletion on my Experian credit report. I filed this account on a Chapter 7 BK that was dismissed in Nov of 2023. I'm currently disable which led to my current hardship situation.

  

  Business response

  10/30/2024

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

  We are in receipt of your complaint with the Better Business Bureau Complaint ID #********. We are sorry to hear that you are dissatisfied with your customer experience. At **********************, we pride ourselves on providing excellent service to all of our customers and take all feedback seriously.

  Our records indicate that, on December 1, 2022, you were approved for a WebBank-issued AvantCard via the Credit Karma Platform. WebBank is the credit issuer for the Avant platform, where Avant operates as the administrator and servicer of the program.

  Avant has received your complaint, regarding your request to have this account reported as charged off and the balance reported as zero or that a courtesy deletion be made on your Experian credit report. You claimed to have filed this account on a Chapter 7 Bankruptcy that was dismissed in November 2023.

  Our documentation indicates that we received materials notifying us of the initiation of a Chapter 13 Bankruptcy case. This was subsequently confirmed on your account on May 17, 2023. On June 18, 2023, your account was charged off due to bankruptcy. Note that we received no documents which would indicate that a Chapter 7 Bankruptcy claim was filed for or dismissed in November 2023.

  Per the "Credit Reporting" section of your Cardmember Agreement, Avant reserves the right to report information about your account to the ********************** bureaus. Late payments, missed payments, or other defaults on the account may be reflected in your credit report. Avant may also report account information in your name and the names of Authorized Users.

  After thoroughly reviewing your account, we have found that all information reported to the credit bureaus on behalf of your account is accurate. The Fair Credit Reporting Act (FCRA) requires Avant to report fairly and accurately. Please be advised that Avant does not remove reporting when we have verified the information is accurate. 

  Our investigation into your account has concluded and we will be unable to remove or update any reporting.  At Avant, we go to great lengths to ensure a transparent and customer-focused experience. If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer response

  11/01/2024

   
  Complaint: 22448410
  
  I am rejecting this response because:

  The communication from Avant clearly states that this account was charged off last year. I've attached screenshots that clearly show that the account is not being reported as charged off. Instead of showing a 30-day late payment for the month of October 2024. I would like for this account to be reported accurately on my credit report as a charge off.
  
  Sincerely,
  
  ****** ******

  

  Business response

  11/08/2024

  Dear ****** ******
  
  We have received your rebuttal with the Better Business Bureau Complaint ID #********. 
  
  You have rejected our response because we stated that the account was charged off last year. However, your account is not being reported as such; instead, it is showing a 30-day late payment for the month of October 2024. You are requesting that your account be reported accurately.
  
  Upon receipt of the submitted attachments, your account was re-escalated to the credit reporting team for review. After thoroughly reviewing our records, as well as any information provided by you and the consumer reporting agency, Avant has filed an update for your account to the ********************** reporting agencies. Please be advised that the credit reporting agencies follow their own policies of updating credit reports and it may take a few days for this update to reflect on your credit report. We apologize for any inconvenience this has caused you.

  If you have any additional questions or concerns, please contact our ********************* directly at ************************************** We appreciate the opportunity to serve you.

  Sincerely,
  Avant *********************
  

  
  

  Customer response

  11/08/2024

   
  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,
  
  ****** ******

*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. ↩